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Shoppers to return 30 million unwanted presents this Christmas

Approximately 30 million unwanted presents worth £500m will be returned over Christmas, despite the growth of services such as click-and-collect, according to new research.

The majority of these returns will be made on the first Thursday after Christmas (January 1), according to research by business operations and supply chain management consultancy LCP Consulting.

Phil Streatfield, retail partner at LCP Consulting, said: “Based on these predictions, there will be over £0.5bn of refunds this Christmas - creating more pressure than ever for retailers to be slicker in managing their refund process.

“This will be a critical factor for future success, and become part of a new and increasingly complex battleground for differentiation.”

Readers' comments (1)

  • A benefit for retailers is that Black Friday and Cyber Monday purchases will extend beyond most standard returns policies, if as the article above suggests, Xmas presents are returned in January.

    This means that retailers will not be legally required to offer a full refund, instead offering an exchange which means the monies remain through their tills.

    How customers reflect upon this outcome is difficult to say. A lot depends upon how store staff and customer services deal with the matter (and the options for exchange at the time).

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