‘Tis the season of shopping!

Which means it’s also the season of returns. On average, 10% of purchases get returned, and after the holidays, that number can be even higher.1 Retailers can’t ignore the problem returns present, but have they adjusted their business strategies accordingly? And do those strategies match consumer expectations?

We surveyed 120 retailers2 and over 600 consumers3 about their attitudes and experiences with retail returns to determine whether retailers and consumers are aligned.  

Consumers strongly stressed the impact of the return experience on their likelihood to continue shopping with a particular brand. And retailers largely understand the importance of reverse logistics in their overall supply chain.

But we found that there’s a significant investment gap in what retailers understand may be necessary and what they implement.

Download our infographic to understand where retailers fall short on returns.


1 2017 Consumer Returns in the Retail Industry, Appriss Retail 2017

2 State of Retail Returns 2018, Optoro, 2018

3 Retail Returns and the Consumer Experience: Leveraging Returns as a Competitive Advantage, WBR Insights & Optoro, 2018

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