Key stat: Over three quarters (78%) of US consumers say they’re likely to return packages to a convenient, attended location inside, according to a June 2024 survey from Narvar. Nearly as many (71%) would use home pickup for their returns at a time they select.

Beyond the chart:

• We forecast total retail return value to reach $931.85 billion this year, a 2.0% increase over 2023.
• 81% of US digital shoppers review return policies before making a purchase with a merchant for the first time and 73% agree that a poor returns experience impacts their decision to shop with a merchant in the future, according to an August 2023 survey from Happy Returns and PayPal.

Use this chart: Marketers and retailers can use this chart to highlight the importance of convenience in the returns process and demonstrate the value of offering multiple return methods.

Related EMARKETER reports:

• US Retail Ecommerce Returns 2024 (Subscription required)
• The Ecommerce Delivery Opportunity (Subscription required)

Methodology: Data is from the August 2024 Narvar report “2024 State of Returns.” 1,924 US consumers ages 18-75 were surveyed during June 2024.