Returns of online purchases are set to spike today as shoppers seek refunds or exchanges on unwanted Christmas gifts.
On the first working day of 2020, which has been dubbed ‘Takeback Thursday’, returns are expected to jump 72% compared to the average day in December.
The Royal Mail said today is the day that “most” Brits will return unwanted and ill-fitting presents received during the festive period.
According to a Royal Mail study, the average online shopper in the UK sends back one online purchase every month, while three in five consumers are unlikely to use a retailer again if they have a difficult returns experience.
Three-quarters of shoppers surveyed said that the most important element of the returns process is the speed of refund, while 73% said that clearly signposted returns information on a retailer’s website was also crucial.
A Royal Mail spokeswoman said: “With the festive season now over, January is the busiest time of the year for returns. Having a clear, user-friendly returns policy has never been more important. It is a vital part of the online shopping experience.
“For retailers, ensuring their returns experience is in line with consumers’ expectations is key. Over a third of shoppers would purchase more items if a ‘try before you buy’ option was available from a retailer, so it’s important to consider putting such a service at the heart of your returns offering.”
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