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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

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