E-Commerce Returns 2024: Measuring Online Retail’s Returns Reaction

2023 saw retailers take action to limit the impact of returns on their business, but in this survey of 210 U.S. online retailers, it’s apparent that e-commerce returns are still a pain point for many. Nearly two thirds (63%) of retailers reported that returns were a significant issue for their business, and despite headline moves away from free returns and tighter policies, the majority (59%) saw return rates rise, not fall, in the last 12 months. This report examines the actions retailers took, their proposition to customers, and the role of technology to turn the tide in returns.