A Qlik®, global company in data integration, data quality, analytics and artificial intelligence (AI), revealed the results of a survey on the post-holiday return habits of American consumers. The results highlight a major challenge for retailers: dealing with an increase in returns that overloads supply chains and affects profitability, while balancing consumer expectations for agile and cost-free processes
The research reveals key consumer behaviors during the peak return season, highlighting both the operational challenges and the opportunities for retailers to adopt smarter strategies. Returns of low-value items are particularly prevalent, intensifying the load in retail operations
Main Research Results:
- Consumers act quickly68% of buyers return gifts within a week after the holidays
- In-store returns increase loyalty91% of consumers are more likely to shop online with retailers that offer in-store return options, how the return points at Amazon's Whole Foods stores
- Impulse purchases add value20% of consumers usually spend more than the value of the item they return, creating opportunities for physical stores that have e-commerce return points
- Shipping fees create frustration54% of consumers cite shipping or restocking fees as their biggest frustration with returns, a number that rises to 60% among high-income consumers earning more than 100 thousand dollars a year
- Low value returns predominate55% of buyers return items worth less than 100 dollars, while 87% report having returned goods worth 500 dollars or less
The January return season highlights the urgent need for retailers to rethink their strategies. Dealing with post-holiday returns involves significant logistical and financial challenges, but it also represents an opportunity to strengthen customer loyalty and discover new revenue streams
"The end-of-year holiday season exposes a growing problem for retailers: a large number of returns of low-value items that deeply affects them after the celebrations"," says Mike Capone, CEO of Qlik. "With the right insights", retailers can turn January returns, what are a headache expensive, an opportunity to protect margins and manage resources more effectively. The wave of returns will not stop, but smarter strategies, based on data, can help retailers turn this situation around.”
The research results point to the potential of predictive analytics and data-driven tools to help retailers optimize their operations. Insights that range from identifying peak return periods to the items returned most frequently, can empower companies to manage resources more efficiently and plan for the sales period in January
Research Methodology:
The Qlik survey was conducted by Wakefield Research with 1.000 adults from the United States aged 18 or older, between December 11 and 15, 2024, using an email invitation and an online survey. The data was weighted to ensure accuracy
