Online vs. in-store: ease of returns in the U.S. 2022, by age group

Published by
Martin Placek,
Dec 8, 2023
Regardless of age, most U.S. consumers found in-store returns easier than online ones in 2022. While millennials (adults between 27 and 42) had the most positive experience with online returns, followed by Gen Z (ages 18 to 26), three-quarters of baby boomers (ages 59+) preferred to return their purchases in-store.

Ease of online vs. in-store returns process in the United States in 2022, by generation

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Sources

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Release date

March 2023

Region

United States

Survey time period

Q4 2022

Number of respondents

1,000 respondents

Age group

18 years and older

Supplementary notes

The sample sizes are nationally representative, naturally including both Klarna users and non-Klarna users.

The source does not provide a release date, the date used is that of last access.

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