US returns study 2022
Download the study for exclusive post-purchase insights
Research summary
Returns management is a critical aspect of the customer experience, particularly in the competitive US market. Our 2022 report offers an in-depth look at how leading brands handle returns, providing insights that can help you refine your own returns strategy to boost customer satisfaction and loyalty.
In this study, you’ll discover
- Current trends in US eCommerce returns
- The impact of returns policies on customer behavior and retention
- Effective strategies for reducing return rates and enhancing customer experience
- Case studies of US brands excelling in returns management
A poor returns experience doesn’t just cost you one sale—it can cost you a customer for life.
Returns aren’t just a necessity—they’re a powerful loyalty driver. The right strategy can turn a costly process into a competitive advantage, fostering trust and increasing long-term customer retention.
Key stats that matter
Nearly all shoppers say a brand’s return policy influences their purchase decisions
More than half of consumers prefer returning in-store to avoid shipping fees
Almost half of consumers want the option to return online orders in-store
