As many as one in three Black Friday and Cyber Monday shoppers in the UK are expected to return items purchased in the sales this year, that’s according to YouGov data.
Advanced Supply Chain and its sister company ReBound Returns commissioned this research, which involved a survey of over 2,000 UK consumers. The research also found that returns volumes increased by 145% after Black Friday and Cyber Monday in 2023, and in 2022 a year-on-year uplift in returns of 130% was recorded.
Furthermore, the data revealed that 29% of consumers admitted to returning items they’d bought after being influenced by heavy discounts, with 25% citing impulse purchasing as a reason for returning items.
Black Friday and Cyber Monday have become important dates on the retail calendar, with an estimated £13.3 billion having been spent by UK consumers over the Black Friday period in 2023. This marked a 7.3% increase in spending on the previous year.
The online shopping habits of consumers during these peak periods have changed over the years in more ways than one. For example, ZigZag data showed that 43% of UK returns in the wake of Black Friday and Cyber Monday in 2023 were paid for by the consumer.
READ MORE: Consumers prefer returns fees to increased checkout costs, survey finds
Speaking on this year’s predictions surrounding returns, Ben Balfour, managing director of Advanced Supply Chain, said: “It usually takes just a few minutes for shoppers to decide on what products they’re sending back, and then a couple of days to package up and return goods.
“The weekend after Black Friday and Cyber Monday will be a busy time for shoppers sending bargains back, with the majority of returns arriving at retailers on Returns Tuesday – 10 December.”
The research also found that 38% of those surveyed admitted to buying clothing and accessories during the festive season, with the intention of returning it after they’ve worn it.
Jelle Schoenmaker, managing director of ReBound Returns, commented: “This year we’re expecting an even bigger spike in returns as consumers are open to buying with the intention of returning – even after wearing.
“Retailers need to decide whether such returns should be fully refunded. Having returns grading in place will allow brand to have the necessary data whether they will be acting on it or not.
“There’s still time for retailers to improve their returns set-up for this festive peak period. Having proper insights in place will lead to fewer returns and better performance throughout the entire peak season and into 2025.”
For more on preparation for busy periods, check out the peak planning feature in the November issue of Logistics Manager!
