UPS Expects 26 Pct. YOY Returns Increase On Jan. 2

National Returns Day, which is Jan. 2, is expected to break records for the seventh consecutive year, UPS said in a press release on Thursday (Dec. 26), confirming its predictions from last month.

Consumers are expected to return 1.9 million packages via UPS, a 26 percent increase over last year’s National Returns Day.

Dec. 26 used to be the big day for holiday returns, with customers crowding malls and department stores to stand in long lines. According to the UPS Pulse of the Online Shopper report, 73 percent of online consumers indicate that repeat sales with a particular retailer are dependent on the returns process.

The study also showed that 68 percent of survey respondents said the way returns are handled “shapes their overall perceptions of a retailer.” Forty-two percent said that free return shipping contributes the most to a positive returns experience.

“For retailers, a seamless returns process is essential to keeping and growing business,” said Kevin Warren, UPS’ chief marketing officer. “We proudly offer businesses of all sizes – from global players to small and medium-sized merchants – the sophisticated returns services that today’s consumers demand.”

UPS returns can be made at UPS drop boxes, UPS stores, more than 14,000 Access Point locations and directly with a driver.

U.S. shoppers spent more online during this year’s holiday shopping season, hitting a record high, according to the SpendingPulse report by Mastercard.

Returned merchandise is anticipated to top $40 billion this year. A study by commercial realtor CBRE and returns specialists Optoro indicated that online sales in November and December would likely trigger record returns, more than the $37 billion that was forecasted last year.

The volume of online returns is based on an anticipated return rate of 15 to 30 percent per shopper. Conversely, returns at physical stores are about 13 percent per shopper.