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CX Dive: Free returns are often a deal breaker for consumers
Returns are essential to e-commerce, with 3 in 5 consumers making one in the past 12 months.
“Returns are no longer a post-purchase afterthought — they’re shaping buying decisions,” Rithum CEO Lou Keyes said in a prepared statement. “For brands and retailers, the return experience has become a critical business lever, not just a logistical function.”
In fact, 84% of consumers are satisfied with the return policies of their most frequented retailers.
Rithum concludes that “this high satisfaction likely reflects consumer self-selection — shoppers are avoiding anywhere with less favorable return policies.”
Shoppers in the United States and Canada have higher expectations than those in other markets, with about 2 in 5 consumers saying that a 30-day return window is reasonable.
Returns, however, cost retailers a lot of money. In 2024, U.S. retailers paid an estimated $890 billion for returns, accounting for 17% of total sales, according to the National Retail Federation.
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
