More than half of online shoppers in their 20s think it’s easier to return items in store, a new survey found. Older shoppers don’t necessarily see it that way.
A report by Narvar, a company focusing on online customer service, found that 55% of 21- to 29-year-olds surveyed considered in-store returns the easier option over other return methods.
By contrast, among those 30-44, only 46% felt that way. The older the shoppers, the less likely they were to consider in-store returns easier.
Millennials don’t relish returns in general, Narvar found. Some 60% said they had kept items they disliked to avoid dealing with the hassle of returning them.
The study focused specifically on returns of digital purchases, but it’s hard to discern why millennials would necessarily see in-store returns more favorably than older generations. They are more likely to be digital shoppers and buyers than older groups, so it would stand to reason that they would have no particular desire to visit a physical store to return a purchase.