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Here’s what customers like (and don’t like) about returns


A new survey reveals the latest consumer preferences for retail return policies.


69% of the 1450 US consumers surveyed said that they are 'aware' of most retailers tightening their restrictions on returns, and - predictably - they generally don’t view the changes favorably. Seven in ten respondents said the new policies were 'inconvenient' or 'unfair', while three in ten said that stricter return policies were 'fair' and 'understandable'. An additional 9% noted they would be 'okay with these restrictions' if they contribute to reducing carbon emissions.


The least popular return policy? Restocking fees (selected by more than 55% of respondents). Following were shortening return windows (20%), restricting returns to physical locations (13%) and restricting which products can be returned (10%).


Overall, stricter return policies have deterred 59% of respondents from making a purchase. Meanwhile, lenient policies were 'significantly' or 'moderately influential' in making a purchase for 71% of surveyed shoppers.


Read the full article here.


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