Customer Returns in the Retail Industry

Customer Returns in the Retail Industry 2020

NRF and Appriss Retail surveyed retailers to better understand the current returns landscape. This report includes a look at the overall impact of consumer returns, how the holiday season and the COVID-19 pandemic impact returns, and benchmarking data on return fraud. Some key findings are below:

  • Total returns account for over $400 billion in lost sales for U.S. retailers
  • Online returns more than doubled and are a major driver of the overall growth of returns
  • On average, retailers expect 13.3% of merchandise sold during the 2020 holiday season to be returned
  • The estimated cost of these holiday returns is $101 billion 
  • Receipted returns are a hidden risk from behaviors like shoplifting, collusion, wardrobing and more

Click here for a preview of the Customer Returns in the Retail Industry 2020 report.

Related content

More than Half of Retail Professionals Say Pandemic Accelerated Tech Product Launches
 
default image
National Retail Federation and Euromonitor International release a new report on retail technology
Read more
$428 Billion in Merchandise Returned in 2020
 
Storefront
Consumers returned an estimated $428 billion in merchandise to retailers last year
Read more
Tips for navigating January’s virtual event, NRF 2021: Retail's Big Show - Chapter One
 
Man working on laptop
Tips for navigating NRF 2021 – Chapter One.
Read more