The International Council of Shopping Centers (ICSC) yesterday published its Consumer Returns Survey, which indicated that online shopping has roughly three times more returns that bricks-and-mortar shopping.
The New York City-based organization polled more than a thousand U.S. consumers between Feb. 7 and 9. The poll showed that for every $100 spent online, about $15 of product is returned. For every $100 spent in physical stores, roughly $5 of product is returned. Damaged goods (52 percent), item did not fit (50 percent), and item was not as expected (42 percent) were cited by respondents to the survey who explained why they had recently returned an item purchased online.
