Smarter Returns and Live Shopping: Turning Costs into Loyalty

The problem with returns (and why they’re getting worse)

In 2024, online shoppers are expected to return over $890 billion worth of products. That’s nearly double what it was in 2019. And when you factor in restocking, logistics, and customer service, returns can eat up to 65% of a product’s original value.

But here’s what’s often overlooked:

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“83% of shoppers won’t come back after a bad return experience - and 97% will return after a positive one.”

Julia Söderqvist

Returbo CEO

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That’s why how you manage returns—before and after purchase—can be a true competitive advantage.

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Returbo’s approach: Make returns easier, smarter, and more valuable

Julia founded Returbo after running her own e-commerce business and realizing how painful manual return processes can be—for both merchants and customers.

Returbo helps modern e-commerce teams:

• Automate return handling and eliminate back-and-forth
• Collect data on why customers are returning (by product, category, or pattern)
• Nudge customers toward exchanges instead of refunds → Some merchants convert over 60% of returns into exchanges

That keeps more revenue in your business—and customers in your ecosystem.

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Where Sprii comes in: Prevent returns with Live Shopping

Returns happen when products don’t match expectations. That’s where Live Shopping shines.

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“Live Shopping helps customers make better, more informed decisions before they click ‘buy’”

Corey Morris

CMO at Sprii

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Here’s how Sprii reduces returns:

• Live demos show how products fit, feel, or function
• Hosts answer questions in real-time to reduce uncertainty
• Customers get social proof from experts and communities
• Return rates drop - Sprii customers often see returns of <10%, and even <1%

It’s like walking into a store, talking to a salesperson, and walking out confident.

The new strategy: From return risk to loyalty engine

Corey and Julia agreed on one thing:

Returns shouldn’t be viewed as a problem to eliminate—but as an opportunity to improve.

The winning formula?

• Clear return policies - 8 in 10 shoppers check them before purchasing
• Digital return workflows - Speeds up the process and unlocks valuable insights
• Smarter product information - Live Shopping = better expectations = fewer surprises

Let’s flip the script on returns

It’s time to stop seeing returns as a sunk cost—and start seeing them as part of the full customer experience.

Whether it’s guiding customers before purchase through Live Shopping, or offering seamless post-purchase options through Returbo, the goal is the same:

Build trust. Boost loyalty. And keep shoppers coming back.

Want to watch the full talk - check out our Expert Talk with Returbo and Julia Söderqvist here.

Learn more

Want to turn your returns into a loyalty engine? Visit reurbo.io to explore Returbo

Want to reduce returns before they happen? Learn how Sprii’s Live Shopping solution can help

Want more content like this? - Follow Sprii on LinkedIn or watch the full Expert Talk

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