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Retailers warned to expect surge in Black Friday returns

Black Friday on Oxford Street in London

Black Friday on Oxford Street in London

Black Friday on Oxford Street in London

There will be a 20% year on year rise in returns today (December 4) as shoppers send back unwanted Black Friday and Cyber Monday purchases, store-based delivery and returns service CollectPlus has predicted.

The company estimates that, overall, UK shoppers will return 31% of items bought online this Christmas. Almost half (46%) of those will be fashion, followed by electronics and technology (20%). Returns are expected to reach their peak today.

CollectPlus chief executive Neil Ashworth said: “Even with some retailers choosing to opt out this year, Black Friday and Cyber Monday were once again huge shopping events with early indications they resulted in the first ever £1bn spend online in a single day in the UK. As a result, we expect to see a peak in unwanted items being returned this Friday.

“This year retailers worked across the entire supply chain to plan effectively for the fulfilment of orders made on Black Friday. With the volume of items being sent back it’s important that they have planned a strategy to deal with returns in the same way.

“Shoppers expect to be quickly and easily reimbursed for online shopping and any delays in the process can lead to delays in repurchase and avoidable stress for the customer and the retailer’s staff.”



Readers' comments (1)

  • That's assuming you can get through to the logistics firms. DHL was unable to take online payment during 7th December. Similar situation with Amazon.

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