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Study shows 43% of retailers find handling online order returns in-store is a top challenge as store design is not adapted for it and  increases in the volume of returns has created new costs

June 25, 2025 //  by Finnovate

Forty-three percent of retailers say handling online order returns in-store is a top challenge, and that increases in the volume of returns has created new costs, according to a new study from Retail Systems Research (RSR), sponsored by retail technology provider Jumpmind. More than one-in-five retailers told RSR their stores were not designed for today’s more advanced customer service functions, such as order pickup, online returns, etc. Forty-one percent said that omnichannel fulfillment and returns require new in-store sales rep roles and workflows. RSR noted that the average return rate for online transactions is three-times higher than the return rate for in-store purchases. Despite challenges, 72% of retailers surveyed believe in-store returns can create opportunities to drive new sales. However, only 17% of shoppers end up spending more money following a return in-store. The vast majority of consumers surveyed (43%) simply return the item and walk out, revealing that retailers have a long way to go in improving the process.

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