Online Ordering's Return Round Trip

PYMNTS' Online Ordering's Return Round Trip: Do Discounts Change Consumers' Minds About Returning Holiday Purchases? offers an in-depth look at why some shoppers are considering returning their 2020 holiday season purchases. We surveyed a census-balanced panel of 2,268 U.S. consumers to learn whether they made their purchases online or in store, which factors could drive them to return those purchases and what steps retailers can take to safeguard their holiday sales gains.
Inside the January Study:
  • 89 percent: Share of all 2020 holiday shoppers who made at least one purchase online
  • 56 percent: Portion of holiday shoppers who might return their purchases due to a mistake in size, color or style
  • 45 percent: Share of holiday shoppers who might keep an unwanted purchase if offered a discount of 10 percent

Holiday Shopping Report

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