The holiday rush is always a defining moment for returns — it tests the strength of networks, processes, and partnerships. The 2024 holiday peak season, from Black Friday through the first week of the new year, was no exception. In fact, it was our busiest period ever, and our systems rose to the challenge.

Thanks to thoughtful planning, three newly automated Return Hubs, and our extensive Return Bar® network of nearly 8,000 locations, we didn’t just meet the demand — we set new benchmarks for speed, accuracy, and efficiency. 

Here’s a look at what worked and where we’re headed next. 

Delivering at scale: Speed, accuracy, and seamless experiences 

During the 2024 peak season, our network demonstrated its strength and ability to flex.  

1. Fraud prevention from the start: Our patent-pending item verification process ensures associates complete a guided, step-by-step check to ensure the right items are being returned, reducing errors and making it harder for fraud to occur. Additionally, our process links each returned item to its bag and shipping box, ensuring accurate handling and maintaining a detailed record of its journey, even at peak volumes. 

2. Automation with human oversight: Our Return Hubs leveraged automation to handle record-breaking volumes, but exceptions required careful human management. By balancing automation with real-time tools for managing unique cases, we met our service level agreements even during spikes in complex returns. This combination of automation and oversight ensured exceptions were resolved without creating bottlenecks. 

3. Visibility at every step: Thanks to diligent return tracking and integration with UPS, we monitor returns from the moment they’re initiated online, through drop-off, transit, and processing at our Return Hubs, all the way back to the retailer. This end-to-end visibility ensures we can catch potential delays, resolve issues quickly, and provide retailers with real-time updates that improve outcomes. 

A seamless experience for shoppers, too

Retailers weren’t the only ones who benefited from a strong peak season — shoppers did, too. Our expansive network and operational efficiencies helped ensure a smooth, hassle-free return process, even at the busiest time of the year. 

1. Convenience at scale: With nearly 8,000 Return Bar locations — including key partnerships with The UPS Store®, Staples, Ulta Beauty, and Giant Eagle — our expansive network processed millions of returns during peak season. By distributing volume across thousands of locations, we enabled shoppers to drop off returns quickly and easily, without overwhelming any single location. 

2. Operational excellence behind the scenes: To keep Return Bars running smoothly, we automated key processes like shipping replenishment supplies. Stores never need to track supplies or place orders — our system ensures shipping boxes and bags arrive when needed. In-app notifications and alerts help locations stay prepared, ensuring a consistent experience for shoppers and partners alike. 

The results: Big wins from innovation

Our post-peak analysis reinforced a key belief: strategic improvements can deliver significant results.

1. 40% faster return processing: Our automated hubs unpacked, sorted, and shipped our consolidated returns to retailers 40% faster than in previous years, ensuring retailers could restock inventory more quickly.¹ 

2. Unprecedented accuracy: Robot-assisted item sortation, supported by system-enabled controls designed to minimize errors and ensure consistency, has virtually eliminated loss in our Return Hubs and set a new performance standard. 

By continuing to refine our processes, we’re positioning ourselves to scale even further with more speed, security, and service quality. 

Where we’re headed: The path to our fastest returns yet

This peak season confirmed that our approach works — and it highlighted new ways to raise the bar even higher.

We’re exploring new types of robotic automation to handle higher volumes more efficiently and reduce the physical strain on warehouse workers — including the potential use of robotic systems for unloading trucks to further streamline operations. By continuing to invest in automation, we’re reinforcing the speed, accuracy, and scalability that define our returns network.

2024’s peak season showed what’s possible when smart processes and strong partnerships come together. We’re proud of how we performed — and even more excited about what’s next.

For retailers, this means quicker restocks and fewer errors. For shoppers, it means simple, hassle-free returns no matter the season. 

The takeaway? When peak season arrives again, we’ll be ready to deliver.  

¹Happy Returns internal data, based on Return Hub performance from November 2024 through January 2025. 

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