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:

• Out-of-the-box tips for cutting down on returns
• How retailer return policies can help—or hurt—sales goals
• How much do return policies impact shopper decisions?
• 4 technologies to help curb cart abandonment

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.