- The returns process is an opportunity for retailers to increase conversion rates and overall customer satisfaction and loyalty. Despite the fact that at least 62% of consumers admit to reviewing return policies prior to purchasing, over 30% of merchants still fail to provide detailed information about their policy on their website, specifically the window of time allowed for returns.
- Ease of returns ranks high on the list of consumer needs with regards to online ordering. We found that only 25% of merchants include a return label in with the product shipment, while 9% require a call to initiate the return.
- With over 15% of merchants, credit took 16 days or longer to appear after the product had been returned.
- Data from our April, June, and August 2012 order cycles shows a downward trend in the number of merchants who do not offer free shipping of any kind. At the other end of the spectrum, the number of merchants who offer free shipping on all orders is increasing slightly.
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