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ShipStation report highlights impact of return policies on customer retention
According to ShipStation’s 2025 Breaking Benchmarks Report, return policies significantly influence consumer loyalty and brand perception. The report indicates that nearly 70% of shoppers are willing to switch to a competitor that offers easier return processes.
Furthermore, 57% of consumers stated they would not shop with a retailer again if they were charged a fee for a return. Beyond direct revenue loss, returns incur various operational costs, including shipping, processing, inventory management, and customer service.
To mitigate friction, the report suggests implementing self-service returns portals. These tools allow customers to select items and generate shipping labels independently, reducing the need for manual customer service intervention and minimizing consumer frustration.
Entities
Claims
What the coverage asserts, and how many sources carry each claim.
- [● 3 SOURCES] Returns involve costs for shipping, processing, inventory, and customer service. pontevedrarecorder.com · krdo.com · localnews8.com
- [● 3 SOURCES] 57% of consumers say they would not shop with a retailer again after being charged for a return. pontevedrarecorder.com · krdo.com · localnews8.com
- [● 3 SOURCES] Nearly 70% of shoppers will switch to a competitor that offers easier returns. pontevedrarecorder.com · krdo.com · localnews8.com
- [● 3 SOURCES] Self-service returns portals allow customers to select items and generate labels independently. pontevedrarecorder.com · krdo.com · localnews8.com