Returns are growing in importance — with both retailers and consumers. To understand how these pressures are shaping the retail landscape, the National Retail Federation (NRF) and Happy Returns, a UPS company, explored both consumer and retailer perspectives and priorities for the returns experience. Key findings include:
Total returns for the retail industry are projected to reach $849.9 billion in 2025.
An estimated 19.3% of online sales will be returned in 2025.
82% of consumers say free returns are an important consideration when shopping online.
Return fraud is an ongoing concern - the report found 9% of all returns are fraudulent.
Almost half of shoppers (45%) say it's acceptable to "bend the rules" when returning items.
