The State of Online Order Returns
Returns have been a hot topic in retail over the past year, with brands increasingly tightening their return policies.
The question is, will these policies impact brand relationships and sales? Which factors do customers value the most in the returns experience, and are retailers meeting those expectations?
To answer these questions, we examined the return policies and practices of the top brands in the United States and gathered insights into how they handle online returns. We also teamed up with market research firm YouGov and surveyed over a thousand shoppers to determine their perceptions of retail returns.