--- title: Why Blind Shoppers Struggle With Online Product Returns description: Learn the accessibility barriers blind shoppers face when completing online product returns, including QR codes, location selection, and form limits. image: https://blog.usablenet.com/hubfs/e-commerce-online-shopping-digital-marketing-and-sales-business-technology-concept-137074336%20(1).jpg --- - [skip to menu](https://blog.usablenet.com/online-product-return-accessibility-barriers#nav) - [skip to content](https://blog.usablenet.com/online-product-return-accessibility-barriers#main-content) - [skip to footer](https://blog.usablenet.com/online-product-return-accessibility-barriers#footer) Test the accessibility of your website for free! Try UsableNet AQA. 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[Get Help with EN 301 549 Compliance](https://info.usablenet.com/eaa-en-301-549-compliance?__hstc=181257784.2243d86205d8f41e204908d6f6578263.1725908600455.1736198093211.1736205902814.174&__hssc=181257784.1.1736205902814&__hsfp=3011104808) - Who We Serve ## Industry [E-commerce and Consumer Goods](https://info.usablenet.com/industries-e-commerce-consumer-goods) [Food Service and Hospitality](https://info.usablenet.com/-industries-food-service-hospitality) [Banking and Financial Services](https://info.usablenet.com/industries-financial-services) [Healthcare](https://info.usablenet.com/industries-healthcare) [Technology and Business Services](https://info.usablenet.com/-industries-technology-and-business-services) [Public Sector and Education](https://info.usablenet.com/industries-public-sector-and-education) ## Compliance [Canadian Accessibility Laws](https://info.usablenet.com/compliance-canada) [European Accessibility Laws](https://info.usablenet.com/compliance-europe) [Other International Accessibility](https://info.usablenet.com/compliance-international) [United States Accessibility Laws](https://info.usablenet.com/compliance-united-states) 2026 Midyear report on digital accessibility lawsuits in the US [Download Now](https://info.usablenet.com/2026-midyear-report) - [Pricing](https://usablenet.com/pricing) - [Blog](https://blog.usablenet.com/) - [About Us](https://usablenet.com/about-us) [Get a Demo](https://info.usablenet.com/contact) # Why Blind Shoppers Struggle With Online Product Returns **By** [Michael Taylor](https://blog.usablenet.com/author/michael-taylor) on Feb 20, 2026 **Topics:** [Web Accessibility](https://blog.usablenet.com/topic/web-accessibility), [Retail](https://blog.usablenet.com/topic/retail), [User Experience](https://blog.usablenet.com/topic/user-experience) 0 Comments - - - ![Why Blind Shoppers Struggle With Online Product Returns](https://blog.usablenet.com/hubfs/e-commerce-online-shopping-digital-marketing-and-sales-business-technology-concept-137074336%20(1).jpg) The weeks after the holiday season are one of the busiest times of the year for product returns. Gift exchanges, extended return windows, and unwanted purchases all increase the number of items sent back to retailers. Even small online stores now offer return experiences similar to major retailers. I return online purchases occasionally and have found the process far from accessible. While each company designs its return workflow differently, the same accessibility barriers appear repeatedly. In this post I describe the most common problems I encounter when completing online returns independently. **In this article** This article explains common accessibility barriers blind shoppers encounter during online product returns, including return codes, location selection, and form input requirements. Many of these issues occur after the purchase is complete and can prevent customers from finishing a return without assistance. Online shopping does not end at checkout and remains part of broader [ecommerce accessibility requirements](https://blog.usablenet.com/ecommerce-website-accessibility-guide). ## Return Codes and QR Code Access Most online returns rely on a QR code scanned at a drop-off location. The code connects the product to the return request and usually arrives by email after submitting the return form. I frequently encounter accessibility problems interacting with these codes. ### QR Codes Not Detected Screen readers often skip the code entirely when it appears in an email or webpage. Nothing is announced, and I cannot quickly locate the code to present at the return location. When returning multiple items, I also cannot confirm which product belongs to which code. This happens because the code is treated only as an image and lacks accessible text or interaction support, similar to other [common ecommerce accessibility issues](https://blog.usablenet.com/common-ecommerce-website-accessibility-issues-and-how-to-fix-them). ### Navigation Traps Sometimes the screen reader finds the QR code but then becomes stuck on it. I cannot move forward or backward through the email. The only way to recover is to exit and reopen the message. These problems turn a simple step into a blocker that prevents completing the return independently. ## Selecting a Drop-Off Location Most returns require bringing the product to a store or shipping access point. The return process typically asks the shopper to choose a drop-off location. This step is often inaccessible. ### Map-Only Location Pickers Many retailers now use map interfaces instead of lists. A map shows nearby locations and selecting a pin opens details for that site. These map interfaces are rarely screen reader accessible because they depend on visual interaction and share patterns with broader [retail navigation accessibility barriers](https://blog.usablenet.com/retail-search-accessibility-holiday-shopping). ### Hidden List View Options Some platforms include a button to switch to a list-based interface. Ironically, the button is often unlabeled or announced incorrectly, so it cannot be found. I often become stuck here and must ask a sighted person for help to continue the return. ## Character Limits in Return Reason Fields Many retailers now require a written reason for the return. A text field with a character limit collects this information. The accessibility issue involves how the limit is communicated. ### No Remaining Character Feedback Visually, a counter updates as the shopper types. Screen readers often provide no indication of remaining characters. ### Invisible Overflow Errors If I exceed the limit, the system prevents continuing but does not identify where the problem occurs. The extra text appears visually different, but the screen reader reads everything the same. The Continue button becomes unavailable and I must guess how much text to delete. Because of this, I often enter only a single word to avoid failure. While this works, it prevents me from providing useful feedback about the product. These interaction patterns are also seen in broader [holiday shopping accessibility problems](https://blog.usablenet.com/holiday-shopping-accessibility-2025).  ## Why Return Accessibility Matters Online shopping does not end with a purchase. A transaction is only accessible if it can also be reversed independently. Common return barriers include: - Undetectable QR codes - Inaccessible location selection - Form limits without feedback Many of these failures are not detected by [automated accessibility testing](https://usablenet.com/automated-accessibility-testing-tool) because the interface technically exists but cannot be used effectively. Blind shoppers should be able to initiate and complete returns without assistance. At present, many return workflows still prevent that from happening. Organizations addressing these issues typically implement broader [e-commerce accessibility solutions](https://info.usablenet.com/e-commerce-accessibility-solutions). ![Michael Taylor](https://blog.usablenet.com/hubfs/Imported_Blog_Media/Michael%20Taylor-4.jpg) ### [Michael Taylor](https://blog.usablenet.com/author/michael-taylor) I am a regular contributor to the UsableNet blog on digital accessibility. I develop, write, and edit content for the company blog related to my experiences with digital accessibility. I explore various areas of the digital world and combine my unique perspective as a screen reader user with my fun and creative writing style to deliver an informative and engaging final product. My goal is to advance the company's marketing initiatives while also raising awareness about digital accessibility and how it affects the lives of real-world assistive technology users. My work covers everything from common accessibility challenges to robust and accessible design to tutorial-like content for specific web elements. - - - - ### Related posts ![Hotel Website Accessibility: Check-in, Messaging, and In-Stay Barriers for Blind Guests](https://blog.usablenet.com/hubfs/Beachside-min.jpg) [Hotel Website Accessibility: Check-in, Messaging, and In-Stay Barriers for Blind Guests](https://blog.usablenet.com/hotel-website-accessibility-check-in-and-in-stay-barriers-for-blind-guests) Jul 15, 2026 ![Hotel Website Accessibility: Browsing Room Options](https://blog.usablenet.com/hubfs/Beachside-min.jpg) [Hotel Website Accessibility: Browsing Room Options](https://blog.usablenet.com/hotel-website-accessibility-browsing-room-options) Jul 14, 2026 ![Inside the 2026 Midyear Numbers: The ADA continues to be the ONLY true enforcement around](https://blog.usablenet.com/hubfs/Registration%20-%20Midyear%20Report.png) [Inside the 2026 Midyear Numbers: The ADA continues to be the ONLY true enforcement around](https://blog.usablenet.com/inside-the-2026-midyear-numbers-where-digital-accessibility-litigation-is-going) Jul 8, 2026 ![Real Estate Website Accessibility: Property Listing Pages and Screen Readers](https://blog.usablenet.com/hubfs/Real%20Estate%20Website%20Accessibility%20-%20Property%20Listing%20Pages%20and%20Screen%20Readers%201200%20x%20630.png) [Real Estate Website Accessibility: Property Listing Pages and Screen Readers](https://blog.usablenet.com/real-estate-website-accessibility-property-listing-pages-and-screen-readers) Jul 7, 2026 ### Sign Up for the UsableNet Blog ### Recent Posts ![feature image](https://blog.usablenet.com/hubfs/Beachside-min.jpg) [Hotel Website Accessibility: Check-in, Messaging, and In-Stay Barriers for Blind Guests](https://blog.usablenet.com/hotel-website-accessibility-check-in-and-in-stay-barriers-for-blind-guests) Jul 15, 2026 ![feature image](https://blog.usablenet.com/hubfs/Beachside-min.jpg) [Hotel Website Accessibility: Browsing Room Options](https://blog.usablenet.com/hotel-website-accessibility-browsing-room-options) Jul 14, 2026 ![feature image](https://blog.usablenet.com/hubfs/Registration%20-%20Midyear%20Report.png) [Inside the 2026 Midyear Numbers: The ADA continues to be the ONLY true enforcement around](https://blog.usablenet.com/inside-the-2026-midyear-numbers-where-digital-accessibility-litigation-is-going) Jul 8, 2026 ### Posts by Topic - [Web Accessibility (311)](https://blog.usablenet.com/topic/web-accessibility) - [User Experience (113)](https://blog.usablenet.com/topic/user-experience) - [ADA Lawsuits (45)](https://blog.usablenet.com/topic/ada-lawsuits) - [ADA Website Compliance (38)](https://blog.usablenet.com/topic/ada-website-compliance) - [European Accessibility Act (34)](https://blog.usablenet.com/topic/european-accessibility-act) - [Mobile Web (30)](https://blog.usablenet.com/topic/mobile-web) - [Mobile Apps (27)](https://blog.usablenet.com/topic/mobile-apps) - [Retail (27)](https://blog.usablenet.com/topic/retail) ![](https://blog.usablenet.com/hubfs/Consultation%20Icon.svg) Need to improve digital usability, accessibility or performance? 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Stay up-to-date on our insights, the latest tech news and digital trends. ![International Association of Accessibility Professionals logo](https://blog.usablenet.com/hs-fs/hubfs/SaaS%20Theme/2023%20Header%20and%20Footer/IAAP-logo.png?width=150&height=81&name=IAAP-logo.png) © 2026 UsableNet Inc. ![International Association of Accessibility Professionals logo](https://blog.usablenet.com/hs-fs/hubfs/SaaS%20Theme/2023%20Header%20and%20Footer/IAAP-logo.png?width=150&height=81&name=IAAP-logo.png) © 2026 UsableNet Inc. ```json { "@context" : "https://schema.org", "@type" : "BlogPosting", "author" : { "@type" : "Person", "name" : "Michael Taylor", "url" : "https://blog.usablenet.com/author/michael-taylor" }, "dateModified" : "2026-02-20T14:30:00.317Z", "datePublished" : "2026-02-20T14:30:00.000Z", "headline" : "Why Blind Shoppers Struggle With Online Product Returns", "image" : [ "https://blog.usablenet.com/hubfs/e-commerce-online-shopping-digital-marketing-and-sales-business-technology-concept-137074336%20(1).jpg" ], "mainEntityOfPage" : { "@id" : "https://blog.usablenet.com/online-product-return-accessibility-barriers", "@type" : "WebPage" }, "publisher" : { "@type" : "Organization", "logo" : { "@type" : "ImageObject", "url" : "https://blog.usablenet.com/hubfs/UsableNet%20Logo_Black.png" }, "name" : "UsableNet Inc." } } ```