Black Friday returns: how to avoid logistical collapse with an efficient returns strategy

The Black Friday is the biggest demand peak of the year for any eCommerce... and also the biggest demand peak of the year for any eCommerce... and also the biggest demand peak of the year for any eCommerce.... returns. The combination of impulse purchases, aggressive promotions and mass deliveries generates an extraordinary volume of reverse logistics that is difficult to absorb without planning.

To avoid saturation, delays, lack of capacity and a negative impact on the customer experience, an optimised returns strategy is essential. At CeleritasWe help eCommerce companies to manage this process in an agile, traceable and scalable manner thanks to our Collection Point NetworkThe company's operations are designed to absorb massive peaks.

Why do returns increase so much on Black Friday?

Returns after Black Friday reach record figures. It is not only the big brands that experience this, with thousands of returns after the campaign, but practically all eCommerce.

1. Impulse buying motivated by discounts

Consumers buy quickly and without analysis: when they compare afterwards, they regret it.

2. Size problems in fashion

Zara, Mango, Stradivarius and Bershka recorded increases in returns of more than 30-50% at this time of year. Clothing and footwear continue to be the most affected categories.

3. Delays or incidents due to saturation

When demand exceeds operational capacity, they increase:

• Late deliveries.
• Retries.
• Damaged packages.
• Complaints.

All of this further boosts returns.

The real impact of post-Black Friday returns on an eCommerce site

The reverse logistics not only has an economic cost, but also an operational and reputational cost.

Cumulative logistics costs

Sorting, validation, transport, reimbursement and return to stock.

Risk of collapse before Christmas

The volume of Black Friday returns coincides with the preparation of Christmas orders, generating:

• Delays.
• Errors.
• Bottlenecks in the warehouse.
• Saturation in customer service.

Damage to the customer experience

A slow or confused return translates into frustration and loss of confidence.

Common mistakes in returns handling during Black Friday

Many eCommerces repeat the same mistakes:

• Failure to offer return points, which leads to collapse in warehouses and logistics centres.
• Failure to size logistics capacity.
• Relying only on home delivery.
• Lack of real traceability at peak times.
• Manual processes that do not scale up to extraordinary volumes.
• Do not automate the returns policy and customer communication.

Avoiding logistical collapse: efficient strategies to reduce and manage returns

Here are the best practices to get through Black Friday without drowning in returns.

1. Offering returns through Collection Points

The most efficient and sustainable solution to absorb peaks is drop-off at collection points.

Key benefits:

• It is reduced between the 30% and the 60% operating pressure.
• Incidents and missed deliveries are minimised.
• There is a quicker and more orderly classification.
• It can absorb thousands of parcels per day without saturation.

Consult our logistics services to integrate Celeritas Points as the main channel for returns.

2. Increasing traceability to avoid incidents and queries

Traceability is key in times of high volume. With Celeritas, eCommerce gets:

• Real-time events.
• API or FTP integration.
• PDA tracking of the driver.
• PIN CODE for deliveries and returns,
• Customer alerts and automation.

All this translates into less hesitation and lower costs.

3. Automate reverse logistics

Automation reduces errors and eliminates manual tasks:

• Automatic labels,
• Digital validation at collection points.
• Intelligent sorting at headquarters.

This allows unexpected peaks to be absorbed without collapsing the operation.

4. Prepare the process before Black Friday

The most common mistake is to react during the campaign. Pre-planning should include:

• Clear protocols with operators.
• Temporary extension of capacity.
• Early integration of collection points.
• Historical forecasting tools.

5. Improve communication at checkout and after-sales

A good, well-explained return policy reduces incidents:

• Clarity in sizes.
• Visible conditions.
• Simple steps.
• Automated messages at each stage.

Each avoided query results in one less incident and lower costs for eCommerce.

How does Celeritas help to manage returns on Black Friday?

At Celeritas we have developed an infrastructure that allows eCommerce to absorb return peaks without saturation.

Punto Celeritas Network

• Thousands of collection points within 3 km of the customer.
• Frictionless and agile pick-ups.
• Capacity to absorb large volumes without operational congestion.

Advanced technological integration

• API / Webservice.
• FTP.
• Real-time traceability via PDA.
• PIN CODE system.
• Big Data to detect bottlenecks.

Scalable peak operation

• Fastest classification.
• Optimised routes.
• Reduction of incidents.
• Better after-sales experience.

The result translates into:

• Faster returns.
• Less operating pressure.
• Lower cost for your eCommerce.
• Greater satisfaction for the end customer.

Frequently asked questions about returns on Black Friday

Why do returns increase so much on Black Friday?

Impulse buying, size problems and logistical saturation.

How to reduce Black Friday returns in eCommerce?

Offering collection points, improving product information and automating processes.

What is reverse logistics on Black Friday?

Managing product returns during the most demanding season of the year.

How does Celeritas help to manage mass returns?

With collection points, real-time traceability, technology integration and scalable processes.