As I was packaging up another dress to ship back to the store (I’ve been trying to find a new dress for an upcoming wedding), I was thinking about the amount of returns there must be to all types of stores and for all types of products. So, I decided to do some research and share it with you!
What has your experience been with returns? Do you find yourself frequently returning items, especially ones you buy online? Leave me a comment, I would love to hear from you!
Return Rates
According to the National Retail Federation (NRF), for every $1 billion in sales, the average retailer incurs $165 million in merchandise returns. And, for every $100 in returned merchandise accepted, retailers lose $10.40 to return fraud. In the NRF’s 2022 survey, the expectation of fraud, even when a receipt is present, jumped to 14% from 9.8% (43% year over year).
When asked about the most returned purchases by category, 26% of consumers chose clothing as their answer, followed by bags and accessories (19%) and shoes (18%). Now, let’s move on to some of the reasons for returns.
Return Reasons
When asked why they returned items, 81% of online shoppers said the item was damaged or defective.
Other reasons included:
Item doesn’t fit
Item doesn’t match description
Don’t like the item(s)
Ordered multiple items/sizes
Item arrived late
According to Shopify, on average, holiday return rates stay around 17.9% each year. Whether it’s returning a gift that someone didn’t like, or trying to reclaim some money spent in a holiday-inspired splurge, it’s why the most returns are received throughout December, January, and February.
We all want a good returns experience, right? Data shows that nearly 80% of U.S. online shoppers are less likely to shop from the same retailer again if they have a poor returns experience. Wow!
Return Info for Panel Members
As an NCP panel member we ask that you scan all the items you buy from all types of stores. But, what happens when you return an item? If you return a purchase, you won’t be able to tell us about it. But, you can tell us if you buy a replacement. So, if you do buy a replacement item, or something different, please remember to scan the purchase to let us know!
Regards,
Taylor
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I have been shopping on line for the past 10 years or so and must say, have had to return very few products. First and foremost buy from a reputable company. If you come across a company that you have never heard from, take the time to check them out. Find out where the product is being shipped from. If it is being shipped from China, all I can say is be ware. It may very well not be the product you thought you were buying. I have had very good results from places like Amazon, Macy’s, Kohls, Epsy.etc.
I never stopped to think about “Return Season” until I helped out in a contract Postal Unit once. I thought the pace of the office and qty of parcels moved was almost overwhelming until I experienced the week after Christmas. Whereas the time leading up to Christmas Eve is like a marathon (starting slowly after Halloween and building up to a frenzy on Christmas Eve), Return Season is a sprint. I was expecting it to start slowing down on Boxing Day, instead everyone who has to ship a return generally wants to start the return process as soon as possible, & understandably so. The only thing that really bothered me though was having to remind folks I didn’t work for the store the item came from when whatever it was they were returning was the wrong size or color or a different item than had been ordered. All I could do was commend them for getting it handled; especially since even though I had to go to a shipping place daily, I somehow kept leaving the items I needed to return at home!
I find going to a store for one the sizes, one size fits all lol ,, second I am a xxl on some 2 x on some 1X some ordered online a 1 x though it said 1X it was a leg, another from new company in China they are small people but ordering a 3 x because just not sure well comes as a 5 x night shirt more then day time so got back credit on account was told give or donate no reason to return well okay done. Not ever one size fits all.
I have been quite lucky when it comes to returns; I don’t need to make many. This is likely because I have been ordering almost everything online since the beginning of the pandemic, and generally from the same stores, so I usually know what to expect — this one has clothes that run small or large, etc. — so if color and all are okay there’s not a big problem.
It sounds as if they didn’t really read or understand what you told them. “I ordered the bag NOT the earrings; how do I return them?” I don’t think I would shop there again, either, but I think I might have let the manager know. It’s not doing them any good to have employees who don’t get what they are being told by customers, especially honest ones like you.
This is something incommon
This is such accurate data and very interesting
Very interesting information!
Thank you for sharing this information with us.
Thank you for the excellent help keep up the great work 👍
I make the return process easier by ordering through the Walmart app and checking to see if it is returnable at the store. My town had a store that was specifically stock they bought from returns lots. It’s a big secondary business!
I will agree about the bad experience and not returning to a store because if it. I had a horrible return experience with a store several years ago. I ordered a handbag online, on clearance, but it was still over 200.00 and when it arrived somehow they shipped me a pair of earrings worth 60.00. Immediately I called customer service and they told me all they could do was refund me because the bag was sold out. Then they told me I had to return the earrings (well of course) but I wouldn’t get my refund until they received them back and I had to pay for the return shipping.. they acted like I wasn’t going to return their 60.00 earrings. It was extremely demeaning for no reason. I will never shop there again.