The returns portal: What Americans want from retailers' returns policies
The returns portal 8 in 10 American online shoppers say that a free return policy is important when choosing an online retailer
Women who shop online are more likely to say it is important than their male counterparts (+6 percentage-points).
How important or unimportant is a free return policy when choosing an online retailer?
YouGov Surveys, February 14 - March 6, 2025. US online shoppers by gender n>550
How likely or unlikely are you to shop with a retailer that does not offer free returns?
of US online shoppers answered: "Unlikely"
of US men who shop online answered: "Unlikely"
of US women who shop online answered: "Unlikely"
YouGov Surveys, February 14 - March 6, 2025. US online shoppers by gender n> 550
The returns portal
Do American online shoppers click away due to returns policies?
4 in 10 American online shoppers have abandoned an online purchase because of concerns about the return policy. Women who shop online are more likely to abandon an online purchase compared to men who shop online.
Have you ever abandoned an online purchase due to concerns about the return policy?
YouGov Surveys, February 14 - March 6, 2025. US online shoppers by gender n> 550
Which aspects of a returns policy are most important to you? Please select up to 3 options
Free returns
A convenient return drop-off location
Pre-printed/barcode return label
Immediate refunds
Longer return window
Pick up by courier is available
YouGov Surveys, February 14 - March 6, 2025. US online shoppers n> 1,200. Don't know and None of these not shown.
The returns portal
of online shoppers expect a refund immediately or within 1-3 days
This increases to 70% among women who shop online (+6 percentage-points compared to men who shop online).
How quickly do you expect a refund after returning an item?
YouGov Surveys, February 14 - March 6, 2025. US online shoppers by gender n> 550
The returns portal
67% of American online shoppers expect 30 days or more to return an item
Women who shop online lean towards a longer window, with 20% expecting a 60-day return policy compared to 13% of men who shop online.
When it comes to a free return policy, what is the amount of days you expect to be able to return an item?
YouGov Surveys, February 14 - March 6, 2025. US online shoppers by gender n>550
