Bar chart
Return fees and shopper attitudes, 2024 vs 2025
A bar chart of three figures from the National Retail Federation and Happy Returns 2025 Retail Returns Landscape, each compared with the year before: the share of US merchants charging for at least some return options (66% to 72%), shoppers who call free returns an important purchase factor (76% to 82%) and shoppers less likely to buy again after a poor returns experience (67% to 71%). Useful for ecommerce and CX teams weighing a returns fee. Koji helps you interview the customers who kept an item without a word.
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What's in this bar chart
| 2024 | 2025 | |
|---|---|---|
| Merchants charging for some returns | 66% | 72% |
| Shoppers who rate free returns important | 76% | 82% |
| Less likely to rebuy after poor returns | 67% | 71% |
Merchant figure from 358 ecommerce professionals. Shopper figures from 2,006 consumers who returned an online order.
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Free to use in your docs, decks and posts under CC BY 4.0, as long as you credit Koji with a link to this page. To embed it, paste this into your page:
<a href="https://www.koji.so/visuals/nrf-return-fees-shopper-attitudes-2024-vs-2025"><img src="https://www.koji.so/visuals/nrf-return-fees-shopper-attitudes-2024-vs-2025/nrf-return-fees-shopper-attitudes-2024-vs-2025.png" alt="Bar chart of NRF returns data: merchants charging for some returns rose from 66% to 72%, and 82% of shoppers now call free returns important." width="1200" height="687" /></a>
<p>Source: <a href="https://www.koji.so/visuals/nrf-return-fees-shopper-attitudes-2024-vs-2025">Return fees and shopper attitudes, 2024 vs 2025</a>, Koji</p>
