Online vs. in-store: ease of returns in the U.S. 2022, by age group
Regardless of age, most U.S. consumers found in-store returns easier than online ones in 2022. While millennials (adults between 27 and 42) had the most positive experience with online returns, followed by Gen Z (ages 18 to 26), three-quarters of baby boomers (ages 59+) preferred to return their purchases in-store.