Page Types Overview

Order Returns

25 design examples manually annotated by Baymard researchers

What’s this? Here you’ll find 25 annotated “Order Returns” design examples from Baymard’s UX benchmark of 60 major e-commerce sites. (Note: this is less than 1% of the full research catalog.)

Our quantitative research reveal 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 53% 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 1,103 US adults finds that 4.98% would never purchase from a particular e-commerce site again, while 7.56% 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 25 “Order Returns” design examples below, you may also want to read our related articles on “Have a ‘Cancellation Requested’ Order State” 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 37,000 hours of UX research findings, 640+ e-commerce UX guidelines, and 50,000+ UX performance scores.)