Recommerce Program Trust & Adoption Survey

Welcome to this research study on retail shopping experiences. Your participation is entirely voluntary, and you may stop at any time without penalty. There are no right or wrong answers—we are interested in your honest opinions. All responses are confidential and will be reported only in aggregate. This survey takes approximately 12 minutes to complete. In this survey, "recommerce" refers to programs where retailers take back used or unwanted items to refurbish, resell as certified pre‑owned, or responsibly recycle them. Examples include trade‑in for store credit, mail‑back recycling, and purchasing certified pre‑owned products. By continuing, you indicate that you have read the above and consent to participate.

Where have you purchased retail products in the past 12 months? Select all that apply.

• Brand websites or apps
• Retailer websites (multi-brand)
• Online marketplaces (e.g., Amazon)
• Physical brand stores
• Big-box or department stores
• Secondhand or thrift stores
• Peer-to-peer platforms (e.g., eBay, Facebook Marketplace)
• Subscription or rental services
• Other (please specify)
• I did not purchase retail products in the past 12 months

In the past 12 months, did you return any retail items (for any reason)?

• Yes
• No

In the past 12 months, did you participate in any retailer program where you traded in, sold back, or returned products specifically for resale, refurbishment, or recycling?

• Yes
• No
• I'm not sure

Which benefits did you receive from the retailer recommerce program(s) you participated in? Select all that apply.

• Store credit
• Instant discount on a new purchase
• Cash payout
• Loyalty points
• Free pickup or return shipping
• Same-day in-store drop-off convenience
• Other (please specify)

In the past 12 months, did you sell or give away items through peer‑to‑peer platforms (e.g., eBay, Facebook Marketplace)?

• Yes
• No

Which peer‑to‑peer platforms did you use in the past 12 months? Select all that apply.

• eBay
• Facebook Marketplace
• Poshmark
• Depop
• Vinted
• Craigslist or Gumtree
• OfferUp
• Other (please specify)

Before today, how familiar were you with retailer-run recommerce programs (e.g., trade-in, certified pre-owned, buyback)?

How likely are you to use a retailer's recommerce program (trade-in, buyback, or certified pre-owned purchase) in the next 12 months?

How likely are you to recommend a retailer's recommerce program to a friend or family member?

What minimum discount off the original retail price would motivate you to buy a certified pre‑owned item from a retailer?

• No discount needed — I'd buy at the same price
• 1–9% off
• 10–19% off
• 20–29% off
• 30–39% off
• 40–49% off
• 50% or more off
• I would not buy certified pre-owned regardless of discount

Please rank the following incentives by how important they would be in motivating you to participate in a retailer recommerce program (drag to reorder; 1 = most important).

1. Higher payout for like-new condition items
2. Instant discount on a same-day purchase
3. Cash option instead of store credit
4. Free home pickup or return shipping
5. Bonus loyalty points
6. Extended return or trade-in window

What, if anything, would make you more likely to buy or trade through a retailer's recommerce program?

Please rank the following program features by how much they would influence your decision to participate in a retailer recommerce program (drag to reorder; 1 = most influential).

1. Clear grading and valuation transparency
2. Quality assurance or refurbishment certification
3. Convenient pickup or drop-off options
4. Fast issuance of payout or credit
5. Flexible payout choices (cash, credit, or points)
6. Responsive customer support

To what extent would uncertainty about how retailers value your items limit your use of recommerce programs?

To what extent would concerns about the hygiene or quality of pre-owned items limit your use of recommerce programs?

To what extent would inconvenient drop-off or shipping logistics limit your use of recommerce programs?

To what extent would low payout or credit amounts limit your use of recommerce programs?

To what extent would concerns about personal data privacy (e.g., electronics trade-in) limit your use of recommerce programs?

How much do you trust retailers to fairly value items you return or trade in through recommerce programs?

How much do you trust retailers to responsibly handle (refurbish, resell, or recycle) items returned through recommerce programs?

Based on your responses throughout this survey, please share any additional thoughts or feelings about retailer recommerce programs—what excites you, what concerns you, or what would change your mind about participating.

What is your age?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Which of the following best describes your gender?

• Woman
• Man
• Non-binary
• Prefer to self-describe (please specify)
• Prefer not to say

In which country do you currently reside?

• United States
• Canada
• United Kingdom
• Australia
• Germany
• France
• Spain
• Italy
• Netherlands
• India
• Other (please specify)

What is the highest level of education you have completed?

• Less than high school
• High school or equivalent
• Some college, no degree
• Associate degree
• Bachelor's degree
• Master's degree
• Doctorate or professional degree
• Prefer not to say

What is your current employment status?

• Employed full-time
• Employed part-time
• Self-employed
• Student
• Homemaker
• Unemployed
• Retired
• Prefer not to say

Thank you for completing this survey. Your feedback will be used to help improve retailer recommerce programs and the shopping experience. All responses will remain confidential and reported only in aggregate. If you have any questions about this research, please contact the research team.