Online returns set to spike on ‘Takeback Thursday’

On the first working day of 2020, which has been dubbed ‘Takeback Thursday’, returns are expected to jump 72% compared to the average day in December.

The Royal Mail said today is the day that “most” Brits will return unwanted and ill-fitting presents received during the festive period.

According to a Royal Mail study, the average online shopper in the UK sends back one online purchase every month, while three in five consumers are unlikely to use a retailer again if they have a difficult returns experience.

Three-quarters of shoppers surveyed said that the most important element of the returns process is the speed of refund, while 73% said that clearly signposted returns information on a retailer’s website was also crucial.

A Royal Mail spokeswoman 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. Over a third of shoppers would purchase more items if a ‘try before you buy’ option was available from a retailer, so it’s important to consider putting such a service at the heart of your returns offering.”