8 Tips Against Return Chaos on Black Friday & Co. - Stress-Free Through the Holidays

The holiday season brings a flood of orders—and inevitably, a flood of returns. With Black Friday, Cyber Monday, and Christmas shopping creating peak volumes, your returns process needs to be ready.

The Holiday Returns Challenge

During peak season, returns can increase by 300-400% compared to normal periods. Without proper preparation, this surge can:

• Overwhelm your support team
• Delay refund processing
• Create warehouse backlogs
• Damage customer relationships

Tip 1: Prepare Your Team Early

Don't wait until Black Friday to think about returns. Start preparations in October:

• Train seasonal staff on returns procedures
• Document common scenarios and solutions
• Set up escalation paths for complex cases
• Establish realistic SLAs for the period

Tip 2: Automate Everything Possible

Manual processes don't scale. Before peak season, automate:

• Return label generation
• Status update emails
• Refund processing
• Inventory updates
• Customer notifications

"Automation is not about replacing humans—it's about freeing them to handle the complex cases that truly need human touch."

Tip 3: Extend Return Windows Strategically

Holiday purchases often involve gift-giving. Consider:

• Extended return windows for November purchases
• Post-holiday return dates (e.g., returns accepted until January 31)
• Clear communication about extended policies

This reduces January rush as customers know they have time.

Tip 4: Set Up Self-Service Returns

When call volumes spike, self-service becomes essential:

• 24/7 returns portal availability
• Clear FAQ sections
• Automated chatbot assistance
• Order tracking integration

Tip 5: Optimize Your Warehouse Flow

Physical logistics matter during peak times:

• Dedicated returns receiving area
• Quick quality check procedures
• Priority processing for exchanges
• Fast restocking for resalable items

Tip 6: Communicate Proactively

Reduce "Where is my refund?" inquiries with:

1. Immediate confirmation when return is received
2. Status updates during processing
3. Clear refund timelines in all communications
4. Holiday-specific messaging about potential delays

Tip 7: Incentivize Exchanges

Exchanges are better than refunds. During holidays:

• Offer free exchange shipping
• Add store credit bonuses
• Show alternative products in returns flow
• Enable immediate exchange orders

Tip 8: Plan for January

The returns don't stop after Christmas:

• January sees the highest return volumes
• Schedule adequate staffing for first two weeks
• Pre-plan promotional offers for exchange shoppers
• Prepare warehouse for increased receiving

Holiday Returns Checklist

Before Peak Season (October)

• [ ] Audit current returns process
• [ ] Implement automation tools
• [ ] Train all team members
• [ ] Update return policy for holidays
• [ ] Test all systems under load

During Peak Season (November-December)

• [ ] Monitor processing times daily
• [ ] Adjust staffing as needed
• [ ] Track customer satisfaction scores
• [ ] Address issues immediately
• [ ] Document learnings for next year

After Peak Season (January)

• [ ] Process backlog efficiently
• [ ] Analyze peak season data
• [ ] Identify improvement areas
• [ ] Update procedures for next year
• [ ] Celebrate team successes

Real Results: Holiday Success Story

One 8returns customer reduced their holiday returns processing time by 65% by:

• Implementing self-service returns portal
• Automating refund approvals for simple cases
• Using smart routing for warehouse processing
• Enabling QR code returns

Prepare Now for Holiday Success

The best time to prepare for holiday returns was yesterday. The second best time is now.