The Return Experience

An Evaluation of 50 Top Retailers

A positive returns experience can greatly impact customer loyalty. But are top retailers living up to consumer expectations?  

We purchased items from 50 large, omni-channel retailers and returned them (to both stores and via mail), and evaluated each retailer's return process. In this report we explore:

  • The flexibility of return policies
  • The ease of return
  • The time to refund
  • Steps that retailers should take to capitalize on a positive returns experience

Download your free copy to see how the retailers' returns processes stack up.

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