Analysis of the current situation of online shopping returns in the United States: 58% of consumers return products after “buying”

Narvar is a US startup dedicated to solving after-sales problems for e-commerce online shopping. In order to better understand the psychology of local consumers regarding returning goods, so that sellers can better adjust and upgrade services and avoid a large number of prior returns, they conducted a research survey on 1,040 American adults.

According to the survey, 52% of consumers will choose to shop online during the holiday shopping season. Among them, 58% of consumers will buy more products than planned, in order to try them out at home after they arrive, keep them if they are suitable, and return them if they are not.

The survey found that more and more consumers will adopt the "buy more and return later" approach to online shopping. First of all, it can avoid going to physical fitting rooms. And in this way, consumers are willing to try new brands.

Clothes that don’t fit, wrong size, or inappropriate color are all reasons for returns, accounting for 42% of the reasons for returns.

Although consumers now accept the use of high-tech, such as AI, to help them better understand products, 88% of consumers still rely more on traditional product information to understand products, such as product photos, size charts, customer reviews, etc. on the purchase details page.

The report also mentioned that consumers are more willing to shop at online stores that can provide high-quality and fast delivery services and return services.

77% of consumers said that if the store's return experience is good, they will choose to buy products from the store again. For example, Amazon's return policy for Prime members has received high satisfaction.

As for the return method, the report mentioned that 42% of consumers hope to handle the return service at the nearest convenience store or grocery store; 41% of consumers are willing to return in-store; 37% of consumers return by mail; 20% of consumers prefer to return through lockers, pharmacies, etc.

According to the survey report, after-sales links such as returns are also one of the important factors that affect consumers' purchase of goods. Therefore, in addition to providing good pre-sales services, relevant sellers and companies can also provide good after-sales service experience to leave a good impression on consumers, thereby increasing the return rate.

USA

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