A study of about 2,000 consumers across seven countries, cited by Riskified, finds 46% of respondents consider it acceptable to return an item solely because it looked different online. 42% endorse buying multiple sizes to try at home and returning most. 85% view at least one such practice as legitimate.
The e-commerce risk-management firm Riskified published a study covering approximately 2,000 consumers in seven countries. The findings highlight a significant shift in consumer attitudes toward returns and the growing role of AI tools like ChatGPT and Claude in drafting return or refund requests. According to the survey, 46% of respondents believe it is acceptable to return a product simply because it looks different from its online presentation, and 42% find it acceptable to buy multiple sizes for home fitting and return most of them. A large majority, 85%, considers at least one such return-related behavior legitimate. The results suggest that merchants face increasing pressure to adapt return policies and manage fraud risks as AI-assisted return requests become more common.
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