There is no real rest for the retail and logistics industries. As the dust continues to settle from another record-breaking peak season, brands are digesting the hectic period with one eye already looking ahead at ways to innovate and improve the customer experience in 2022.
Consumers both new to and experienced in online shopping are more willing than ever to process returns. A third of consumers now purchase multiple items with the intention of returning at least one, with 59% boycotting the retailer permanently after a poor returns experience.
Therefore, with the post-peak January returns tornado slowing down, it is now time to review the final weeks of 2021 and explore what is next for eCommerce returns 2022.
ZigZag Global's Laura Davies, Head of Client Success, and Jason Taylor, Commercial Director, explore what really happened over peak and what should brands and retailers be doing now to prepare for the year ahead.