eBook: Consumer Perspectives on Online Returns

Download our free survey brief to gain insights into pandemic-era shopping habits

Spurred by the pandemic, online returns more than doubled in 2020 from 2019, according to research from the National Retail Federation*. While perhaps inevitable in a fast-growing ecommerce landscape, rising online return numbers are a detriment to all parties--an inconvenience for consumers and a costly hit to retailer profit margins.

That’s why understanding the why of returns is a perennial, essential activity for product marketers and ecommerce professionals.

Like any customer experience, however, the way retailers handle returns can make or break customer retention, potentially resulting in a “brand moment” that strengthens consumer satisfaction.

In a survey commissioned in August 2021, 1WorldSync asked a representative sample of 1500 online shoppers in the U.S. to share their side of the returns story, focusing on new trends that may be changing perceptions of returns and ecommerce in general.

The results provide insights and answers to the following questions:

What product types drove online returns during the pandemic?
Does poor product content affect return rates?
How many consumers have experienced the growing trend of retailers allowing shoppers to keep refunded items?
As more consumers become aware of the possibility, does the practice threaten to increase fraudulent return rates?

Fill out the form to download a free copy of the eBook today for more insights.

Source: National Retail Federation. “$428 Billion in Merchandise Returned in 2020.” 2021.