2024年零售行业退货报告

2024 Consumer Returnsin the Retail Industry EXECUTIVE SUMMARY Appriss Retail, in collaboration with Deloitte, has developed a comprehensive report onconsumerreturns in the retail industry. As a leader in data and analytics solutions, Appriss Retailhelps reduceretail losses, prevent return and claim fraud, and enhance the consumer experience.Serving60 of the top 100 U.S. retailers, Appriss Retail supports one-third of all U.S. omnichannelsalesacross 150,000 locations. The report combines insights from physical stores and onlinechannels, featuring data from surveys of 150 North American retail executives, 1,000 consumers,andthe U.S. Census Bureau. Returns remain a considerable cost to retailers, the total return dollars in this report don’t accountfor the margin loss and other frictional costs associated with processing and handling returns. Thegrowth of online shopping continues to have a growing impact on in-store returns. This year BuyOnline Return Instore (BORIS) and Buy Online Return Online (BORO) combined account for over 52%of all return dollars. Although retailers continue to test new policies and systemic rules, the amount of fraud and abuseremains a significant issue that should be addressed. Fraudsters and abusers are often becomingadept at circumventing retailer’s controls across all channels including call centers. Total returns for the retail industry amounted to$685billion in merchandise in 2024.*The total returns rate as a percentage of sales for 2024 is13.21%.*The percentage of abuse and fraud impacting total returns in 2024 is15.14%.*The total amount of dollars lost to fraudulent and abusive returns and claims in 2024is$103 billion.*84%of retail executives report their companies have changed return policies in the pastyear to combat fraud, however this is having adverse implications.**55%of consumers have decided not to buy from retailers due to restrictive return policies,while31%stopped shopping at certain retailers due to negative return experiences.** SUMMARY OF RETURNS AND RETURNS FRAUD MERCHANDISE SALES, RETURNS, AND FRAUD AND ABUSE $685 Billion $5.19 Trillion United States Census BureauTotal US Retail Sales $103 Billion Frequent Types of Return Fraud or Abuse 150 retail executives were surveyed to identify the most common types of returns fraud andabuse they have encountered. Here are the results. IN-STORE, ONLINE AND BORIS RETURNS Online sales are expected to increase by 5%, achieving a total of$1.48trillion in totalonlinesales.* Returns from online sales (inclusive of BORO and BORIS) are$362billion.* A growing challenge for retailers in online returns is claims and appeasements. Claimsand appeasement fraud & abuse are estimated to be worth$21B. Claims arise whenshoppers report issues such as missing deliveries, damaged items, or product defects.To address these concerns, retailers often offer appeasements, such as credits, to helpmaintain customer satisfaction.** When identifying fraudulent online returns, retailers surveyed stipulate that the mostcommon indicator is empty boxes at31%.*** The return rate for in-store purchases was8.72%, while online returns reached24.52%.Combined, the overall return rate stands at 13.21%.**** As retailers adopt no-receipt, no-return policies, fraudulent actors may shift to tacticslike counterfeit returns. To help them stay ahead, retailers should continually adapt toemerging forms of return fraud. RETURN POLICIES Returns are often a thorny issue for retailers. 83% of companies surveyed have tightened returnpolicies to decrease returns, and 84% to combat fraud. But are these efforts hurting customersatisfaction more than necessary? What the data suggests is that policy changes are having littleeffect on deterring fraud & abuse. Policies can be subject to human error, bias, and are frequentlybypassed to appease the consumer. Top Fraud-Prevention Efforts/Tools Deployed: Consumer Impact: These changes to return policies can have long-term negative impacts on consumerloyalty and future spend. While positive return experiences contribute to customersatisfaction and retention. 36%of consumers havehad a negative returnexperience 31%stopped shopping at certainretailers due to negativereturn experiences 55%of consumers havedecided not to buy fromretailers due to restrictivereturn policies 89%would make morepurchases if theyhad positive returnexperiences 70%of consumers madeadditional purchasesdue to positive returnexperiences WHO OWN RETURNS Appriss Retail is working to identify industry-leading practices, starting with a key question: Whoshould own the returns process, and what are the leading practices for helping to manage it? Returns have emerged as a challenge for retailers, driven by higher return rates from digital sales,BOPIS (buy-online-pick-up-in-store), and BORIS (buy-online-return-in-store). These issues arefurther compounded by professional fraudsters and shifting consumer return behaviors. Early findings from th