With only two weeks to go until Black Friday, RetailX research highlights the expectations of consumers during this busy period.
Peak shoppers are looking for more than just price reductions, they have also come to expect additional services such as free delivery. For instance, some 56% of UK shoppers expect free shipping at busy shopping periods, this rises to 60% of US consumers.
Peak returns
Furthermore, with increased numbers of deals, discounts and offers at certain times of the year, there is often an increased number of returns.
Nearly half (43%) of consumers now look for flexible return policies during peak periods. Around a third of retailers offer a seven-day return window, 27% offer 14 days, 28% offer 30 days and 7% offer up to 90 days, according to goTRG’s survey.
While offering a lengthy returns policy during these events, alongside ‘bargain’ prices, may encourage consumers to shop in the first place, it can also result in them returning items after the buzz of peak has worn off. Ecommerce returns were up 15% YoY for peak season 2023, with the earliest return reported on Cyber Monday itself.
And with many retailers now charging for the reverse logistics, it is unsurprising that last year 48% of all returns over the Christmas period were paid returns. As charging for returns does not seem to be much of a deterrent in the peak season, 40% of retailers are now considering shortening their return windows during such busy periods.
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