Cost of online retail returns in the U.S. 2019-2024

In 2024, returns on online purchases in the United States amounted to nearly *** billion U.S. dollars. That is a significant increase compared to the previous year when the cost of e-commerce returns was approximately *** billion U.S. dollars.

The impact of free returns

Numerous factors contribute to a shopper's decision to return items bought online, with varying preferences guiding their return process. Nonetheless, certain consumer preferences hold greater significance than others. In 2022, nearly ** percent of United States consumers who returned an online order listed free returns as a one of their main e-commerce returns preference. The impact of free returns on consumer shopping behavior in the U.S. is considerable, with roughly **** out of ten consumers indicating a strong likelihood of discontinuing purchases from a brand if it were to remove the option of free returns.

Paying for returns: U.S. vs. EU

The willingness of consumers to pay for e-commerce returns varies across countries. Despite resistance from many U.S. online shoppers, the North American country still boasts one of the largest shares of consumers willing to invest in online returns. Moreover, a 2022 survey conducted among consumers in the U.S. and selected European countries revealed that the percentage of shoppers anticipating free online returns was higher in Italy, Belgium, France, and Spain compared to the United States.