Simon - Leveraging In-Store Returns 2021

AND ISTHEPREFERREDCHOICE OFSHOPPERS

When customers are required to pay for return shipping, 76% prefer to return-to-store. Regardless of who pays for return shipping, 61% of customers prefer to return-to-store.

SPEED/CONVENIENCE/STRESS FREE Respondent preferences for return-to-store are driven by the speed and convenience of making the return in person, the peace of mind in receiving an immediate refund, and the desire to avoid return shipping/restocking fees. —90% of shoppers highly value free returns, but only 51% of brands pay for their return shipping. OPPORTUNITY TO SHOP MORE 71% of respondents make an incremental purchase when returning an item to the store at least “some of the time.”

71%

69% CONVENIENCE OF TRIP BUNDLING

69% of respondents agree that it’s more convenient to return items purchased online to a physical store so that purchases frommultiple retailers can be returned at the same time in a shopping center.

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