Holiday Returns Frustration Drives Demand for AI-Powered Solutions — Ada Support Inc.

Event summary

55% of shoppers made or plan to make holiday returns, with 21% returning items more than once a month.
Only 36% of consumers are 'very satisfied' with the returns process, citing unexpected fees and shipping inconveniences as top pain points.
60% of consumers would use AI agents for returns if they could provide instant answers and processing.
45% of consumers already feel comfortable using AI for returns, with another 29% neutral on the idea.

The big picture

Ada's research highlights how retail returns have evolved from a back-office function to a critical customer experience moment. As consumer expectations for speed and convenience rise, brands face pressure to invest in AI solutions that can manage high-volume periods efficiently. The data suggests that companies able to deliver seamless, transparent return processes will gain a competitive edge in maintaining customer loyalty.

What we're watching

AI Adoption Pace: How quickly retailers will integrate AI-powered returns solutions to address consumer demand for faster, more efficient processes.
Consumer Trust: Whether brands can overcome consumer skepticism about AI handling returns by demonstrating reliability and accuracy.
Seasonal Scaling: The ability of AI systems to handle the increased volume and complexity of holiday returns without compromising customer experience.