U.S. consumers are sending back products at higher rates in 2025, according to Seel’s inaugural 2025 Returns and Refunds Report, signaling evolving shopper behavior that’s reshaping retail’s post‑purchase landscape. Retailers are confronting a notable uptick in returns stemming from both defective item returns and “change of mind” decisions, a trend tied to recession concerns, job uncertainty, and growing “try before you buy” habits among shoppers.
The report highlights that returns continue to be a significant strain on retailers’ revenue and logistics. Industry estimates suggest that apparel, electronics, and other categories are seeing increased return volumes, further complicating supply chain and reverse logistics operations already stretched during peak periods.
Consumer expectations around returns are evolving too. Many shoppers now view fast, transparent return and refund experiences as essential elements of the overall brand experience, with nearly one‑third of consumers returning at least one item annually.
While returns have long been part of retail, this surge highlights broader economic and behavioral dynamics. Shoppers are being more deliberate in their purchase decisions, weighing value and satisfaction more carefully than in previous years.
For retailers, mastering returns strategy and optimizing post‑purchase interactions is increasingly critical—not just to protect margins, but to maintain customer trust and loyalty in a competitive marketplace.
