E-commerce Expansion Fuels Robust Returns With National Returns Day Expected to Hit New Record
December 27 2017 - 12:00PM
- In December, more than 1 million returns occurred each day
before Christmas
- 1.4 million returns expected on National Returns Day, Jan. 3, a
fifth consecutive annual record, up 8% from prior year
ATLANTA, December 27, 2017 – Record breaking
Black Friday and Cyber Week e-commerce sales jumpstarted the
holiday returns season, with a larger flood of packages going back
to retailers, even while many presents sat under the tree,
according to UPS (NYSE:UPS).
“While the day after Christmas used to be reserved for long
return lines at department stores, the growth of e-commerce has
changed when and how consumers return gifts,” said Alan
Gershenhorn, Chief Commercial Officer. “A customer-friendly returns
program is now an essential part of any successful e-commerce
program, and UPS continues to expand its suite of innovative
solutions to help shippers. This season, UPS added Returns Manager,
a free platform that allows e-commerce merchants to customize
return shipments according to their e-tailer
policy.”
In December 2017, consumers shipped more than 1 million returns
packages to retailers daily, a pace expected to last into early
January 2018. On UPS National Returns Day, predicted to be Jan. 3,
the count is expected to peak at 1.4 million packages, up 8% from a
year ago and marking a fifth-consecutive yearly record. The returns
delivered in 2017 are part of the 750 million packages UPS is
projected to deliver between Thanksgiving and New Year Eve, a
nearly 40 million increase from last year.
According to the 2017 UPS Pulse of the Online Shopper™ study,
75% of consumers have shipped returns back to the retailer, an
increase of seven points from 2016. Also:
- 79% of those surveyed said free shipping on returns is
important when selecting an online retailer;
- 44% said the top issue encountered when returning an item
online is paying for return shipping;
- Top elements also include an easy-to-return online experience
and a no-questions-asked policy.
As a result, many businesses have added or expanded returns
offerings. “A simple and speedy experience should be part of the
retailer’s toolkit to help increase customer loyalty while managing
the cost of processing these returns,” added Gershenhorn. “UPS
offers a portfolio of technology-driven returns services that help
retailers deliver a premium experience.”
Services include:
- UPS Returns Manager is a portal offering
shippers control and visibility over their returns. The service
allows shippers of all sizes to create and manage returns policies
and designate the return destination;
- UPS Print Return Labels can be included in
outbound shipments to simplify the returns process;
- UPS Electronic Return Labels can be emailed to
consumers directly from UPS to improve their returns
experience;
- UPS Returns®
Plus allows the merchant to send a driver to
deliver a return label and pick up the return package from any
address;
- UPS Returns®
Exchange is when a driver simultaneously picks up
the return item in exchange for the replacement item delivery;
- Optoro, a technology company
that helps retailers and manufacturers manage, process and sell
returned and excess inventory. Together, the companies provide a
one-stop shop reverse logistics solution that combines UPS’s
operational and logistics expertise with Optoro’s software platform
that maximizes recovery value;
- UPS Access Point™ locations
offer secure, convenient delivery and returns through more than
27,000 local retailers, secure lockers, and The UPS Store®
locations in North America and Europe.
About UPS
UPS (NYSE: UPS) is a global leader in logistics, offering a
broad range of solutions including transporting packages and
freight; facilitating international trade, and deploying advanced
technology to more efficiently manage the world of business.
Headquartered in Atlanta, UPS serves more than 220 countries and
territories worldwide. The company can be found on the web
at ups.com or
pressroom.ups.com and its corporate blog can be
found at longitudes.ups.com. To get UPS news
direct, follow @UPS_News on Twitter.
http://www.globenewswire.com/NewsRoom/AttachmentNg/110c5b4d-7229-4d46-96ca-2ec84c04dfb6
Natalie Godwin
404-828-7123
ngodwin@ups.com
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