As the holiday season approaches, U.S. retailers are preparing for the annual sales surge — but with every peak in purchases comes a corresponding spike in returns. In fact, returns can account for up to 30% of eCommerce sales during peak shopping periods. For retailers, this means not only logistical strain but also a critical customer experience moment.
A slow or confusing refund process can erode trust and damage brand loyalty at a time when consumers have endless options. Today’s shoppers expect immediacy — they want their refund the same way they received their purchase: fast, digital, and frictionless. That’s why leading retailers are shifting to an instant refund model that turns a potential negative (a return) into a loyalty-building opportunity.
Instant refunds reduce call center volume, eliminate payment friction, and help retain revenue by encouraging shoppers to repurchase immediately. More importantly, they signal to consumers that the retailer values their time and trust. As competition for customer loyalty intensifies, transforming the refund experience from delayed to instant could be the most important customer experience upgrade retailers make this holiday season.
Yours truly,
The Instant Refund Expert®
The Refunds Blog 