➤ Key Highlights
Thirty-six percent of consumers want the convenience of at-home pickup when making a return.
Atlanta residents most often search return-related terms.
Alanta, Orlando, Las Vegas, Minneapolis, and Seattle are the five U.S. cities with shoppers most likely to make product returns as measured by return-related Internet search activity.
Clothing is by far the most returned category, cited by two-thirds of respondents.
The top reasons for returning products are items not fitting or being the wrong size (44%), followed by damaged products (31%), items that didn’t match the description (11%), and a change of mind (9%).
The vast majority (86%) of respondents say free return shipping is non-negotiable.
Nearly seven-in-10 respondents (69%) admit to keeping an item they wanted to return because they felt like the return process was too much of a hassle.
A recent survey and search analysis reveal that specific U.S. cities, including Atlanta, Orlando, and Las Vegas, have the highest rates of consumers seeking to make product returns. Clothing is the most frequently returned category, and free return shipping is considered essential by the majority of consumers. Convenience, such as at-home pickup, is increasingly important in the return process.
The event underscores how shifting consumer return behaviors signal evolving demand preferences and expectations within retail environments. As consumers increasingly value convenience and flexibility in returns, their expectations place pressure on retailers to adapt processes and policies. High return rates and preferences for free shipping reflect a broader transformation in how consumers evaluate and engage with retail offerings. These evolving return dynamics serve as a barometer for changing demand signals, influencing the absorption and performance of retail spaces.
⚠️ Why it matters now
For CRE professionals, understanding shifts in return behavior is crucial as it directly impacts tenant requirements, store layouts, and logistics infrastructure. Demand for more flexible and convenient return options may influence the design and operation of retail properties. Recognizing these evolving consumer expectations—especially around convenience and cost—can help stakeholders align offerings with current demand signals.
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➤ TAKEAWAY
Retail environments may increasingly adapt to accommodate new return preferences highlighted by consumer behavior. Stakeholders could observe further integration of convenient return options such as at-home pickup within retail properties. Ongoing attention to consumer return habits may guide future modifications in retail space allocation and service offerings.
