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:

‍

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

Julia Söderqvist

Returbo CEO

‍

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

‍

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.

‍

Where Sprii comes in: Prevent returns with Live Shopping

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

‍

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

Corey Morris

CMO at Sprii

‍

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 returbo.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

‍