2024年零售行业退货报告（英）

2024 Consumer Returns in the Retail IndustryR E P O R T2024 CONSUMER RETURNS IN THE RETAIL INDUSTRYAPPRISS RETAIL | DELOITTE2EXECUTIVE SUMMARYAppriss Retail, in collaboration with Deloitte, has developed a comprehensive report on consumer returns in the retail industry. As a leader in data and analytics solutions, Appriss Retail helps reduce retail losses, prevent return and claim fraud, and enhance the consumer experience. Serving 60 of the top 100 U.S. retailers, Appriss Retail supports one-third of all U.S. omnichannel sales across 150,000 locations. The report combines insights from physical stores and online channels, featuring data from surveys of 150 North American retail executives, 1,000 consumers, and the U.S. Census Bureau.Returns remain a considerable cost to retailers, the total return dollars in this report don’t account for the margin loss and other frictional costs associated with processing and handling returns. The growth of online shopping continues to have a growing impact on in-store returns. This year Buy Online Return Instore (BORIS) and Buy Online Return Online (BORO) combined account for over 52% of all return dollars. Although retailers continue to test new policies and systemic rules, the amount of fraud and abuse remains a significant issue that should be addressed. Fraudsters and abusers are often becoming adept at circumventing retailer’s controls across all channels including call centers. Total returns for the retail industry amounted to $685 billion in merchandise in 2024.* The total returns rate as a percentage of sales for 2024 is 13.21%.* The percentage of abuse and fraud impacting total returns in 2024 is 15.14%.* The total amount of dollars lost to fraudulent and abusive returns and claims in 2024 is $103 billion.* 84% of retail executives report their companies have changed return policies in the past year to combat fraud, however this is having adverse implications.** 55% of consumers have decided not to buy from retailers due to restrictive return policies, while 31% stopped shopping at certain retailers due to negative return experiences.* Source: Returns data are generated from actual returns processed by Appriss Retail. Executive and consumer data are based on survey results.** Source: How Important Are Returns to Customers?**2024 CONSUMER RETURNS IN THE RETAIL INDUSTRYAPPRISS RETAIL | DELOITTE3MERCHANDISE SALES, RETURNS, AND FRAUD AND ABUSE$103 Billion Amount of fraudulent returns and claims as a % of total returns. (avg. 15.14%)$5.19 Trillion United States Census Bureau Total US Retail Sales$685 Billion Amount of merchandise returned as a % of total sales. (avg. 13.21%)Source: Appriss Retail and United States Census Bureau Source: Appriss Retail and Retail Dive Survey: How Important Are Returns to Customers?Frequent Types of Return Fraud or Abuse150 retail executives were surveyed to identify the most common types of returns fraud and abuse they have encountered. Here are the result