“Carvana return rates are in the mid- to high-single digits, and about half of those are swaps — meaning, a customer exchanges the original vehicle for a different Carvana vehicle,” Keiser said.
“[Our policy] comes back to a couple things, one of which is the cost of changing customer behavior and reducing the perceived risk of trying something new,” she said. “If the worst that can happen when [customers] buy cars online is that [they] return them, people will try it.”
Carvana looks at this business model through an economic lens, Keiser said. “In the early days, we found that a seven-day money-back guarantee is just about as good of a get-out-of-jail-free card for a customer [as someone can get].”
In addition, Carvana offers a 100-day warranty. “That test-to-own feels like a good example of something that challenges the [traditional car-buying] paradigm,” she said.