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How to Prepare for Holidays Returns Rush

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Sustainable eCommerce: The Ultimate Guide to Holiday Strategies

A. Return Policy Best Practices for Bundles

Set Expectations Before the Sale Happens

Introduction to Holiday Returns

The holiday season is a great time for retailers but it’s also a time of returns. From wrong sizes to duplicate gifts, customers send back millions of items after the holiday rush. According to the National Retail Federation, returns can be up to 17% of total holiday sales. Many retailers worry about the cost and operational impact of these holiday returns so preparation is key. Preparing for the influx of returns isn’t just about saving money it’s about protecting your reputation, keeping customers happy and building loyalty for the long term.

Understanding Consumer Expectations

Holiday shoppers are more cautious and expect flexibility from retailers. Many are buying gifts for loved ones and family so the likelihood of returns is higher if the gifts aren’t the right fit. They want clear, no-hassle return policies, ability to return online purchases in-store and timely updates on their return status. A Narvar report found 76% of customers say an easy return process influences their decision to shop with a brand again. During the holiday season customers appreciate flexibility like extended return windows and convenient drop-off options especially when shopping for gifts. Retailers who deliver on these expectations will retain customers beyond the holiday rush.

Reviewing and Updating Return Policies

Before the holiday season hits, take time to review your return policy. Set a specific date by which all policy updates need to be done so you’re fully prepared for the holiday rush. Is it clear? Customer-friendly? Competitive? Make sure it’s visible on product pages and your FAQ section so shoppers aren’t surprised. Many retailers now offer returns through mid-to-late January for gift recipients. This takes the pressure off your support team and warehouse staff right after the holidays. An updated and transparent return policy not only builds customer trust but reduces friction in the returns process.

Pre-Holiday Preparation

Planning ahead is key. Get a head start by starting your prep weeks before the holiday season. Look at last year’s data sales spikes, top returned items, customer service pain points. Use that to anticipate what will flood back in January and adjust your inventory planning.

Create a schedule to ensure everything gets done on time and your team is ready. Train your team, update website copy for holiday shipping and return policy, and get your logistics partners aligned ahead of time. The sooner you start, the smoother everything will run when orders spike.

Staffing and Training

Hiring seasonal help can ease the workload during the peak season. But it’s not just about numbers—it’s about readiness. Train all staff on your updated return policy, how to handle exchanges, and how to respond to common customer questions. Make sure employees are familiar with the features of popular holiday products so they can answer questions and process returns more effectively. Whether they’re in-store, online, or working behind the scenes, employees should be equipped to deliver a seamless experience. Motivated and well-trained employees can turn a frustrating return into a moment of positive brand interaction.

Inventory Management

Returns don’t just affect customer service they create ripple effects in inventory and fulfillment. Use demand forecasting tools to plan better for both outgoing and incoming inventory. Keep tabs on your fastest-moving items and have a plan to reintegrate returned stock quickly. The faster you get returned products back into sellable condition, the better your margins. Smart inventory management can help minimize overstock and keep your fulfillment operations running efficiently. Additionally, be sure to track and manage the rest of the returned items to ensure nothing is overlooked in your inventory process.

Warehouse and Operations

Your warehouse will be working overtime post-holiday. Get your layout optimized for high return items and workflows. Consider optimizing where you store returned goods in the warehouse so they can be processed and restocked quickly. Make sure your team can inspect, sort and restock returns quickly.

Managing return lines is key to preventing bottlenecks and keeping the flow of returned products moving. If your in-house operation can’t handle the volume, consider working with a 3PL that specializes in reverse logistics. A well set up warehouse means products flow in and out without bottlenecks.

Also make sure all warehouse and operations staff are on the same page with return procedures to keep communication and coordination clear throughout the process.

Automation and Technology

Investing in returns management software can save you a ton of manual work. Automated returns portals allow customers to initiate returns without contacting support, free up your team. Automation can process returns faster, reduce errors and speed up the workflow. AI can predict which items will be returned and help you make smarter inventory decisions. Chatbots and automated email can provide return updates and instructions instantly. Technology isn’t just a convenience it’s a competitive advantage during high volume seasons.

Technology can also optimize delivery logistics for returned items so products are shipped back efficiently and tracked throughout the process. This helps with inventory management and reduces unnecessary costs.

Integrating phone support into your automated channels means customers can reach you how they want to, creating a seamless customer experience.

Communication Strategies

Clear communication reduces customer frustration. Let shoppers know upfront about holiday return deadlines and how the process works. If you are offering extra time for returns during the holiday season, clearly communicate this to your customers. Use email, SMS, and your website to provide timely updates on orders and returns. For example, send reminders about return deadlines and confirmation emails when a return is received or refunded. Proactive communication builds trust and reduces the burden on your customer service team.

Customer Appreciation

The holidays are the perfect time to strengthen relationships with your customers. Consider offering loyalty points for returns processed as exchanges, or include a small discount in return confirmation emails to encourage future purchases. Going the extra mile such as providing personalized service or small tokens of gratitude shows appreciation for customers who return items. Personalized thank-you notes and friendly customer service also go a long way. Even a seamless return experience can turn a seasonal shopper into a repeat customer if you show you care.

Returns Analytics for eCommerce Business

Book a quick call with our experts to see how WeSupply can help you understand why your customers are returning: Identify the most returned products, Understand why those products are returned, Identify which customers are serial returners, Reduce Return Rate with Actionable Insights, Returns data available in BigQuery.

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Holiday Shopping Trends

Keep an eye on how customers are shopping. In 2024, mobile commerce and social media-driven purchases saw huge growth. Expect that trend to continue in 2025. As the holiday season reaches full swing, deals and discounts become major drivers of holiday shopping, attracting customers looking for the best offers. Consumers are also becoming more environmentally conscious offering paperless returns or encouraging return-to-store options can cater to this mindset. Stay agile and ready to adjust your strategy as trends shift.

Many shoppers are also looking for food-related gifts or experiences during the holidays, making it important to consider food as part of your holiday offerings.

Returns Processing

Have a plan for efficiently processing the flood of returns that will arrive in January. That includes inspecting, restocking, refurbishing, or liquidating returned items quickly. Offer flexible return methods such as pre-paid shipping labels, drop-off at designated locations, or in-store returns for online purchases. Each option enhances convenience and speeds up your internal processing timeline.

Team Management

A well-supported team is your best asset during the holiday chaos. Recognize the unique contributions of each person on your team during the holiday rush to ensure everyone feels valued. Keep morale high with recognition programs, performance bonuses, and clear communication. Empower employees to make customer-first decisions especially when it comes to handling returns. When your team feels appreciated and equipped, it reflects in how they treat your customers.

Social Media and Marketing

Use your social channels to promote extended return deadlines, free return shipping, or holiday promotions that include hassle-free returns. Engage directly with customers to answer questions, highlight popular gift items, and address concerns. Marketing shouldn’t stop at the point of sale promote your great return policy as a selling point to ease gift-giver anxiety.

Point of Sale and Website

Make sure your website and POS systems are ready for the holidays. Streamline the checkout process, display return information clearly on product pages, and test your systems to handle increased traffic. If you’re offering in-store returns for online orders, your POS system should be able to process them efficiently. Optimize the post-purchase experience to make returns as seamless as possible for customers after a purchase. An optimized digital experience can reduce returns and improve customer satisfaction.

Brand and Reputation

The way you handle post-holiday returns can define your brand in the eyes of shoppers. A smooth return process builds trust and encourages repeat business, while poor experiences can lead to negative reviews and lost customers. Monitor feedback across platforms, respond to complaints with empathy, and use that feedback to improve. Your reputation is one of your strongest assets during peak season. You don’t want to miss the opportunity to strengthen your brand by providing excellent returns experiences.

Managing Stress and Burnout

The holiday rush can be tough on you and your staff as the pressure builds. Managing stress and preventing burnout is important not just for your team’s well-being but for a great customer experience when it matters most. Retailers can take proactive steps to manage stress by prioritising tasks, staying organised and taking regular breaks throughout the day. Remind your staff to look after themselves physically and mentally whether that’s taking a quick walk or practicing mindfulness techniques to stay calm during peak hours.

Supporting your team goes beyond daily encouragement. Consider providing access to mental health resources or employee assistance programs which can make a big difference at this time of year. Flexible scheduling or remote working where possible can help staff balance work and personal commitments and reduce the risk of burnout. By creating a supportive environment you not only improve employee satisfaction and reduce turnover but also ensure your customers get the best service even at the busiest times.

Use data and feedback to identify where stress points are highest maybe it’s in the returns process or during certain hours of the day and develop targeted strategies to address these challenges. When your team feels supported and empowered they’re better equipped to cope with the rush, deliver great service and keep your business running smoothly throughout the season.

Trends and Data

In the crazy world of holiday shopping, data is your superpower. Trends and data help you really understand customer behavior and preferences during the holiday season. By digging into sales data you can see what’s selling and which channels (your website or social media) are driving the most traffic and conversions. This gives you smarter inventory decisions so you have enough stock of popular items to meet demand and not miss sales.

 Holiday returns data is just as valuable. By looking at what’s being returned and why, you can see where to improve your returns process, reduce unnecessary returns and boost customer satisfaction. Tracking customer interactions (website visits, social media engagement, feedback) gives you a better picture of how customers are experiencing your brand and where you can improve.

Data plays a big role in measuring the success of your marketing campaigns so you can adjust in real time for maximum impact. Tracking customer loyalty and retention metrics helps you see where to strengthen relationships and encourage repeat business, turn seasonal shoppers into year round customers.

Finally, operational data can show you how to streamline your supply chain, optimize logistics and be more efficient during the holiday season. By using data and feedback, retailers can be agile, make informed decisions and create a seamless experience for employees and customers during the holiday season.

Use Holiday Data to Drive Smarter Decisions

Book a quick call to see how WeSupply uses sales and returns data to optimize inventory, cut costs, and build loyalty.

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Combat inconvenience with proactivity & self service

Book a quick call with our experts to see how WeSupply can help you make returns easy for your customers with a beautiful, self-service solution that makes their experience easier while also providing new ways to lower costs and earn back revenue.

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Ready for the 2025 Holiday Returns Rush?

The holiday season is the busiest and most stressful time of the year for eCommerce brands. While sales skyrocket in November and December, January often brings a tidal wave of returns. Instead of scrambling, what if you could prepare ahead of time and actually turn returns into growth opportunities?

That’s exactly what WeSupply helps you do. Here’s how:

  • Self-Service Returns That Save Time – Customers can initiate their own returns in just a few clicks. This reduces the strain on your support team, cutting down return-related inquiries by up to 20% and freeing staff to focus on higher-value work.

Shop WSS using WeSupply self service returns

  • Flexible Return Policies for Every Scenario – Whether you want to extend the return window for holiday orders, block returns on final-sale or perishable goods, or offer VIP customers special perks, WeSupply lets you customize policies for any product, season, or customer segment.

WeSupply enabling free returns for VIP customers

  • Turn Returns Into Revenue – Instead of losing sales, encourage exchanges with instant store credit. Customers can apply it immediately, driving up average order value and keeping revenue in your store boosting profitability by as much as 95%.

Kodiak Leather using WeSupply Exchanges

  • Smarter Fraud Prevention – Protect your margins with built-in safeguards like requiring manual review for high-value or suspicious returns, limiting the number of items returned per order, or automatically rejecting wardrobers and serial returners.

London Drugs WeSupply return rules to prevent return abuse

  • Data-Driven Decision Making – Track all order and return data in one place. Learn why customers are sending items back, spot product quality issues early, and use insights to prevent unnecessary returns in future seasons.

WeSupply return analytics for bundle item

  • Frictionless Labels & QR Codes – Say goodbye to printer problems. WeSupply generates prepaid labels or QR codes instantly, giving customers access to 200,000+ printerless drop-off locations and cutting down shipping-related headaches.

WeSupply Printerless Returns via QR codes

  • Branded Return Portals – Instead of sending customers to a generic third-party courier page, create a returns experience that feels 100% yours. Customize tracking pages, emails, and SMS alerts with your logo, colors, and messaging.

BikeShoes Schuler Shoes and Camp Man using WeSupply branded returns portal

  • Real-Time Notifications – Proactive return updates via email or SMS (with open rates as high as 98%) reduce “Where is my refund?” calls and give customers peace of mind during the stressful post-holiday season.

Shop WSS Cubii and Baloo Living using WeSupply notifications

  • In-Store Return Options – Make returns an opportunity to bring shoppers back into your physical locations. “Buy Online, Return In-Store” drives store traffic, reduces shipping costs, and can even generate new purchases during the return visit.

in store return option

  • Faster Refund & Exchange Processing – With partial refund control, you can process items as they arrive rather than waiting for the full shipment. Customers see quicker resolutions, which translates into higher satisfaction.

partial refunds

  • Eco-Friendly Return Options – Minimize waste and reduce shipping emissions by offering “keep the item” refunds on low-cost products, donation options for used goods, and routing returns directly to recycling or repair centers.

His Room using WeSupply green returns

  • Scalable Automation for Peak Season – Whether you process hundreds or tens of thousands of returns, WeSupply’s automation rules ensure accuracy, speed, and consistency without overwhelming your operations team.

  • Actionable Customer Feedback – Collect detailed reasons for returns at the point of initiation, helping you refine your products, sizing charts, and descriptions to reduce future return rates.

Common Questions (and Answers):

The takeaway: The 2025 holiday returns rush doesn’t have to drain your team or your profits. With WeSupply, you’ll not only handle the surge with confidence but also create a returns experience that builds loyalty, increases sales, and protects your bottom line.


👉 Schedule a demo today and get ahead of the holiday curve.

Conclusion

The holiday return rush doesn’t have to overwhelm your team or cut into profits.

With WeSupply, you can simplify returns through self-service, flexible rules, and branded portals that keep customers engaged and confident. Automated fraud prevention, instant store credit, real-time notifications, and eco-friendly options ensure you protect margins while building trust. Powerful analytics reveal why customers return items, helping you refine products and policies for the future. From QR-code labels and 200,000+ drop-off locations to in-store return options that boost foot traffic, WeSupply makes even the busiest season manageable.

By turning returns into revenue opportunities and giving customers the frictionless experience they expect, you’ll transform holiday chaos into lasting loyalty and growth.

Frequently Asked Questions

1. Why are holiday returns so high after the shopping season?
Holiday returns spike due to gift mismatches, wrong sizes, and duplicate purchases. According to NRF, they can reach 17% of sales. Retailers who plan ahead reduce costs, protect brand reputation, and build long-term loyalty.

2. How can retailers prepare for the holiday returns rush?
Start early analyze last year’s data, extend return windows, train staff, and align logistics partners. Preparation reduces bottlenecks and ensures customers experience smooth, hassle-free returns even at peak demand.

3. What return policies work best during the holiday season?
Extended return windows through January, visible policy placement on product pages, and flexible in-store/online return options build trust, improve satisfaction, and reduce customer service strain.

4. How does WeSupply handle a sudden surge in holiday returns?
WeSupply automates returns end-to-end, scaling effortlessly to manage triple or more return volume while maintaining speed, accuracy, and customer satisfaction.

5. Can WeSupply customize return rules for different products or customers?
Yes. Retailers can set unique rules by SKU, product type, or customer segment, ensuring flexible, profitable policies that balance generosity with operational control.

6. How does WeSupply help turn returns into revenue opportunities?
With instant store credit and easy exchanges, WeSupply keeps revenue in your store. Customers often spend more than their credit, boosting average order value and profitability.

7. Does WeSupply have an Official Shopify App?
Yes. WeSupply has an Official Shopify App. You can download it and start integrating with your Shopify Store.

8. Does WeSupply have an official Magento extension?
Yes, WeSupply has an official extension for Magento. The WeSupply x Magento integration allows for automating order tracking experiences, reducing customer inquiries, automating shipping email and SMS notifications, and providing a fully branded order tracking experience

9. Does WeSupply have an official BigCommerce App?
Yes, WeSupply has an official BigCommerce App. You can integrate WeSupply with your BigCommerce store to improve your post-purchase customer experience.

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