Retail 2020: How Retailers Can Rekindle Customer Love and Avoid Consumer Abuse

Regrettably, returns and abuse are a growing problem for many merchants. To help companies understand customers' attitudes towards retailers, Signifyd surveyed more than 2,000 online shoppers as part of their 2020 Consumer Sentiment Survey. This paper summarizes the survey findings, which examine subjects such as fraudulent charges, data breaches, and returns. Companies' policies and their effect on the customer experience are also explored, particularly around returns and chargebacks. Signifyd closes with a brief look at their Commerce Protection Platform as well as ideas as to how retailers can approach changing consumer sentiments.