Shippo：2022年电子商务退换货报告-洞悉消费者需求（英文版）（17页）.pdf

1、1 2022 Returns Survey Report2022+?E-commerce Returns&Exchanges Report:Contents2 5ThePolicyImpact:HowReturnRulesCanMakeorBreaktheSale10EmbracetheExchange:ThePromiseofUpsellOpportunities12TheAftereffect:UsingYourReturnsExperiencetoDriveLoyalty14DeliveraBetterReturnsExperienceby OfferingFlexibility,Cho

2、ice&Simplicity14AbouttheSurvey15AboutShippo16AboutLoop3 2022 Returns Survey ReportGlobal e-commerce spend is expected to surpass$5 trillion by the end of this year(yes,thats Trillion with a“T”),and industry studies show that 54%of consumers now prefer browsing for new products online as opposed to i

3、n-store.Accelerated by the pandemic and friendlier fulfillment experiences,consumers have collectively moved to become more digital over the past several years and the opportunity to profit from this drastic shift from physical retail to e-commerce is huge.But when you consider that 60%of consumers

4、will break up with a brand over a subpar customer experience,its clear that the stakes of delivering on ever-growing expectations across the entire e-commerce journey are equally high.Regardless of merchant size or industry,e-commerce returns can be an uncomfortable but necessary subject.And while p

5、lanning to get ahead of reverse logistics may keep e-commerce business owners and ops professionals up at night,retail returns jumped an average of 16.6%in 2021 versus the previous year making one thing crystal clear.Retailers simply cant afford to stick their heads in the sand when faced with the c

6、omplexities of consumer e-commerce returns.4 2022 Returns Survey ReportTo help merchants get a better handle on this tricky topic,we surveyed 1,000 consumers to find out how they currently manage their e-commerce returns experiences,as well as what they hope to see from the retailers they shop with