{"id":78729,"date":"2025-12-08T03:53:26","date_gmt":"2025-12-08T08:53:26","guid":{"rendered":"https:\/\/www.radial.com\/?post_type=insight&#038;p=78729"},"modified":"2025-12-16T11:13:41","modified_gmt":"2025-12-16T16:13:41","slug":"prepare-for-the-next-seasonal-peak-peak-returns","status":"publish","type":"insight","link":"https:\/\/www.radial.com\/eur\/insights\/prepare-for-the-next-seasonal-peak-peak-returns-2","title":{"rendered":"Prepare for the Next Seasonal Peak: Peak Returns"},"content":{"rendered":"\n<div class=\"interior-page-block-area\">\n\t\n<div class=\"core-paragraph-block\">\n<p>Black Friday continues to be one of the most influential moments in the e-commerce calendar, including across the European market. In 2025, the event once again demonstrated significant growth: in the United Kingdom, one of Europe\u2019s largest online retail markets, online sales during the Black Friday to Cyber Monday period reached approximately<a href=\"https:\/\/www.reuters.com\/business\/retail-consumer\/uk-black-friday-weekend-online-sales-hit-5-billion-adobe-analytics-says-2025-12-02\/?utm_source=chatgpt.com\"> \u00a33.8 billion (around $5 billion USD), up 4.6% year over year. <\/a><\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>At the same time, <a href=\"https:\/\/group.dhl.com\/en\/media-relations\/press-releases\/2025\/dhl-reveals-black-friday-trends.html?utm_source=chatgpt.com\"> 84% of online retailers across Europe<\/a> and globally participated in Black Friday campaigns, aiming to leverage increasing consumer demand for seasonal promotions. While fully consolidated figures for the entire European Union are not yet publicly available, the direction is clea:  online shopping continues to gain ground, and consumer expectations around delivery speed, returns convenience, and product availability are rising faster than ever.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Peak Returns<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>While Black Friday\/Cyber Monday drove significant consumer demand, retailers need to ensure that they cater to&nbsp;<a href=\"https:\/\/www.radial.com\/insights\/leading-retailers-focus-on-customer-experience-during-the-holiday-season\">high customer expectations<\/a>&nbsp;through the end of each peak season.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Here\u2019s what consumers expect from a peak season.&nbsp;<\/p>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li><strong>Consumers still seek promotions:\u00a0<\/strong>Budget-conscious shoppers will continue to\u00a0<a href=\"https:\/\/www.radial.com\/eur\/insights\/shaping-retail-top-2024-ecommerce-trends\">flock to promotions<\/a>\u00a0and deals. Customers remember brands that create great promotions. Seventy-six percent of shoppers say promotions enhance a\u00a0<a href=\"https:\/\/www.retaildive.com\/spons\/adapting-to-consumer-spending-habits-in-2024\/730494\/\" target=\"_blank\" rel=\"noreferrer noopener\">brand\u2019s value<\/a>.\u00a0<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li><strong>Consumers want personalization:\u00a0<\/strong>Personalization helps retailers differentiate themselves from the competition. Seventy-eight percent of shoppers are likely to make\u00a0<a href=\"https:\/\/www.mckinsey.com\/capabilities\/growth-marketing-and-sales\/our-insights\/the-value-of-getting-personalization-right-or-wrong-is-multiplying\" target=\"_blank\" rel=\"noreferrer noopener\">repeat purchases<\/a>\u00a0from companies with personalization strategies.\u00a0<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li><strong>Consumers want fast and free shipping:\u00a0<\/strong>Ninety percent of consumers claim that shipping accounts for at least half of the online brand experience.\u00a0\u00a0\u00a0<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Retailers must not only meet high customer expectations through the holiday peak but also prepare for what follows: peak returns. Holiday shopping drives high return volumes, making it crucial to balance cost efficiency with a strong returns experience.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">Customers Have High Expectations for Returns<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Retailers face returns challenges across margins, inventory, and operations. Customers expect a seamless process, any friction gets noticed.\u00a0Refund delays were the top complaint, with return packaging and instructions also common pain points. Eighteen percent had issues with packaging or labels, and 16% struggled to find instructions.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Leading retailers can assess their full return process and determine ways to optimize, while still containing costs. That leads to a key question for many brands dealing with high returns: Should they leverage returns fees, or will that drive customers away?&nbsp;<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"3\">\n<h3 class=\"wp-block-heading\">The Question of Returns Fees&nbsp;&nbsp;<\/h3>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Brands have waived or modified returns fees in the past to build customer loyalty and create repeat sales. Now, retailers are caught between managing the cost of returns via returns fees and risking customer relationships. Will returns fees cost retailers their customers\u2019 loyalty?\u00a0\u00a0<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p><img decoding=\"async\" src=\"https:\/\/www.radial.com\/wp-content\/webp-express\/webp-images\/uploads\/2025\/04\/09\/Radial-Returns-940-by-600.jpg.webp\" alt=\"\"><\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p><\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">How Retailers Can Prepare for Peak Returns<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Here\u2019s how retailers can prepare for peak returns after a record-breaking peak holiday shopping season.&nbsp;<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"3\">\n<h3 class=\"wp-block-heading\">Offer an Omnichannel Returns Process&nbsp;<\/h3>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>When possible, consumers want both online and in-store return options. That means retailers need to leverage omnichannel returns processes. For example, 70% of consumers prefer to use an&nbsp;<a href=\"https:\/\/www.radial.com\/eur\/insights\/7-steps-to-cut-down-ecommerce-returns\">online return portal<\/a>&nbsp;when returning footwear or apparel, while 28% want to return in stores. If retailers are not yet equipped to manage omnichannel returns in-house,&nbsp;<a href=\"https:\/\/www.radial.com\/eur\/insights\/how-3pls-set-retailers-up-for-success-in-2025\">third-party logistics providers<\/a>&nbsp;can help develop end-to-end order management, with greater visibility into in-stock, purchased, and returned items to keep products and revenue flowing.&nbsp;&nbsp;<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"3\">\n<h3 class=\"wp-block-heading\">Assess Returns Fee Policies&nbsp;<\/h3>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Retailers should assess current fee policies as many customers may be happy to pay a fee for a hassle-free return, but that may vary by industry, product type, and other factors.&nbsp;&nbsp;<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Retailers can charge returns fees while still optimizing the overall process. Many succeed by offering free returns for higher-value orders, within certain timeframes, in-store, or through loyalty programs. By prioritizing experience, using returns partners, clear communication, and data-driven fee strategies, retailers can cut costs and keep customers loyal.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"3\">\n<h3 class=\"wp-block-heading\">Offer Longer Return Windows&nbsp;<\/h3>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>While 60% of consumers expect a 30-day return window, 28% want 60 days and 12% prefer 90. Retailers can strike a balance by offering longer windows for exchanges or store credit, and shorter ones for refunds. Though longer windows can complicate inventory, they may help drive repeat visits.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"3\">\n<h3 class=\"wp-block-heading\">Streamline Refunds&nbsp;<\/h3>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Peak returns periods can strain refund timelines, making it harder to meet customer expectations.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>While most brands set refund timeframes, consumers still expect quick turnarounds\u2014ideally within seven days. In fact, 57% have attempted returns outside the return window, and 62% of those still expected a full refund or store credit.<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>A third-party fulfillment partner like Radial can help streamline returns, speed up refunds, and ready products for resale as soon as possible.<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"3\">\n<h3 class=\"wp-block-heading\">Build Sustainability into Returns&nbsp;<\/h3>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>According to Radial\u2019s research, 50% of consumers feel that\u00a0<a href=\"https:\/\/www.radial.com\/eur\/why-radial\/values-sustainability\">sustainability<\/a>\u00a0is important or very important in the returns process. This underscores the need for retailers to invest in sustainable packaging and shipping practices. <\/p>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li>30% of consumers think online retailers should use packaging made from recycled materials.\u00a0<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li>29% think online retailers should use reusable packaging that can be repurposed or refilled.\u00a0<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-list-block\">\n<ul class=\"wp-block-list\">\n<li>23% think online retailers should implement more efficient packaging designs to minimize waste.\u00a0<\/li>\n<\/ul>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Brands can invest in sustainable, reusable packaging for both delivery and returns to meet customer expectations.&nbsp;<\/p>\n<\/div>\n\n<div class=\"core-heading-block\" data-heading-level=\"2\">\n<h2 class=\"wp-block-heading\">The Radial Difference: Optimized Returns for Peaks and Beyond&nbsp;<\/h2>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Radial has helped leading retailers streamline&nbsp;<a href=\"https:\/\/www.radial.com\/eur\/ecommerce-fulfillment\/fulfillment-solutions\">returns management<\/a>&nbsp;for more than 30 years. We have the technology, partners, and operational expertise to set up a returns program that is customized for each retailer\u2019s business needs and makes the experience as easy as possible for customers. That includes omnichannel returns, payments and fraud, and more.&nbsp;&nbsp;<\/p>\n<\/div>\n\n<div class=\"core-paragraph-block\">\n<p>Returns are inevitable, especially after peak shopping periods. We can reduce the costs and hassles associated with the eCommerce returns process and help you retain satisfied customers all year long.\u00a0\u00a0<\/p>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":0,"template":"","insight_type":[],"solution":[399],"class_list":["post-78729","insight","type-insight","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/78729","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/types\/insight"}],"version-history":[{"count":1,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/78729\/revisions"}],"predecessor-version":[{"id":78730,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/78729\/revisions\/78730"}],"wp:attachment":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/media?parent=78729"}],"wp:term":[{"taxonomy":"insight_type","embeddable":true,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight_type?post=78729"},{"taxonomy":"solution","embeddable":true,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/solution?post=78729"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}