The post-Christmas surge in returns is upon us. If you haven’t mastered slick processing for international shoppers by now, here’s how to get up to speed, so you’re not overwhelmed again writes Clara Philpin, head of strategic development, Asendia UK.
If the start of the year has felt like a scramble rather than a chance to cultivate post-holiday sales momentum, maybe it’s time to grasp the nettle and streamline your international returns systems. The first half of 2025 provides a critical window to prepare the necessary infrastructure for returns management, creating a strategic advantage for the coming year.
Asendia’s expertise is rooted in years of observing and adapting to industry returns trends. As a rough rule of thumb, domestic post-Christmas returns peak in the first week of January, while international returns tend to land back into the hands of UK retailers about now (16 January).
For overseas customers, returning items where borders and customs are involved can set pulses racing and customer service phone lines ringing. So much can go wrong, holding up receipt of returned items, and delaying the refund process. Meanwhile, busy retailers could do without the cost, stress and commercial distraction. They’d prefer to focus on making the most of Q5’s 1 January Sales and gearing up for Spring/Summer arriving in stores and warehouses.
Returns are a sizeable thorn in everyone’s side. Our global study in 2023 found that on average, retailers said their returns rate was approaching a quarter of their total purchases (23%). This figure increases to 27% in the US and in Switzerland, and 26% in Germany and the UK. And when shoppers were asked to consider, when having an international order fulfilled, what would influence their decision to make a purchase, their top three responses revolved around shipping. Nearly one shopper in three (32%) will check their preferred returns method is available (paperless, drop off box, collect, postal office, in-store) before finalising an order.
The opportunity in returns: Setting up for success
The good news is that with the right partner and processes in place, brands can transform their returns process from a drain on resources to a driver of customer satisfaction and revenue. For ecommerce players that aim to thrive in Q5 next year, partnering with an international logistics provider is a smart move.
An ideal logistics partner offers a network that can streamline the international returns process, providing preferred returns methods, local hubs outside the UK for faster processing, minimising customs issues, and creating real-time visibility into returns status.
Action Plan: What retailers can do now to improve international returns
- Enhance your customer returns policy
Simplifying your returns process with a clear, fair policy that is accessible from any market you operate in, helps to eliminate friction in customer experience. A well-articulated returns policy—particularly if you can offer easy and affordable returns on international purchases—will enhance your brand’s reputation and help turn returns into renewed purchasing opportunities.
- Establish returns fee policies that are in line with market expectations
Our survey found that shoppers in different markets had different preferences for the type of returns service they wanted, and what they would be willing to pay for it. For example, more than four in 10 shoppers in India, China and Mexico would pay a membership fee that includes free returns but only 15% of UK and Swiss shoppers would pay a membership fee. While 41% of Swiss shoppers would be willing to pay shipping fees, only 28% of British shoppers felt that way. Your brand should implement returns charges that are most acceptable in each market.
- Identify a specialist logistics partner
To alleviate the complexity of handling returns across international markets, look for a logistics provider that specialises in e-commerce returns and offers a robust global network.
This will enable you to better handle the volume and cost of international returns, while providing local return hubs that make the process easier for customers. An added benefit of teaming with an international parcel shipping expert for both outbound and returns handling, is that the parcel, customs and customer data does not need to be duplicated for each leg, saving a great deal of paperwork and time.
- Implement a visibility platform for returns
A logistics partner with a real-time visibility platform will empower your brand to track the returns journey and provide transparent updates to customers. This isn’t just about convenience—it builds customer trust by letting them know where their return and refund stands. In turn, this makes them more likely to shop with you again, viewing your brand as reliable and customer-focused.
- Prioritise the environmental impact of returns
Sustainability is increasingly on the minds of today’s consumers, and international returns can have a high carbon footprint. To appeal to environmentally conscious customers, it pays partner with a logistics provider that incorporates sustainable practices, such as local processing and consolidation of reverse shipments, optimised routes, and low-carbon transportation initiatives. This reduces the environmental impact and shows that your brand takes sustainability seriously.
Sales up, but returns too
Experian research recently revealed an upward trend of online spending during 2024, saying Christmas would be bountiful for e-commerce sellers. Data analysis suggested that UK retail would benefit from an extra £28 billion in spend during the Golden Quarter (November to January), a £1.1 billion boost on 2023 sales. Whether on not ecommerce brands benefited in this way has yet to be calculated, but as we all know, when sales rise, returns volumes spike too.
By implementing a smooth, transparent returns system, you can free up the bandwidth needed to focus on a winning post-Christmas sales strategy. With time and resources spared from return logistics, your team can start the year rolling out promotions, highlighting new products, and strengthening customer relationships, without the distraction of returns management.
Clara Philpin, head of strategic development, Asendia UK
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Our editor carefully curates two newsletters a week filled with up-to-date news, analysis and research, click here to subscribe to the FREE newsletter sent straight to your inbox and why not follow us on LinkedIn to receive the latest updates on our research and analysis.
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GUEST COMMENT Streamline returns to beat January blues
Katie Searles
The post-Christmas surge in returns is upon us. If you haven’t mastered slick processing for international shoppers by now, here’s how to get up to speed, so you’re not overwhelmed again writes Clara Philpin, head of strategic development, Asendia UK.
If the start of the year has felt like a scramble rather than a chance to cultivate post-holiday sales momentum, maybe it’s time to grasp the nettle and streamline your international returns systems. The first half of 2025 provides a critical window to prepare the necessary infrastructure for returns management, creating a strategic advantage for the coming year.
Asendia’s expertise is rooted in years of observing and adapting to industry returns trends. As a rough rule of thumb, domestic post-Christmas returns peak in the first week of January, while international returns tend to land back into the hands of UK retailers about now (16 January).
For overseas customers, returning items where borders and customs are involved can set pulses racing and customer service phone lines ringing. So much can go wrong, holding up receipt of returned items, and delaying the refund process. Meanwhile, busy retailers could do without the cost, stress and commercial distraction. They’d prefer to focus on making the most of Q5’s 1 January Sales and gearing up for Spring/Summer arriving in stores and warehouses.
Returns are a sizeable thorn in everyone’s side. Our global study in 2023 found that on average, retailers said their returns rate was approaching a quarter of their total purchases (23%). This figure increases to 27% in the US and in Switzerland, and 26% in Germany and the UK. And when shoppers were asked to consider, when having an international order fulfilled, what would influence their decision to make a purchase, their top three responses revolved around shipping. Nearly one shopper in three (32%) will check their preferred returns method is available (paperless, drop off box, collect, postal office, in-store) before finalising an order.
The opportunity in returns: Setting up for success
The good news is that with the right partner and processes in place, brands can transform their returns process from a drain on resources to a driver of customer satisfaction and revenue. For ecommerce players that aim to thrive in Q5 next year, partnering with an international logistics provider is a smart move.
An ideal logistics partner offers a network that can streamline the international returns process, providing preferred returns methods, local hubs outside the UK for faster processing, minimising customs issues, and creating real-time visibility into returns status.
Action Plan: What retailers can do now to improve international returns
Simplifying your returns process with a clear, fair policy that is accessible from any market you operate in, helps to eliminate friction in customer experience. A well-articulated returns policy—particularly if you can offer easy and affordable returns on international purchases—will enhance your brand’s reputation and help turn returns into renewed purchasing opportunities.
Our survey found that shoppers in different markets had different preferences for the type of returns service they wanted, and what they would be willing to pay for it. For example, more than four in 10 shoppers in India, China and Mexico would pay a membership fee that includes free returns but only 15% of UK and Swiss shoppers would pay a membership fee. While 41% of Swiss shoppers would be willing to pay shipping fees, only 28% of British shoppers felt that way. Your brand should implement returns charges that are most acceptable in each market.
To alleviate the complexity of handling returns across international markets, look for a logistics provider that specialises in e-commerce returns and offers a robust global network.
This will enable you to better handle the volume and cost of international returns, while providing local return hubs that make the process easier for customers. An added benefit of teaming with an international parcel shipping expert for both outbound and returns handling, is that the parcel, customs and customer data does not need to be duplicated for each leg, saving a great deal of paperwork and time.
A logistics partner with a real-time visibility platform will empower your brand to track the returns journey and provide transparent updates to customers. This isn’t just about convenience—it builds customer trust by letting them know where their return and refund stands. In turn, this makes them more likely to shop with you again, viewing your brand as reliable and customer-focused.
Sustainability is increasingly on the minds of today’s consumers, and international returns can have a high carbon footprint. To appeal to environmentally conscious customers, it pays partner with a logistics provider that incorporates sustainable practices, such as local processing and consolidation of reverse shipments, optimised routes, and low-carbon transportation initiatives. This reduces the environmental impact and shows that your brand takes sustainability seriously.
Sales up, but returns too
Experian research recently revealed an upward trend of online spending during 2024, saying Christmas would be bountiful for e-commerce sellers. Data analysis suggested that UK retail would benefit from an extra £28 billion in spend during the Golden Quarter (November to January), a £1.1 billion boost on 2023 sales. Whether on not ecommerce brands benefited in this way has yet to be calculated, but as we all know, when sales rise, returns volumes spike too.
By implementing a smooth, transparent returns system, you can free up the bandwidth needed to focus on a winning post-Christmas sales strategy. With time and resources spared from return logistics, your team can start the year rolling out promotions, highlighting new products, and strengthening customer relationships, without the distraction of returns management.
Clara Philpin, head of strategic development, Asendia UK
Stay informed
Our editor carefully curates two newsletters a week filled with up-to-date news, analysis and research, click here to subscribe to the FREE newsletter sent straight to your inbox and why not follow us on LinkedIn to receive the latest updates on our research and analysis.
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