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UPS copes with hard reverse logistics period with National Returns Day
THE first week of the New Year is alway a slog for express delivery giant United Parcel Service (UPS) with more than 5.8 million packages heading back to warehouses.
Shoppers returned more than a million packages via UPS on National Returns Day in January last year and five million packages during that peak returns week, reports New York's Air Cargo World.
According to the UPS "Pulse of the Online Shopper" study, the integrator's work is paying off. Between 2012 and 2016, consumers reported fewer issues paying for return shipping, down from 66 per cent to 50 per cent over the four-year period.
There was a similar response for paying restocking fees and delays in receiving credits or refunds, as retailers streamlined their shopping experiences and volumes grew.
In the express and mail business, adapting to this trend is a continual challenge. And while the rates are improving, UPS' own data suggest that 35 per cent of online shoppers are still unhappy with the experience of returning or exchanging a purchase online.
Those sorts of numbers would sink most brick-and-mortar stores, but consumers have different expectations for online shopping (although products like Amazon Prime are raising those as well).
UPS also found that 60 per cent of online shoppers want free returns, and 44 per cent expect easy-to-print return labels. Since online shoppers aren't in the market for friendly neighbourhood interaction, companies like UPS and FedEx are scrambling to accommodate.
Shoppers returned more than a million packages via UPS on National Returns Day in January last year and five million packages during that peak returns week, reports New York's Air Cargo World.
According to the UPS "Pulse of the Online Shopper" study, the integrator's work is paying off. Between 2012 and 2016, consumers reported fewer issues paying for return shipping, down from 66 per cent to 50 per cent over the four-year period.
There was a similar response for paying restocking fees and delays in receiving credits or refunds, as retailers streamlined their shopping experiences and volumes grew.
In the express and mail business, adapting to this trend is a continual challenge. And while the rates are improving, UPS' own data suggest that 35 per cent of online shoppers are still unhappy with the experience of returning or exchanging a purchase online.
Those sorts of numbers would sink most brick-and-mortar stores, but consumers have different expectations for online shopping (although products like Amazon Prime are raising those as well).
UPS also found that 60 per cent of online shoppers want free returns, and 44 per cent expect easy-to-print return labels. Since online shoppers aren't in the market for friendly neighbourhood interaction, companies like UPS and FedEx are scrambling to accommodate.
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