Returns Study 2022

Returns are a key element of online retail. How do Swiss online retailers manage returns? How can these be avoided? How do consumers behave? The online retailer study and the e-commerce trend indicator provide a comprehensive insight into returns management in Swiss e-commerce.


79% of online shops rely on support in terms of product information (e.g. presentation of products, size advisors, customer reviews) to avoid returns. 89% of consumers say the reason for returning an item is that it doesn’t meet their expectations, e.g. size and quality. 35% of online shops continually analyses returns data (e.g. via reporting), and 32% use the to derive and implement avoidance measures. 95% of consumers are in favor of a simple returns process. 83% of consumers consider quick refunds important. 92% of consumers state that clear return conditions are important. 68% of online retailers provide information about refunds.

Returns Study 2022 Returns in Swiss e-commerce

Where are the opportunities and potentials in returns management? What avoidance measures and recommendations for action are suggested as regards sustainability?

A comprehensive insight into returns management in Swiss e-commerce:

  • Study results (including returns options and conditions, use of returns data, avoidance measures, recycling of returns, customer communications, success measurement, etc.)
  • Expert opinions
  • Guest posts
  • Recommendations for action

The online retailer study was carried out by Swiss Post and the Institute for Communication and Marketing (IKM) at the Lucerne University of Applied Sciences and Arts. The results are rounded off with useful insights from experts and recommendations for action.


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