Returnly Unveils First-Ever Consumer Return Behavior Study
SAN FRANCISCO , February 19 /Businesswire/ - Returnly, the smart returns platform, today released its “2020 State of Returns Report.” Unlike other studies that shed light on online returns by analyzing reverse logistics data, Returnly’s report focuses on shopper behavior at the point of return. It is the largest report of its kind, analyzing a sample of 4 million shoppers in the U.S. spanning across the top growing direct-to-consumer ecommerce verticals. For online retailers and brands, the ability to understand and influence consumer return behavior is critical to ensure profitable growth and keeping hard-earned customers happy.
“Our goal is to give direct-to-consumer brands insights on what modern shoppers expect when returning and exchanging products online,” said Eduardo Vilar, founder and CEO of Returnly. “Our return personas give brands a blueprint to offer memorable return experiences that turn First-Time Returners into Loyalists.”
Meet The Return Personas
While many studies have been done to identify shopper personas to advise merchants before a sale is made, very little has been done to understand customers by their post-purchase behavior. Returnly has distilled key behavioral insights and identified the preferences and expectations of six key returner personas:
For all the insights from Returnly’s State of Returns report, download it here.
Methodology:
Returnly’s 2020 State of Returns Report captures return behavioral data of a random sample of 4 million online consumers ages 18+ in the U.S. across six ecommerce verticals: Apparel, Accessories, Footwear, Jewelry, Beauty and Electronics. Returnly commissioned a third party to augment a sample of 20,000 shopper profiles to arrive at social-demographic profiles.
About Returnly
Returnly is a smart returns platform that helps direct-to-consumers brands offer a return experience like no other. Returnly is the only return solution that lets customers get the right item before returning the wrong one. The result is a world-class shopping experience with the industry’s highest customer satisfaction score of (CSAT) of 91%.
Returnly has also developed a turn-key solution around its financial technology that includes returns management tools as well as hosted and fully brandable end-customer touchpoints like package tracking, online returns and exchanges and Green Returns.
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