What’s this? Here you’ll find 52 annotated “Order Returns” design examples from Baymard’s UX benchmark of 63 major e-commerce sites. (Note: this is less than 1% of the full research catalog.)
Our quantitative research reveals that 29% of e-commerce users who access their e-commerce account, do so to initiate, manage, or complete a return. Furthermore, we’ve found that 72% of users returned at least one item in the past year to an e-commerce site, and we found that 11% of users have abandoned at least one purchase in the past quarter solely due to an unsatisfactory returns policy. Despite the importance of returns, during our large-scale usability testing of the returns processes at e-commerce sites, we’ve found this to be the single Self-Service and Accounts related feature that generate the most frustrations and usability issues for users.
More ‘Order Returns’ Insights
Our quantitative study of 2,437 US adults finds that 7% would never purchase from a particular e-commerce site again, while 12% would be unlikely to do so — solely due to a negative return experience.
Our testing reveal a long array of potential pitfalls in the online returns experience, such as initiating the return on the e-commerce site, moving through the return flow, printing the shipping label, returns costs, returns shipping methods, in-store returns, and communicating the status of an ongoing return. Unfortunately our testing also revealed that while a pre-printed return label in the original package is greatly appreciated by some users it doesn’t replace having an online returns flow.
Learn More: Besides exploring the 52 “Order Returns” design examples below, you may also want to read our related articles on “54% of E-Commerce Sites Have a Returns Interface with Substantial Usability Issues” and “New Research Findings on ‘Accounts & Self-Service’ UX”.
Get Full Access: To see all of Baymard’s 65 design guidelines on Accounts & Self-Service pages and features you’ll need Baymard Premium access. (Premium also provides you full access to 61,000+ hours of UX research findings, 750+ e-commerce UX guidelines, and 77,800+ UX performance scores.)
Gilt (2019)
4 adhered 2 violated
Amazon (2019)
4 adhered 0 violated
Costco (2019)
3 adhered 2 violated
Ann Taylor (2019)
3 adhered 2 violated
GAP (2019)
3 adhered 0 violated
Microsoft (2019)
3 adhered 1 violated
HP (2019)
3 adhered 3 violated
Apple (2019)
3 adhered 1 violated
Apple (2019)
3 adhered 2 violated
Amazon (2019)
3 adhered 0 violated
H&M (2019)
3 adhered 5 violated
Ann Taylor (2019)
2 adhered 2 violated
GAP (2019)
2 adhered 2 violated
Microsoft (2019)
2 adhered 0 violated
Dell (2019)
2 adhered 1 violated
Gilt (2019)
2 adhered 2 violated
Marks & Spencer (2019)
2 adhered 6 violated
John Lewis (2019)
2 adhered 6 violated
Ann Taylor (2019)
1 adhered 0 violated
GAP (2019)
1 adhered 2 violated
Microsoft (2019)
1 adhered 3 violated
HP (2019)
1 adhered 3 violated
Apple (2019)
1 adhered 0 violated
Amazon (2019)
1 adhered 1 violated
Costco (2019)
0 adhered 5 violated
Costco (2019)
0 adhered 1 violated
Dell (2019)
0 adhered 4 violated
Dell (2019)
0 adhered 2 violated
Dell (2019)
0 adhered 1 violated
Gilt (2019)
0 adhered 0 violated
Best Buy (2018)
9 adhered 3 violated
Macy's (2018)
7 adhered 2 violated
Wayfair (2018)
7 adhered 1 violated
Williams Sonoma (2018)
6 adhered 5 violated
Target (2018)
6 adhered 5 violated
Urban Outfitters (2018)
5 adhered 4 violated
Lowe's (2018)
5 adhered 6 violated
Nike (2018)
5 adhered 6 violated
B&H Photo (2018)
5 adhered 4 violated
Walmart (2018)
5 adhered 3 violated
Staples (2018)
4 adhered 6 violated
Hayneedle (2018)
4 adhered 5 violated
Crate & Barrel (2018)
4 adhered 4 violated
Crutchfield (2018)
2 adhered 3 violated
ASOS (2018)
2 adhered 6 violated
Kohl's (2018)
1 adhered 1 violated
Sears (2018)
1 adhered 0 violated
American Eagle Outfitters (2018)
0 adhered 3 violated
American Eagle Outfitters (2018)
0 adhered 0 violated
L. L. Bean (2018)
0 adhered 1 violated
Northern Tool (2018)
0 adhered 1 violated
Overstock (2018)
0 adhered 1 violated