UPS expects National Returns Day to occur before Christmas, reflecting just how deeply eCommerce is reshaping the retail universe.
The company expects consumers who got a jump on online shopping in the days before Black Friday to return over 1 million packages each day in December, jumpstarting the holiday returns season earlier than ever.
The spike is driven by self-gifting because of retailer promotions, express shipping for deliveries and returns, simplified returns processes and advanced re-stocking and management systems.
In past years, National Returns Day occurred in early January and represented the highest spike of packages for the entire year.
UPS still expects returns to hit 1.3 million packages on Jan. 3, but this will now represent the second wave and the company estimates Dec. 19 returns will hit 1.5 million.
These returns are included in the 800 million packages UPS anticipates delivering this holiday season.
”UPS understands the essential and evolving role that package returns play in e-commerce. As a result, UPS has helped our customers get ahead of the curve with a portfolio of technology-driven returns services. We help retailers deliver a premium experience that manages the cost of the returns process while meeting the needs of today’s discerning consumer.”
Kevin Warren, UPS’s Chief Marketing Officer
Research continues to show that to succeed in eCommerce retailers must offer comprehensive returns services. UPS’s Pulse of the Online Shopper™ study found that:
- 75% of consumers have shipped returns back to the retailer.
- 79% of e-commerce shoppers surveyed said free shipping on returns is important when selecting an online retailer.
- 44% said the top issue encountered when returning an item online is paying for return shipping.
- Top elements of a great returns experience include an easy-to-return online experience and a no-questions-asked policy.
Optoro, a technology company that helps retailers and brands optimize their returned and excess inventory, found that 97 percent of consumers are more likely to buy something again from a retailer with which they had a positive returns experience.
Conversely, 89 percent of customers will not shop again at a retailer or brand with which they had a negative returns experience.
“Leading retailers and brands understand that the returns moment is an increasingly important time to drive future customer loyalty and engagement.”
Tobin Moore, co-founder and CEO of Washington, D.C.-based Optoro
Have you noticed an early spike in returns as UPS suggests? Please use the comments section below or head over to our Facebook Group for Small Business Sellers and interact with other small business owners.