A Qlik®, a global company in data integration, data quality, analytics, and artificial intelligence (AI), revealed the results of a survey on U.S. consumers’ post-holiday return habits. The results highlight a major challenge for retailers: managing a surge in returns that strains supply chains and impacts profitability, while balancing consumer expectations for fast and free processes.
The survey reveals key consumer behaviors during peak return season, highlighting both operational challenges and opportunities for retailers to adopt smarter strategies. Low-value item returns are particularly prevalent, intensifying the burden on retail operations.
Key Survey Findings:
- Consumers act quickly: 68% of shoppers return gifts within one week after the holidays.
- In-store returns boost loyalty: 91% of consumers are more likely to shop online with retailers that offer in-store return options, such as Amazon’s Whole Foods drop-off points.
- Impulse shopping adds value: 20% of consumers typically spend more than the value of the item they return, creating opportunities for physical stores with e-commerce return points.
- Shipping fees cause frustration: 54% of consumers cite shipping or restocking fees as their biggest frustration with returns, a figure that rises to 60% among high-income consumers earning over $100,000 annually.
- Low-value returns dominate: 55% of shoppers return items worth less than $100, while 87% report having returned goods worth $500 or less.
The January return season highlights the urgent need for retailers to rethink their strategies. Managing post-holiday returns involves significant logistical and financial challenges but also presents an opportunity to strengthen customer loyalty and uncover new revenue streams.
“The holiday season exposes a growing problem for retailers: a flood of low-value returns that hits hard after celebrations,” said Mike Capone, CEO of Qlik. “With the right insights, retailers can transform January returns—a costly headache—into an opportunity to protect margins and manage resources more effectively. The return wave won’t stop, but smarter, data-driven strategies can help retailers turn the tide.”
The survey results point to the potential of predictive analytics and data-driven tools to help retailers optimize operations. Insights—from identifying peak return periods to frequently returned items—can empower businesses to manage resources more efficiently and plan for the January sales period.
Survey Methodology:
Qlik’s survey was conducted by Wakefield Research among 1,000 U.S. adults aged 18 or older between December 11–15, 2024, using an email invitation and online survey. Data was weighted to ensure accuracy.
