Promoting or encouraging refunds is usually viewed as a big no no when it comes to marketing your brand online. Traditionally refunds and returns are the side of business that no one wants to talk about. However, in todays highly competitive eCommerce market, a customer-centric returns portal could be the reason why a customer decides to follow through with a purchase from your online store.
So before you neglect to educate your customers on your returns process or try to hide your refund policy in the T&C’s all together, take a look at these customer insights we’ve pulled from multiple sources that showcase just how important quick and easy returns can be for your business.

Key insights:
It costs as much as 5x more to obtain a new customer than to deal with unhappy customers. Source: Invespcro
According to UPS, a website’s return and exchange policy gets viewed by 68% of shoppers. Source: Salecycle
Close to 70% of customers will check a returns policy prior to checking out. Source: Retail Customer Experience
33% of repeat consumers would choose to abandon a retailer if they had a “difficult” returns experience. Source: McKinsey Returns Management Survey
86% of survey respondents agree that a lenient returns policy is critical to increasing revenue and share of wallet. Source: McKinsey Returns Management Survey
According to a 2020 report on returns from Narvar, the level of convenience and transparency in the returns experience is critical to consumer retention. Source: State of Returns Narvar Report
66% of first-time consumers who had an “easy” or “very easy” returns experience would shop at a retailer again. Source: Internet Retailing
33% of repeat consumers would choose to abandon a retailer if they had a “difficult” returns experience. Source: McKinsey Returns Management Survey
89% of businesses, "see customer experience as a key factor in driving customer loyalty and retention." Source: Invespcro
