Up to 2 out of every 3 items purchased online are returned, according to a study published by the American Reverse Logistics Association, despite the fact that the process is no longer completely free and involves some complication for consumers. The volume of returns continues to be the big issue for retailers, as it is not decreasing and is also gaining traction as e-commerce gains ground. According to one estimate for 2023 , almost 18% of the value generated by online sales will be lost in returns.

In addition to the reduction in revenue for the retailer - fashion returns are delayed and can hardly be reintroduced for sale - there are also environmental problems: the footprint of transport, packaging and, finally, waste. Up to 40% of returned products eventually end up in landfills. Some companies offer innovative collection solutions on the assumption that consumer behavior will not change. Others, on the other hand, incorporate better sizing guides and Artificial Intelligence applications into their platforms to assist in sorting out shoppers in a hurry: size and fit are the main reasons for dissatisfaction and, therefore, returns.

At ISEM we are investigating the scope of some AI tools - virtual fitting rooms, chatbots that advise, size and accessory recommenders - to alleviate this sustainability problem. To what extent are you willing to use these AI applications to reduce returns in your online shopping? Participating in this survey will take you no more than 5 minutes.