Gift Returns Survey: Returning More Inconvenient for Online Shoppers

After the holidays, shopping season isn’t over for many Americans. After receiving gifts, many head back into stores to make returns or exchanges. How many have to go through the gift returns process this year, and how do shoppers feel about the convenience of returning items to stores?

gift exchange

Holiday Gifts

In Ask Your Target Market’s latest survey, 79% of respondents said that they received gifts during this holiday season. Of those respondents, 74% said that they do not have to exchange or return any of the items they received. 8% said that they have to exchange multiple items. 12% said they received just one gift that needs to be returned this year. And 6% said they are still unsure about whether or not they will return any of the gifts they received this holiday season.

Returns and Exchanges

In general, 45% of respondents said that they have returned or exchanged items in stores at some point. 4% said that they have returned items that they bought online or through mail order. And 23% said that they have returned items both in stores and via mail order. 29% of respondents said that they have not ever returned or exchanged an item.


Just 12% of overall respondents said they think the process of returning gifts is usually very convenient. 44% said they think it is somewhat convenient. 35% said it is usually somewhat inconvenient. And 9% said they think the process of returning gifts is very inconvenient. Those who returned items in stores were more likely to think the process is convenient than those who returned items they bought online or via mail order.

You can view the complete survey results in the widget below and be sure to click “Open Full Report” to take advantage of all the chart and filter options.

Photo Credit: Work Gift Exchange from Flickr

What do you want to know? If you need some consumer insights on a particular topic, let us know in the comments below and we’ll consider it for an upcoming survey post.

Results were collected on December 27 via AYTM’s online survey panel.

Anne Pilon brings 3 years experience to AYTM as a blogger and journalist. She has a degree in journalism and marketing communications from Columbia College in Chicago and enjoys writing about business, marketing, social media, and art.