Royal Mail predicts returns will double on “Takeback Tuesday”

Royal Mail has predicted that the number of online purchases returned on “Takeback Tuesday” (2 January, the first working day of 2018) will be double compared to the daily average in December.

Commenting on the returns issue, Royal Mail said that a study conducted as part of its annual Delivery Matters report showed that three in four customers purchasing women’s clothing return an item. Furthermore, said Royal Mail, there’s now “an expectation of ease and efficiency when it comes to returns”.

“Ease of return really matters and 60% of shoppers would be less likely to shop with a retailer again following a difficult returns experience,” said Royal Mail. “Most shoppers expect free returns to be offered by retailers. 47% of shoppers would be unlikely to shop with a retailer again if it charged for returns. Further to this, three in five shoppers expect to receive free returns regardless of the amount spent. Where this isn’t offered, a third of shoppers would switch to a different retailer who does offer free returns.”

Nick Landon, Managing Director of Royal Mail Parcels, commented: “January is the busiest time of year for returns. Having an easy way to return online purchases is a crucial part of the online shopping experience. For retailers everywhere ensuring their returns experience is in line with consumers’ expectations is incredibly important.”