Customer Returns in the Retail Industry 2021

NRF and Appriss Retail surveyed retailers to better understand the current returns landscape. This report includes a look at the overall impact of consumer returns, how the holiday season and digital landscape impacts returns, and benchmarking data on return fraud. Some key findings are below:

• Total returns account for over $761 billion in lost sales for U.S. retailers
• For every $1 billion sales, the average retailer incurs $166 million in merchandise returns
• For every $100 in returned merchandise accepted, retailers lose $10.30 to return fraud.
• Receipted returns are a hidden risk from behaviors like shoplifting, collusion, wardrobing and more