Retail Returns Survey Insights and Recommendations

This report presents findings from a survey conducted by Optoro in 2023, which involved 1,042 participants from North America aged 18 to 71. The objective of the survey was to identify shopper expectations regarding returns and to provide recommendations for retailers to enhance their returns policies and processes. Key insights reveal that a significant portion of shoppers prioritize free return shipping, with 62% indicating they would hesitate to shop with a brand that charges for return shipping. Convenience emerged as a critical factor, as 35% of respondents struggle to find time to make returns, and many lack access to easy return options. The report also highlights concerning trends such as 'wardrobing,' where consumers purchase items for specific events and return them afterward. Additionally, it notes that a majority of shoppers prefer drop-off returns over mailing items back and are willing to pay for home pickup services. These insights aim to guide retailers in improving customer satisfaction while managing return-related costs.