Findings reveal that 84% of consumers are concerned that tariffs will raise costs, and 80% would change their purchase behavior in response to higher prices due to tariffs.
ReturnPro (formerly goTRG), the industry leader in returns management and reverse logistics, published a consumer research report titled “The State of Consumer Returns” that focuses on the critical nature of returns in today’s shifting retail landscape. The report outlines findings from a survey of 500 U.S. consumers from diverse backgrounds.
According to the report, consumer returns are no longer just a cost of doing business; they are a critical factor shaping shopper behavior, loyalty, and brand trust. With the continued growth of eCommerce, returns have become more frequent, expensive, and complex. Despite the influence that returns have on business operations, the report found that most consumers are unaware of their true impact: 29% don’t believe returns cost retailers anything, and nearly half think brands break even on returned items.
“The role of returns in the retail industry is growing, creating a surge in demand for ReCommerce, refurbishment, and resale,” said Sender Shamiss, Co-Founder and CEO of ReturnPro. “For returns management and reverse logistics companies, this is both a challenge and a massive opportunity.”
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With consumers overwhelmingly concerned that tariffs will raise prices and the cost of returns, the economic pressures impacting consumer behavior was also a main focus of the survey. As imposed tariffs make it more expensive and complex to import foreign-made goods, ReturnPro believes retailers and consumers will increasingly turn to secondary markets to find value. Data showed that more than half (55%) of consumers surveyed would be more likely to buy from the secondary market to help offset costs due to tariffs.
The report also explores the role of artificial intelligence (AI) in purchase and returns decisions, whether sustainability is becoming a more significant factor in returns, and which returns policies drive consumer loyalty. These and other evolving trends are shaping the consumer mindset and what the future of returns will look like.
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Key findings and themes from the report include:
Economy-Driven Consumer Behavior
- A majority (84%) of consumers are concerned that tariffs will raise the cost of goods.
- If tariffs raise costs, 80% of consumers anticipate changes to their purchase behavior.
- More than half of consumers (55%) indicated they would be more likely to buy from a secondary marketplace to help offset rising costs due to tariffs.
The Role of AI in Shopping Decisions
- A majority (74%) of consumers are more likely to shop online if that retailer has a sizing tool to help determine the best fit.
- However, nearly half (46%) of consumers expressed distrust in AI.
Environmental Impact of Online Purchases
- Nearly two-thirds (64%) of consumers don’t consider the environmental impact (i.e., the carbon footprint) of their online purchases.
- However, over half (55%) would be more intentional about their purchases if they knew that returning products would negatively impact the environment.
Returns Policies Drive Loyalty
- A majority (83%) of consumers said that a retailer’s return policy would influence their decision to shop there.
- Nearly two-thirds (64%) said they are more likely to shop at a store with free returns.
- A majority of customers (90%) said a positive returns experience would impact their decision to shop with that retailer again.
The findings reveal that the conversation around consumer returns has evolved from fine print into a defining pillar of retail strategy. Returns are no longer just a post-purchase formality – they influence everything from shopping intent to brand loyalty, operational costs, and sustainability goals.
