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In next week’s new-look RMtv programme, we’re in Battersea, South London, meeting the team that’s pulling out all the stops in our busiest month for returns.

Christmas has been and gone again and from oversized jumpers to perplexing presents, many of us will have unwanted items to send back this month.

How we shop has changed dramatically in the last few years. A big part of that is having an easy way to return things we’ve bought online but don’t want.

For retailers, the quality of our returns service is as important as the quality of the first delivery. A smooth returns process means the consumer is less likely to contact the retailer with queries, thus lowering costs for the retailer and increasing their satisfaction with Royal Mail.

Also in the programme:

• Customers tell us what they expect from their returns experience.
• We visit Mansfield Woodhouse delivery office, where a new PDA update is helping maximise parcel deliveries.

And finally, new year, new energy. We hear what some of you have been saying are your priorities and resolutions for 2019.