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ReTHINKING Returns: The Ultimate Guide to Consumer Expectations

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