Returns stats

Here are some key metrics to support the return optimization business case:

• 85% of customers say they will stop buying from a retailer if the returns process is a hassle (Harris Interactive)

• 95% of customers say that they will likely shop with a catalog or internet retailer again if the returns process is convenient (Harris Interactive)

• 40% of shoppers don’t buy online due to returns difficulty (Jupiter Research)

• Customers who have their complaint resolved quickly have a re-purchase intention rate of 82% (McKinsey)