Big business

Today is Takeback Thursday, which means returns for online purchases are predicted to increase by 72 per cent compared to the average number of return parcels per day in December.

Returns is a growing market for Royal Mail. As part of our Journey 2024 strategy, we want to begin collecting returns from consumers homes in the future. For now, it’s important we produce the same quality in processing returns through our customer service points as we do when delivering the items in the first place.

According to a study commissioned by Royal Mail, today is when most Brits will return their unwanted and ill-fitting Christmas presents.

The study also found:

• Three in five online shoppers would be unlikely to use a retailer again if they have a difficult returns experience
• Speed of refund is the most important element of the returns process for online shoppers
• 58 per cent of shoppers are more likely to use a retailer if they offer a ‘try before you buy’ service.

Shoppers wary of items not looking and fitting how they appear online are naturally attracted to the ‘try before you buy’ service. Clothing (60 per cent) and footwear (42 per cent) are the categories people are most likely to use this service for, followed by electrical computing goods (37 per cent). Usage of ‘try before you buy’ has increased significantly for clothing since last year (52 per cent in 2018).

A spokesperson from Royal Mail 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.”