There's no denying that ecommerce is disrupting the retail industry. But when it comes to returning a digital purchase, most online shoppers favor visiting a physical store rather than shipping it back.
Indeed, 75% of US internet users surveyed by CGS in January 2018 said they prefer that course of action.
Female respondents—particularly those ages 25 to 34 and 55 to 64—were "five times more likely to return items in-store than shipping it back," according to the survey.
CGS' findings are in line with other studies that focused on the returns process.