Many Unhappy Returns

December 30, 2019

Do you know what National Returns Day is? It's a fairly new "holiday," taking place each year on January 2. And for the seventh straight year, it's going to be a record setter.

United Parcel Service said last week that it forecasts a record National Returns Day, with 1.9 million returns expected. That will be up 26 percent from last year. Optoro, a returns logistics company, forecasts $100 billion in returns for the holiday shopping season, up $6 billion from 2018.

The reason for the increase of all these returns is the growth of e-commerce activity. And the ease of returning an item is growing in importance as well: The UPS Pulse of the Online Shopper study found that 73 percent of online shoppers base their decision to make another purchase from a retailer on the return experience.