A quarter (25%) of the UK’s leading brands such as Zara and Boohoo are now charging shoppers to return purchases they have made online; a year-on-year increase of 14%.

The State of Operations Experience Management Study Series 2022, conducted by parcelLab, the Operations Experience Management platform, found that of those consumers being charged for making a return, the average cost is £3.53 and it takes an average of nine days for refunds to be processed. To undertake this...