3. Online shoppers are seeing the improvements that retailers have made to returns programs over the last five years. Between 2012 and 2016, consumers consistently reported fewer issues paying for returns shipping, paying restocking fees, and experiencing a delay in receiving credits or refunds.
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4. Merchandise returns cost U.S. retailers more than $260 billion in lost sales, according to the National Retail Federation.
5. About 70 percent of online shoppers made an additional purchase when they returned an item to a store and 45 percent made an additional purchase when processing their return on the retailer's website.
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