2023 Consumer Returns in the Retail Industry Report

The 2023 Consumer Returns in the Retail Industry report presents a detailed analysis of returns and return fraud within the retail sector. The report is produced through a collaboration between the National Retail Federation (NRF) and Appriss Retail, utilizing customer returns data and survey responses. It highlights that total returns for the retail industry reached $743 billion in 2023, with a return rate of 14.5%. Additionally, return fraud accounted for $101 billion, representing 13.7% of total returns. The report also discusses the impact of online sales on return rates, with online returns projected to be 17.6% of total online sales, amounting to $247 billion. Various types of return fraud, such as bracketing and wardrobing, are identified, along with a growing trend of fraudulent claims and appeasements. The report emphasizes the need for retailers to adapt their policies and practices in response to evolving return fraud tactics.