US e-commerce returns study 2022
Comparison of customer expectations and returns processes as well as services of 200 of the largest online stores in the US
Content of the study
Returns have been a hot topic, with brands increasingly tightening up their return policies
Which factors do customers value the most, and are retailers meeting those expectations? This study provides exclusive insights into what online shoppers want and what services the top 200 retailers in US offer.
16 questions to 1,320 online shoppers about returns
200 test orders at online shops & analysis of shipping, delivery and returns
Segmentation of returns behavior by age groups
3 tips to get the most out of returns
Key findings
53% of customers believe the retailer should cover the cost of returns
62% are unlikely to shop with a retailer that provides a poor returns experience
51% of shops don‘t offer free returns, which contradicts what consumers want
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