Summary
- • 30% of all products ordered online are returned compared to 8.89% in brick-and-mortar stores
- • 92% of consumers will buy again if returns process is easy
- • 79% of consumers want free return shipping
- • Returns cost retailers an average of 21% of order value
- • 67% of shoppers check the returns page before making a purchase
- • 41% of customers buy multiple sizes or variations with the intent to return
- • 20% of online shoppers return 3 or more items per year
- • Apparel has the highest return rate at 12.2%
- • 48% of retailers offer free return shipping
- • 62% of shoppers are more likely to shop online if they can return an item in-store
- • Returns in the US alone cost retailers $550 billion in 2020
- • The average return rate for ecommerce in the US is 20.8%
- • 57% of retailers say that dealing with returns has a negative impact on the day-to-day running of their business
- • 33% of retailers offer free returns on all products
- • 58% of shoppers want a hassle-free return policy
Returns, theyre like the exes of the e-commerce world – you order them with high hopes, only to realize they just werent what you were looking for. With eye-opening statistics revealing that 30% of all products ordered online end up doing a U-turn back to the retailers doorstep, compared to a mere 8.89% in brick-and-mortar stores, its clear that the love affair between consumers and their online purchases isnt always meant to last. Dive deeper into the tumultuous world of e-commerce returns, where 92% of shoppers will come back for more if the return process is a breeze, but returns can cost retailers an average of 21% of the order value – a price tag thats enough to make anyone swipe left on a hassle-free returns policy.
Customer Behavior
- 92% of consumers will buy again if returns process is easy
- 67% of shoppers check the returns page before making a purchase
- 41% of customers buy multiple sizes or variations with the intent to return
- 62% of shoppers are more likely to shop online if they can return an item in-store
- 96% of consumers would shop with a retailer again based on a good returns experience
- 73% of shoppers say the returns experience affects their likelihood to purchase from a retailer again
- 66% of shoppers check a retailer's return policy before making a purchase
- 68% of shoppers are deterred from shopping with retailers that charge for returns
- 70% of consumers check the returns page before making a purchase
- 62% of shoppers are more likely to shop online if they can return an item in-store
- 30% of shoppers deliberately over-purchase and return unwanted items
- 76% of first-time customers who have a positive return experience are likely to shop with that retailer again
- 92% of consumers will buy again if the return process is easy
- 67% of shoppers check the returns page before making a purchase
- 62% of customers are more likely to shop online if they can return in-store
- 41% of customers buy multiple sizes or variations with the intent to return
Interpretation
In the amusing dance between consumers and retailers, the return process emerges as a crucial tango partner, with statistics revealing that 92% of shoppers will tap their toes back into the purchasing arena if the return process is as smooth as a Fred Astaire glide. With 67% of shoppers shimmying over to the returns page before committing to a purchase and 41% making like Cinderella's stepsisters by trying multiple sizes with plans to return, it's clear that the return policy waltz can make or break a retailer's performance. And in this foxtrot of consumer behavior, it seems that offering the convenience of both online and in-store returns is the cha-cha key to winning over the majority, while retailers charging for returns risk being left in the dance hall with only 68% of the crowd. So, dear retailers, if you want to be the belle of the ball and have consumers eagerly twirl back into your store, make sure your returns policy is as alluring as a well-executed dip on the dance floor.
Customer Expectations
- 79% of consumers want free return shipping
- 58% of shoppers want a hassle-free return policy
- 80% of shoppers expect free returns
- 58% of consumers want a hassle-free return policy
Interpretation
In the intricate dance of online shopping, it seems that consumers are calling the shots when it comes to returns. With nearly four out of five shoppers demanding the luxury of free return shipping and the lion's share expecting a seamless, hassle-free return process, retailers are being schooled in the art of customer service. In this ever-evolving landscape of e-commerce, businesses must heed the demands of the majority if they wish to stay ahead of the curve and keep their customers clicking 'Add to Cart' with confidence.
Environmental Impact
- 10% of returns end up in landfills
- 5 billion pounds of returned goods end up in US landfills each year
- Returns generate 5 billion pounds of waste in US landfills annually
Interpretation
In a world where online shopping has become as common as Sunday brunch, the dark side of Ecommerce returns reveals a disturbing trend: 10% of returns find themselves buried in landfills, with a staggering 5 billion pounds of rejected goods meeting a premature end in US dumping grounds every year. This not-so-fashionable waste not only clogs up our landfills but also leaves a dirty footprint on our environmental conscience. It's time for retailers and consumers alike to rethink their return policies and prioritize sustainability over convenience before our landfills begin to overflow with regretful purchases. Remember, in the world of Ecommerce returns, what you send back may be haunting our planet for years to come.
Financial Impact
- Returns cost retailers an average of 21% of order value
- Returns in the US alone cost retailers $550 billion in 2020
- 25% of returned items cannot be resold at full price
- 44% of retailers say handling returns has a significant impact on their bottom line
- Returns cost UK retailers £60 billion a year
Interpretation
These alarming ecommerce return statistics paint a pricey picture for retailers around the globe, showing that a customer's change of heart can come with a hefty price tag. With returns eating up an average of 21% of order value and hitting US businesses with a $550 billion bill in 2020 alone, it's clear that retailers are feeling the financial pinch. From unsellable items taking a toll on profits to the logistical nightmare of handling returns, it's no wonder that 44% of retailers are feeling the weight of returns on their bottom line. Whether it's dollars or pounds, the cost of returns is no joke for the ecommerce industry.
Retailer Challenges
- 57% of retailers say that dealing with returns has a negative impact on the day-to-day running of their business
- 40% of retailers have seen an increase in 'serial returners'
- 57% of retailers say returns have a negative impact on their daily operations
Interpretation
In the world of e-commerce, returns are the juggling act that every retailer dreads. With 57% of retailers feeling the weight of returns impacting their day-to-day operations, it's clear that the return process is no walk in the park. Add 40% of retailers now grappling with the rise of 'serial returners,' and you've got a perfect storm brewing in the world of online shopping. While embracing customer satisfaction is crucial, retailers are finding themselves in a precarious balancing act between keeping customers happy and their own sanity intact. It seems the return policy table has turned, and retailers are left to navigate the treacherous waters of returns with a wary eye and a tight grip on the reins.
Retailer Policies
- 48% of retailers offer free return shipping
- 33% of retailers offer free returns on all products
- 57% of retailers offer a return window of 30 days or more
- 51% of retailers offer refunds to the original form of payment
- 54% of retailers offer free return shipping on all items
- 49% of retailers offer refunds via the original payment method
- 33% of retailers have increased their return window during the COVID-19 pandemic
- 50% of retailers offer free return shipping on all items
- 47% of retailers offer free returns with a minimum purchase amount
- 40% of retailers have started charging for returns
- 48% of retailers offer free return shipping
Interpretation
In the whimsical world of Ecommerce Return statistics, one thing is crystal clear - free return shipping is the golden goose that many retailers are chasing. With 48% of retailers offering this coveted perk, it seems like a tug-of-war between customer satisfaction and profit margins. In a daring dance of numbers, 33% of retailers have bravely extended their return windows during the tumultuous COVID-19 pandemic, perhaps hoping to win the hearts and wallets of anxious shoppers. Yet, with 40% of retailers now charging for returns, it appears that the pendulum of convenience may be swinging back towards the balance sheets. As the ebb and flow of return policies reveal the evolving landscape of online shopping, one thing remains certain - in the game of Ecommerce, the return policy reigns supreme.
Retailer Strategies
- 42% of retailers have increased their technology investment to process returns more efficiently
- 40% of retailers have invested in reverse logistics technology
- 19% of US retailers have implemented 'try before you buy' services
- 35% of retailers have implemented stricter return policies
Interpretation
In the ever-evolving retail landscape, businesses are facing the harsh reality that returns are an inevitable part of the customer experience. While 42% of retailers are smartly doubling down on their technology investments to streamline the return process, a savvy 40% are diving into the world of reverse logistics to keep their operations running smoothly. Meanwhile, the brave 19% embracing 'try before you buy' services are boldly paving the way for a more customer-centric approach. On the flip side, the 35% tightening their return policies are sending a clear message: easy come, easy go may no longer be the name of the game. As retailers navigate these statistics, one thing is certain – adapt or get left in the return bin.
Return Frequency
- 20% of online shoppers return 3 or more items per year
- Returns increase by 80% during the holiday season
- Returns in January are 77% higher than the average month
Interpretation
It seems the e-commerce world is experiencing a return surge of epic proportions! With 20% of online shoppers becoming perpetual returners, it's no wonder the holiday season sees an 80% spike in return rates. And as we bid farewell to December, brace yourselves for a whopping 77% increase in returns come January – seems like post-holiday regret is more common than we thought. Remember folks, 'tis the season for giving back... literally.
Return Rates
- 30% of all products ordered online are returned compared to 8.89% in brick-and-mortar stores
- Apparel has the highest return rate at 12.2%
- The average return rate for ecommerce in the US is 20.8%
- 42% of retailers say return rates have increased since the start of the pandemic
- 15% to 40% of online purchases are returned
- 20% of online purchases are returned, compared to 9% of in-store purchases
- 30% of all products ordered online are returned
Interpretation
In a world where online shopping has become the norm, it appears that the convenience of a few clicks may come at a cost. With return rates skyrocketing to 30%, it seems that customers have turned the digital shopping experience into a virtual dressing room, sending back products at a pace unseen in brick-and-mortar stores. The apparel industry takes the crown with a 12.2% return rate, proving that sizing and fit are no laughing matter. As retailers grapple with the impact of the pandemic, which has seen return rates spike by 42%, it's evident that the ease of online returns has both empowered consumers and challenged businesses to streamline their operations. From the slapdash to the discerning, customers are reshaping the ecommerce landscape with their return habits, creating a logistical puzzle that retailers can't afford to ignore.
Return Reasons
- 22% of returns are due to the product looking different than on the website
- 23% of returns are due to receiving the wrong item
- 20% of returns are because of damaged products
- 22% of consumers have returned an item because it looked different than on the website
- 23% of returns are due to receiving the wrong item
- 20% of returns are because of damaged products
Interpretation
In a world where online shopping has brought convenience to our fingertips, it seems the digital realm still harbors a few illusions. With nearly a quarter of returns stemming from products not living up to their pixelated promises and another hefty chunk arising from a game of e-commerce roulette resulting in unexpected deliveries, it appears that the real fashion show is happening post-purchase. And let's not forget the unfortunate casualties along the way – the 20% of returns due to damaged goods silently weeping in the corner. So, as we navigate this cyber marketplace, remember that while the images may be crystal clear, the return policies are anything but black and white.