The returns experience shapes the overall perceptions of a retailer.
UPS is projecting “record-breaking” returns this holiday season, which will peak on Jan. 2, with 1.9 million returns expected via the carrier’s network. This is a 26 percent increase compared with last year — which also set a record.UPS said the swelling volume of returns “illustrates how e-commerce is changing the way consumers buy during the holidays.” In December, UPS is expecting to ship more than 1 million return packages to retailers and e-commerce sites each day.
In UPS’ “Pulse of the Online Shopper” study, 73 percent of shoppers polled “said the overall returns experience impacts their likelihood to purchase from a retailer again” while 68 percent said the “returns experience shapes their overall perceptions of a retailer.” More than 40 percent of respondents said “free return shipping contributes most to a positive returns experience.”
Warren said if brands and retailers “want to be considered a ‘Returns Rockstar’ this holiday season, they will need to be prepared to offer a seamless, hassle-free returns experience to consumers.” He noted UPS offers a host of solutions to help companies do just that.
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