Most retailers set up return fees to discourage returns

Key stat: Over half of retailer executives say that they implemented a return fee to discourage customers from initiating returns, according to October 2024 data from Optoro. Thirty-nine percent of executives said they launched a fee to discourage excessive or abusive returns, while 20% said it is to make it difficult or discourage customers from returning products.

Beyond the chart:

• Retail and ecommerce returns will be valued at just over $1 trillion in 2025, per our December forecast.
• While return value for retail and ecommerce grew 18.8% in 2024, it will grow 5.9% in 2025.

Use this chart: Retailers can use this chart to track how successful the industry is at discouraging future return rates and benchmark how well fees impact customer behavior.

Related EMARKETER reports:

• Retail and Ecommerce Sales Benchmarks: Q4 2024 (EMARKETER subscription required)
• Advertising Trends to Watch in 2025 (EMARKETER subscription required)

Methodology: Data is from the November 2024 Optoro report titled "2024 Returns Unwrapped." 350 US retail executives were surveyed during September-October 2024.