New Consumer Report: How Returns Impact Customer Retention. Grab Your Copy Now

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How Returns Impact Customer Retention


We surveyed 1,000 online shoppers to uncover how they feel about returns. See what consumers have to say about returns and how they impact their shopping behavior.


Get our new consumer report How Returns Impact Customer Retention  to learn:


  • How return policies impact first-time and repeat purchases
  • Which aspects of returns consumers care about most
  • Why logistics and sustainability matter for retention
  • How brands can leverage post-purchase to drive customer loyalty

Image of a person removing a clothing tag with stat previews from the report

Your return policy matters more than you think

96% of consumers review return policies before making a purchase

In today’s economic climate, consumer’s are budget conscious. 80% said they have less confidence to spend, and are cutting back on non-essential purchases. What does that have to do with returns?

Well, your return policy has a huge impact on whether or not a shopper buys from you in the first place. And their experience actually returning a product could determine whether or not they buy from you again.

To attract and retain customers, you can’t ignore the importance returns. But don’t worry, we’re here to help.

When it comes to returns, every detail counts

Post-purchase incentives and environmentally friendly returns boost customer retention

Gone are the days where a brand can win over customers by simply slashing prices. Today, shoppers pick their favorite brands using a nuanced, experience-centric scorecard.

And they look at the post-purchase experience in the same way. Shoppers pay close attention to what happens after they make a purchase.

Finding the right balance between discount offers, convenience, and sustainability within the return experience is key to winning customers for life.

Eager to see where consumers place the most emphasis? Grab our new report to find out.

It’s time to extend the customer journey

Putting consumers at the heart of your return and exchange policy ensures high customer retention — today and for the long haul.

Want to learn how Loop can help you increase customer retention through returns?