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Chain Store Age: Customers expect free returns, but don’t always make them honestly
Free returns are becoming a requirement, but retailers must watch for abuse of their policies.
Almost nine-in-10 (88%) of more than 6,000 consumers surveyed across the U.S., Canada, U.K., France and Germany now expect free returns as a standard offering and 60% have made one in the past 12 months.
The “2025 Global Returns & Profit Impact Report” from global commerce solutions provider Rithum also reveals that 61% of respondents cite poor fit as the main reason for returning items and one-in-three have returned products that didn’t match their online description or images.
About Rithum
Rithum (formerly CommerceHub and ChannelAdvisor) is a leading global commerce solution that supports the entire commerce journey—from product listing and discovery to order fulfillment and performance optimization. By streamlining the path to purchase, Rithum enables brands and retailers to operate more efficiently, so they can maximize profitability.
With AI-powered automation, unified insights, and seamless integration across commerce and media channels, Rithum allows your team to focus on growth strategies while we handle the complexity of omnichannel orchestration. Whether you’re launching new products, expanding into new markets, or optimizing retail media campaigns, Rithum helps you turn every customer touchpoint into a revenue-driving opportunity.
Top global retailers and brands, such as Adidas, Best Buy, B&Q, Draper Tools, The Home Depot, and Zalando, trust Rithum to streamline their commerce operations and maximize results. With teams based in the U.S., U.K., Ireland, Spain, and Australia, we partner with clients worldwide to make commerce smarter, faster, and more connected.
Media Contact
Walker Sands, for Rithum
rithum@walkersands.com
