A recent survey found that an e-commerce company's returns process is critical to customer loyalty.

E-commerce management platform Narvar recently conducted a study that showed that 95% of online shoppers would shop with a retailer again if their returns process was satisfactory.

The data also showed that 82% of respondents said they became repeat shoppers at a store after successfully returning an item.

In the United States, 700 people were surveyed and all had made at least one online purchase in the past year.

Narvar's CEO said online shoppers "return to online purchases frequently, while remaining loyal to brands if they have a positive experience."

The study also examined which elements of an online return experience kept users from returning to the site.

Topping the list was restocking fees, which 83% of users said prevented returns, followed by shipping costs, short lead times, and the requirement to receive a return authorization.

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