You know how sometimes you’re the jerk? Maybe you’re a little aggressive with a lane change to make your exit on the highway. Or you get a little heated with a customer-service rep who has nothing to do with the thing you’re mad about. It happens to the best of us.
Well, if you’ve ever bought stuff online and received free shipping or returns, you’ve also been a little bit of a jerk — and now it’s time to pay up.
Fast, free shipping and easy, no-cost returns have become a baseline expectation in the modern online shopping experience. Many consumers have grown accustomed to treating their bedrooms like store dressing rooms, confident they can regularly buy 20 items of clothing, try them on, and then send all but one back, no questions asked. Waiting even two days for a purchase to arrive seems like forever, and anything greater than $0 for shipping is a robbery. A December 2022 survey by the National Retail Federation and Appriss Retail found a 16.5% return rate for that year, estimating $816 billion worth of merchandise would be sent back.

