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UPS Pulse of the Online Shopper Executive Summary

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Returns A Return Policy's Impact on Purchase Intent Returns options heavily influence consumers' likelihood to complete a sale, with restocking and shipping fees being the most impactful deterrents. 19 Return in store OR ship back for free using prepaid label provided Likely to Complete Sale Neutral Unlikely to Complete Sale Return not accepted in store BUT ship back for free using prepaid label provided Return in store OR buyer pays return shipping Return in store OR ship back for free using prepaid label provided BUT there is restocking fee Return not accepted in store AND buyer pays return shipping 82 % 14 % 20 % 31 % 35 % 29 % 67 % 45 % 33 % 20 % 4 % 13 % 24 % 32 % 51 % Home Introduction Today's Online Shopping Experience Mobile Omnichannel Role of the Store Security & Privacy Checkout & Delivery Returns

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