The returns are coming. This holiday season, 61% of retailers expect return rates of 11% or higher compared to 2020, according to a survey from data platform Inmar Intelligence.
Some are more prepared than others to deal with the headwinds. (Consider, too, that only about half—52%—of respondents believe they’ll be able to meet demand this year.)
- 66% of retailers offer at least one or two updates on returns for customers.
- 58% said they accept online returns in store or offer some sort of instant credit.
What’s in store: The in-person return offering is critical to minimize friction and costs, both for the retailer and customer, David Sobie, VP of return logistics company Happy Returns, previously explained to Retail Brew.
“It is pretty well documented that if a shopper has a bad return experience, they’re definitely very unlikely to shop with that merchant again. The cost of getting it wrong is really high, and the value of getting it right is very high,” Sobie said.—KM
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