The true cost of ‘Black Friday Buyer’s Remorse’ for e-Commerce retailers

Black Friday together with Cyber Monday make up one of the busiest shopping weekends on the calendar: last year alone UK shoppers spent £3.3bn over the four day period, and this holiday season we’re likely to see even greater demand for products and higher sales. However, this huge influx of sales will invariably lead to a spike in customer returns. Buyer’s remorse and poor gift choices, coupled with relaxed return policies and the increase in online sales (which bring a much higher return rate), all contribute to the reason-for-return. No matter the motive, millions of pounds worth of merchandise – once gifted and unwrapped – will be heading back to retailers post holiday. Having a plan in place for those returns that can’t be put back on virtual shelves is crucial and can mean the difference between winning and losing this holiday season.

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