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How Important Are Return Policies to Your Customers?

How Important Are Return Policies to Your Customers?

It’s no exaggeration to say everyone shops online. Big Commerce puts the number of American e-commerce shoppers at 96%; that’s more than 310 million people. The National Retail Federation has found that 15 to 30 percent of those purchases are going to be returned. That means your online store’s return policies are very important.

Retailers are often very concerned that customers will take advantage of generous return policies. However, eMarketer reports that more than half of all shoppers won’t do business when they feel the return policies are too strict. The majority of shoppers prefer receiving a full refund, rather than exchanging an item or receiving store credit. Additionally, online shoppers don’t want to pay the shipping costs to return an item they don’t want or aren’t pleased with. Customers want to be able to return items without receipts, tags, or original packing materials, and more than one in ten shoppers would prefer to buy items online and return them to a nearby brick and mortar location.

As a business owner, determining what your return policies are going to require balancing the need to protect your business with customer preferences. It’s a good best practice to review your returns policy on an annual basis, to make sure its provisions are still appropriate for your business. Once you’re clear about what your policies are, you want to make sure they’re easy to find on your website and on any other sales channels, including social media. Analytics show us that this information is among the most-accessed content on any e-commerce site. If there are aspects of your return policy that are a competitive advantage, such as buy online return in store, make sure you promote this fact throughout your messaging: it can provide the final nudge that moves your customer from interest to action.

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Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress


Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office