The Point of No Return: A Retailer’s Guide to Returns

Consumer expectations rocketed during the Covid-19 pandemic. As online sales and impulse purchases increased, so did product returns. They’re not slowing down, either.

Is the answer to customer satisfaction really free returns? Does a longer returns period mean greater customer retention? And what does all of this mean for the environment?

5874 Commerce ordered from 100 merchants, analysing their returns process in order to see what works and what doesn’t.