This report analyzes the growing impact of ecommerce returns on online retailers and examines how businesses are adapting their returns policies, processes, and technologies to manage rising costs and profitability pressures. Based on survey responses from U.S. retailers, the report reveals that returns remain a major operational and financial challenge despite widespread implementation of tighter return windows, higher fees, and stricter eligibility rules. It explores retailer approaches to returns management, customer return journeys, return initiation methods, refund workflows, and the role of digitization in improving visibility and efficiency. The report also highlights how many retailers still rely on manual processes and lack advanced metrics such as customer lifetime value, limitin

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