While 2020 was a year unlike any other, it didn't stop consumers from making returns. In fact, despite store closures and unpredictable times, retail returns increased compared to 2019.
Store closings and re-openings, along with concerns for safety during the pandemic, caused consumers to shop and return items in a variety of ways, including drop-off sites, BORIS (buy online, return in-store), returning packages in the mail, and traditional in-store returns. This increase in omnichannel retail returns has left retailers racing to keep up with handling and processing.
Appriss Retail's annual Consumer Returns in the Retail Industry report dives deep into the impact of legitimate and fraudulent returns. This year's report also provides information on how COVID-19 has affected return volumes, the handling of returned merchandise, and the costs of processing them.
Before you read the full report, start with some of the quick facts below: