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Our Latest Research:

Rethinking Returns:

The Ultimate Guide to Consumer Expectations

With returns on the rise, we decided to ask 1000 regular shoppers how they feel about returns and what are their expectations of retailers?

In this report we cover:

  • How does the returns experience influence future purchasing decisions?
  • What returns methods do consumers really want? Is it more drop-offs, more lockers or better courier pick-up options?
  • How do shoppers predict their returns behaviour will change over the next 12 months? Are they returning more than ever?

Here's what we learned:

  • 92% say that the returns policy is an important consideration in choosing to shop with a particular retailer
  • 49% said the last time they returned an item, they only received one communication from the retailer, after their refund had been processed.
  • 46% have stopped shopping with a retailer because they found the returns experience difficult or complicated 
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[Infographic] 7 Steps to Improve your Returns Policy
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[Webinar] Online Apparel Returns: The Ultimate Solutions Webinar
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[Benchmark] The Great Returns Race - who are the winners?