Resource Library- State of Returns: New Expectations

State of Returns: New Expectations

Our fourth annual study on retail returns explores how consumer behavior and expectations have changed in light of the COVID-19 pandemic, in ways that may be long-lasting and influence loyalty.

State of Returns: New Expectations

Our fourth annual study on retail returns explores how consumer behavior and expectations have changed in light of the COVID-19 pandemic, in ways that may be long-lasting and influence loyalty.

Panel:

Download the report to learn:

  • How consumers are prioritizing convenience and predictability to fit their new routines.
  • What triggered the "loyalty shock" during the pandemic, leading consumers to shop around — and how to retain those newly acquired customers.
  • Key elements of the post-COVID playbook to help you formulate an actionable plan for Q4 and beyond.

Key Findings:

  • 44% of consumers are more deliberate about what they purchase to avoid having to make a return.
  • 28% of shoppers desire a printerless returns option like a mobile QR code — twice as many as last year.
  • 41% who chose an alternative drop-off location for their last return like being able to consolidate errands in the same trip.

Your expert panel:
Moderated by:

Access the report