Narvar, an enterprise-grade post-purchase experience platform, has published a report Making Returns a Competitive Advantage. The report states that online return is a critical moment in the customer journey today.

The company surveyed 700 U.S. consumers who returned an online purchase in the past 12 months.

The findings of the study include:

  • In 2016, ecommerce sales will reach $400 billion in US
  • 54% of 75.4 million US millennials make their purchases online
  • 48% of millennials saying returns are a hassle
  • 47% of shoppers said that it’s easier to return on online purchase to a store
  • 60% of millennials keep purchases they dislike just to avoid return hassles.

Explore more findings from the Narvar study.

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