Customer Returns in the Retail Industry 2021

Winning over the Aspirational Independent

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 digital landscape impacts returns, and benchmarking data on return fraud. Some key findings are below:

  • Total returns account for over $761 billion in lost sales for U.S. retailers
  • For every $1 billion sales, the average retailer incurs $166 million in merchandise returns
  • For every $100 in returned merchandise accepted, retailers lose $10.30 to return fraud.
  • Receipted returns are a hidden risk from behaviors like shoplifting, collusion, wardrobing and more

Related content

DSW balances customer convenience and fraud prevention
NRF PROTECT 2022 Speaker Spotlight: Linda M. Campbell.
Read more
Here’s how consumers are celebrating moms this Mother’s Day
Mother draws with daughter on the floor on Mother's Day
Flowers, jewelry and gifts of experience all rank high on the list.
Read more
Earth Day confessional: An interview with NRF’s VP for sustainability
Scot Case discusses retail sustainability, how to measure it and why he cares about it.
Read more