Gift Returns Survey: Returning Online Orders Considered Inconvenient

After the holidays, malls and stores around the world are bombarded with shoppers looking to return or exchange the gifts they received from friends and loved ones. Gift returns can sometimes be complicated or inconvenient, but now consumers at least have a few options for doing so. So how many consumers have to make gift returns this year?

gift returns

Gift Returns

In Ask Your Target Market’s latest survey, 78% of respondents said they received holiday gifts this year. And of those respondents, 10% said they have or will return multiple items. 16% plan to return or exchange just one gift they received this year. And 72% don’t plan to return or exchange any of their holiday gifts this year.

Online vs. In Stores

Consumers today have a few different options for returning gifts. 77% of those who have or will return holiday gifts this year said they plan to return them directly to stores. 19% said they have or will return gifts via mail or online. And 11% are still undecided or have other means of returning gifts. It would seem that as more people start shopping online, more people might return their holiday gifts online. However, 22% of those who returned gifts in a December 2013 survey did so via mail or online. So that number has actually decreased in the last year.


In terms of overall convenience, 43% of shoppers consider returning gifts in stores to be relatively convenient. And just 30% consider returning gifts bought online or by mail to be convenient. That inconvenience might actually deter people from returning gifts sometimes, as just 22% said they usually return or exchange at least a gift or two after the holiday season each year.

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: Art Shop 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 30 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.