2023 Consumer Returns in the Retail Industry

2023 Consumer Returns in the Retail Industry Executive Summary • The approach to the 2023 Consumer Returns in the Retail Industry report is slightly different than years past. [...] • The total amount of dollars lost to returns abuse and fraud in 2023 is $101 billion. [...] Retail Industry Sales (In-Store and Online) 100.0% $5,130,000,000,000 Total In-store Sales 72.6% $3,724,380,000,000 Total Online Sales 27.4% $1,405,620,000,000 Total Amount of Retail Returns 14.5% $743,850,000,000 Total amount of Fraudulent and Abusive Returns 13.7% $101,907,450,000 In-store returns as a % of sales inclusive of BORIS 13.3% $495,342,540,000 In-Store returns as a % of sales excludin. [...] 3 Consumer Returns in the Retail Industry 2023 IN-STORE, ONLINE AND BORIS RETURNS 17.6% 13.3% 10.02% Returns purchased online In-store returns In-store returns and returned online inclusive of BORIS exclusive of BORIS $247 Billion $495 Billion $373 Billion • Online sales are expected to increase by 10%, achieving a total of $1.4 trillion in total online sales. [...] • A new category in online returns is claims and appeasements; this is also the fastest-growing category included in the return fraud and abuse category.