Consumers Prefer to Return Merchandise at Stores, not Online

Consumers Prefer to Return Merchandise at Stores, not Online

January 13, 2015         Written By Lynn Oldshue

While mobile shopping continues to grow in popularity, customers overwhelmingly prefer to return or exchange items in stores. A recent study revealed that 70% of consumers would rather return an item in store, compared to just 9% who prefer to do so online.

Even though online shopping is a more convenient option than store shopping, consumers reported the exact opposite feelings when it came to returns and exchanges. 62% of survey participants said store-based returns were convenient, while only 21% said the process was inconvenient. Comparably, 45% of people said online returns were convenient, while 38% said they were inconvenient.

Stores have worked to make the process of online returns as simple as possible, from door-to-door pickup to pre-printed return slips. Nevertheless, the hassle of boxing up the items, waiting for them to be checked in, and then waiting for the money to come back to the account is too much hassle for many people at this time.

85% of survey participants said companies should allow in-store returns for items purchased online. For the most part, major retailers like Walmart, Target and Best Buy already provide this service to their customers. It is usually smaller stores that require shoppers to return items through the method of ordering.

Until online returns can be streamlined to be as fast or efficient as in-store exchanges, consumers will likely be driving to their nearest retailer to get their money back.

The information contained within this article was accurate as of January 13, 2015. For up-to-date information on any of the terms, cards or offers mentioned above, visit the issuer's website. Many of the offers on this article are from our affiliate partners, and LowCards.com may be compensated if you take action with any of our affiliate partners.

Review LowCards.com Editor’s Top Cards!

2020 Top Credit Cards by Category
Featured Prepaid Card
NetSpend® Visa® Prepaid Card
EDITOR RATING
Featured Prepaid Card
NetSpend® Visa® Prepaid Card

Applying for this card will securely direct you to the issuer's website.

Top Features: No late fees or interest charges because this is not a credit card it is a prepaid card. 

Featured Secured Card
Assent Platinum 0% Intro Rate Mastercard Secured Credit Card
EDITOR RATING
Featured Secured Card
Assent Platinum 0% Intro Rate Mastercard Secured Credit Card

Applying for this card will securely direct you to the issuer's website.

Top Features: Intro APR Offer on Purchases, No Annual Fee For First Year

Featured Fair Credit Card
Reflex Mastercard® Credit Card
EDITOR RATING
Featured Fair Credit Card
Reflex Mastercard® Credit Card

Applying for this card will securely direct you to the issuer's website.

Top Features: All credit types welcome to apply!

Featured Bad Credit Card
First Digital NextGen Mastercard® Credit Card
EDITOR RATING
Featured Bad Credit Card
First Digital NextGen Mastercard® Credit Card

Applying for this card will securely direct you to the issuer's website.

Top Features: Reports to all three credit bureaus, perfect credit not required for approval


lynn-oldshue

About Lynn Oldshue

Lynn Oldshue has written personal finance stories for LowCards.com for twelve years. She majored in public relations at Mississippi State University.