The current state of returns
Flexible returns policies
With a shifting global commerce climate, flexible returns policies are no longer the exception but the rule. Forter research shows that 80% of shoppers are deterred by inconvenient policies and expect free returns.
The struggle between CX and security
However the tension merchants face between offering returns benefits while accurately identifying and preventing abusive behavior can be a struggle. On average, 8% of all returns are fraudulent, and returns abuse costs retailers an estimated $25B annually.