Returns are an inevitable part of ecommerce, and their volume spikes during peak shopping seasons, especially post-holiday. For instance, returns surged by 30% on British Boxing Day year-over-year (YoY) in 2024, according to Loop Returns. Across the board, return volume increased by 15.2% YoY, and return value rose by 17.5%.
While these numbers represent challenges, they also present opportunities for brands to recapture revenue. Smart follow-up emails, much like abandoned cart messages, can target customers with options like exchanges or gift cards instead of cash refunds. Brands that did so retained 18.73% more revenue YoY, demonstrating the value of proactive engagement.
The average return volume (ARV) of $134 underscores the financial stakes. Apparel led in returns, accounting for 50% of total returns and seeing a 19% increase in general merchandise value YoY. Meanwhile, Keep Items returns—a policy allowing customers to keep items they would otherwise ship back—jumped by 61% YoY in the Accessories category.
To address these trends and enhance customer satisfaction, offering instant refunds can set brands apart. This streamlined approach not only resolves returns faster but also fosters trust and loyalty, delivering a superior shopping experience during the busiest seasons.
Yours truly,
The Instant Refund Expert®
The Refunds Blog 