We are excited to announce that our ˜The Ecommerce Returns Opportunity: Improving Experience, Conversion and Retention' report in collaboration with industry expert nShift is available to download now!

What's inside?

Returns have become a key driver of customer satisfaction, conversion and loyalty, making an effective returns strategy more important than ever. Discover the latest insights from 1,000 UK consumers to understand changing expectations, identify opportunities to optimise your returns process, and learn how leading retailers are turning returns into a competitive advantage.

Inside the report, we cover:

• Consumer's feelings towards the post-purchase experience
• Perceptions on returns policies; the importance and ease of making a return
• The impact of free versus paid returns and where customers are willing to accept charges
• How AI can help make returns policies more fair
• The most common reasons why customers are returning items
• Whether consumers are honest when completing return reason forms
• How long consumers expect it will take to initiate a return
• Are in-store returns more or less desirable than by post or courier?
• Consumers' feelings towards return denials and what they expect to happen next
• 5 key takeaways and top tips from IMRG and nShift

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Meet your experts

IMRG We help our members understand and improve their online retail performance through a busy programme of performance benchmarking, data analysis, insight, best practice-sharing, and events. We have been tracking online sales since 2000 “ and now measure over 120 individual metrics in a series of indexes, providing in-depth intelligence on online and mobile sales, delivery trends, marketing ROI and channel performance. nShift nShift powers the world's leading global Delivery & Experience Management platform, helping companies to run their entire delivery journey in one place with the speed, clarity, and care that keeps customers coming back. From checkout to returns, every delivery moment shapes how customers see a brand. With over 1,000 carrier connections and reach into nearly every market, our platform makes those moments run smoothly and work harder for any business. It makes checkout smarter, shipping smooth, tracking clear, and returns simple and sustainable.