Insider Intelligence delivers leading-edge research to clients in a variety of forms, including full-length reports and data visualizations to equip you with actionable takeaways for better business decisions.
In-depth analysis, benchmarks and shorter spotlights on digital trends.
Learn More
Interactive projections with 10k+ metrics on market trends, & consumer behavior.
Learn More
Proprietary data and over 3,000 third-party sources about the most important topics.
Learn More
Industry KPIs
Industry benchmarks for the most important KPIs in digital marketing, advertising, retail and ecommerce.
Learn More
Client-only email newsletters with analysis and takeaways from the daily news.
Learn More
Analyst Access Program
Exclusive time with the thought leaders who craft our research.
Learn More

About Insider Intelligence

Our goal at Insider Intelligence is to unlock digital opportunities for our clients with the world’s most trusted forecasts, analysis, and benchmarks. Spanning five core coverage areas and dozens of industries, our research on digital transformation is exhaustive.
Our Story
Learn more about our mission and how Insider Intelligence came to be.
Learn More
Rigorous proprietary data vetting strips biases and produces superior insights.
Learn More
Our People
Take a look into our corporate culture and view our open roles.
Join the Team
Contact Us
Speak to a member of our team to learn more about Insider Intelligence.
Contact Us
See our latest press releases, news articles or download our press kit.
Learn More
Advertising & Sponsorship Opportunities
Reach an engaged audience of decision-makers.
Learn More
Browse our upcoming and past events, recent podcasts, and other featured resources.
Learn More
Tune in to eMarketer's daily, weekly, and monthly podcasts.
Learn More

The Cost of Returns

A try-before-you-buy model may be hurting retailers

Even without an established try-before-you-buy model, retailers’ generous free return policies have led to consumers purchasing multiple items with the intent to send some back.

Retailers like Warby Parker and Amazon have popularized try-before-you-buy by letting consumers try on products at no upfront cost. The consumer is only charged for what they keep, and the remainder is returned.

As a result, a February 2018 study from Brightpearl, conducted by OnePoll, found that over 40% of US and UK retailers have seen a spike in intentional returns compared with a year ago. What's more, some 70% of retailers believe the try-before-you-buy model leads to more returns. 

"[Try-before-you-buy] creates a tsunami of returns that could easily overwhelm retailers who do not have the processes or workflows in place to cope with that level of change," the study said. 

And this may be why many are hesitant to try it out. More than eight in 10 retailers surveyed said they haven't adopted a try-before-you-buy program—and of that group, roughly six in 10 don't intend to. Just 8.5% said they plan to adopt within the next 12 months, while another 29.7% weren't sure. 

Rising return rates due to the try-before-you-buy model may be harmful to online retailers’ bottom lines. 

In fact, 44% of US and more than half of UK respondents said the increase in returns has strongly affected margins. And that's difficult for retailers, especially since consumers have come to expect this type of service. Nearly 90% of consumers polled by BrightPearl said they expect free returns, and almost as many would resent a retailer that made them pay.

Overall, people place a lot of value on return policies that issue full refunds. And if a retailer has a strict return policy in place, many consumers just take their business elsewhere.