How Important Are Returns to Customers?

New retail returns report from Appriss Retail and Retail Dive looks at the current state of retail returns and how return policies affect customer happiness. Learn how retail AI solutions can help with fraud prevention and the customer experience.

Returns are inevitable, but are your strategies working? New research from Appriss and Retail Dive reveals that while 83% of companies have tightened return policies to reduce returns, and 84% to combat fraud, these changes might harm customer relationships.

Our retail survey of 150 retail executives and over 1,000 North American consumers explores the impact of return policies on consumer behavior and offers solutions to balance fraud prevention with customer satisfaction.

What’s inside the report?

Restricting Customers: Discover the top four fraud prevention methods and their unintended consequences on customer satisfaction.
Consumer Insights: Learn what factors contribute to negative return experiences and how they influence shopping decisions.
Executive Perspectives: Understand the disconnect between retail executives’ perceptions and consumers’ actual experiences with return policies.
AI-Driven Solutions: Explore how AI can help you manage returns more effectively, balancing security with customer satisfaction.