US adults prefer extended returns policies over other experience-based rewards

Key stat: An extended returns policy is the No. 1 experience-based reward that US adults would be most interested in receiving from brands, per Ebbo’s October 2023 survey.

Beyond the chart:

  • Over half (55%) of US digital shoppers say they have abandoned a purchase because the return policy didn’t offer a convenient return option, per an August 2023 survey from Happy Returns commissioned by PayPal.
  • But instead of lengthening return windows, 42% of retailers have reduced the amount of time that customers have to return items within the past year, per a December 2023 survey by Blue Yonder.
  • Retailers should consider creating more flexible returns policies as an easy and inexpensive way to improve customer satisfaction.

Use this chart:

  • Brainstorm alternative rewards programs.
  • Evaluate current returns policies.

More like this:

Methodology: Data is from the January 2024 Ebbo report titled "2024 Apparel Loyalty Data Survey." 1,158 US adults ages 18+ were surveyed online during October 2023. Ebbo is a loyalty membership provider.