Consumers returned $761 billion dollars worth of merchandise last year. 

What’s more?—Shoppers show no signs of slowing down their behavior, with 26% returning more than four items in the last six months.

Therefore, the onus is on you to transform returns into an opportunity to reconnect with customers, cultivate their trust, and cement their loyalty to your brand. 

In this, Narvar’s 6th annual State of Returns report, you’ll learn what you can do to modernize your approach to returns so you can not only keep customers happy, but also improve revenue retention and lifetime value.

Highlights from this year's State of Returns include: 

‍“Size and fit” issues are getting worse

“Size and fit” remain the #1 reason for all returns, accounting for 45% of returns in 2022, up from 42% in 2021 and 38% in 2020—an indication that retailers are still missing the mark despite extensive investments in size-fit technology.

‍19% of shoppers recently used a third-party drop-off network

It seems consumer interest in third-party drop-off networks is growing, with one out of five shoppers using a drop-off location (e.g., Walgreens) to conduct their most recent return—up from one out of ten shoppers in 2019. 

‍Convenience is king

Roughly 25% of shoppers are happy to pay for a convenient returns experience, with the #1 requested convenience being scheduled home pickup.

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