Additional findings from the report include

  • 63 percent of consumers prefer to return an item at a brick-and-mortar store, while only 23 percent prefer to ship an item back.
  • 77 percent of consumers prefer to receive a monetary refund when they make a return (cash, debit card, or credit card refund).
  • Among consumers who were recently denied a return, the most common reasons for denial were not having the receipt or exceeding the retailer’s timeframe for a return.

InComm’s “Consumer Pulse: Returns” report drew on responses from more than 500 U.S. consumers who were asked about their experiences and attitudes towards retail return policies.