2024年零售行业退货报告

Investment Rating - The report does not explicitly provide an investment rating for the retail industry, but it highlights significant challenges and opportunities related to consumer returns and fraud management. Core Insights - The total returns for the retail industry in 2024 amounted to $685 billion, representing a return rate of 13.21% of total sales [9][12] - Fraudulent and abusive returns accounted for $103 billion, or 15.14% of total returns, indicating a substantial impact on retailers' bottom lines [9][12] - The report emphasizes the growing trend of online shopping, with over 52% of return dollars coming from Buy Online Return In-Store (BORIS) and Buy Online Return Online (BORO) combined [5] Summary of Returns and Returns Fraud - Total U.S. retail sales reached $5.19 trillion, with in-store sales at $3.72 trillion (71.55%) and online sales at $1.48 trillion (28.45%) [10] - The return rate from in-store sales was 8.72%, while online returns (BORO + BORIS) reached 24.52% [17] - Common types of return fraud include wardrobing (60%), fraudulent returns using stolen tender (55%), and returns of stolen merchandise (48%) [14] Return Policies - 83% of retailers have tightened return policies to decrease returns, and 84% have done so to combat fraud, but these changes may negatively impact customer satisfaction [18] - 55% of consumers have refrained from purchasing from retailers due to restrictive return policies, while 31% stopped shopping at certain retailers due to negative return experiences [20] Consumer Impact - Positive return experiences lead to increased customer satisfaction, with 70% of consumers making additional purchases due to favorable return experiences [20] - 89% of consumers would make more purchases if they had positive return experiences, highlighting the importance of effective return policies [20]