Shoppers Demand Flexible Return Policies: Study

Retention of ecommerce shoppers often depends on a store’s return policies, according to "Let Your Returns Power Customer Loyalty," a study by Loop. 

In general, 79.55% of consumers demand free returns and exchanges, and 63.45% want an easy-to-follow returns process.  

In addition, 99% of all respondents agree that retailers with flexible return policies care more about them as a customer. 

Beyond that, convenience seems to be the prime factor for people returning purchases—a factor that email teams must keep in mind.

U.S. shoppers especially value the option to drop off their returns in-store. 

U.K. consumers are a little different. Their main demand is that returns and exchanges are free.  

Those in the U.K .also want to use at-home pickup for returns, but in-person drop-offs are not as important. Almost a third of U.K. shoppers want the option to keep their item and get a refund. 

Beyond that, 93% of consumers overall are  more likely to purchase from retailers that offer product quality guarantees or warranties. And 25% now expect retailers to provide some sort of quality assurance. 

Meanwhile, 68% of U.S. consumers are likely to be influenced by product compared to 58% in the U.K. 

Loop surveyed 2,000 shoppers across the U.S. and U.K. in May 2023. 

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