Royal Mail anticipates a 52 per cent rise in the return of unwanted or ill-fitting Christmas gifts purchased online, exceeding the average daily return parcel count for December.
The merchandise return rate for 2023 was 14.5 per cent overall, with US $ 743 billion in returns. In contrast to 10 per cent for in-person returns, it was significantly higher (17.6 per cent) for returns made online as reported by National Retail Federation and Appriss Retail.
Returns being an important part of the online shopping journey, take center stage. A survey commissioned by Royal Mail highlights their significance, revealing that 81 per cent of shoppers believe a positive return experience increases the chance of future purchases with a retailer.
Consumer preferences come into sharp focus too, with 81 per cent expressing unwillingness to shop with a retailer that takes return charges. Free returns emerge as a deciding factor for 47 per cent of the population when choosing one retailer over another. Additionally, 61 per cent prefer the convenience of having parcels collected from home rather than returning at the store.
Nick Landon, Chief Commercial Officer at Royal Mail, states “As every retailer knows, an easy and convenient returns experience that’s in line with shoppers’ expectations, is vital for repeat business.”
