• Executive Summary

  • According to the National Retail Federation, retailers saw $428 Billion of returns in 2020. While this is a huge and growing problem, especially with the higher return rates and costs of ecommerce, the returns experience continues to be an opportunity to build loyalty as the last touch on the customer journey. 
  • As a result, the need to find balance between consumer convenience and business realities has come to a head. It’s critical to find the right fit at that intersection, and consider a more bespoke approach to crafting a holistic returns experience. 
  • This research, our 5th annual consumer returns study, explores how retailers can tune their approaches to keep customers happy while reducing the impact on their bottom line. We also showcase examples of retailers who are getting it right. 

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