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Global online shopping return reasons 2019

According to a January 2019 survey of online shoppers worldwide, the main reason for online purchase returns were faulty or damaged goods, or products not being as described online. Poor quality was also a common reason to return an online order.

Reasons for returning online purchases according to online shoppers worldwide as of January 2019

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Release date

August 2019



Survey time period

December 2018 to January 2019

Number of respondents

18,000 respondents

Age group

17 years and older

Special properties

online shoppers

Method of interview

Online survey

Supplementary notes

The survey was administered online to 18,000 consumers in 10 languages across 15 countries between December 2018 and January 2019. All participants made at least two online orders that required delivery in the three months prior to taking the survey.

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Statistics on "Reverse logistics"

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