State of Exchanges and Returns: How Leading Retailers Build Revenue-Boosting Customer Experiences

Custom content for Happy Returns by Retail Dive's Brand Studio

Until now, few retailers have made the connection between revenue and their exchange and return process. But it’s proving to be one of the most promising untapped revenue generators for today’s online businesses. To better understand the potential value of the exchange and return process, we surveyed 124 retail executives and 213 retail consumers. In this survey report, we uncover:

Three exchange and return best practices that retailers have used to build positive, revenue-generating customer experiences
Three areas where there’s room for improvement in the exchange and return experience
Three most urgent opportunities online retailers have to improve in 2021

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