Parcel Panel is a solution that online retailers can use to deal with international returns. It eliminates one of the most difficult tasks – creating return labels for international shipping.

Strategies for handling ecommerce returns

1. Returns to Your Warehouse

Encourage your customers to return their items to your warehouse. But add a special touch. Consider allowing customers to schedule home pickups for their returns. This convenience–especially for bulky or delicate items–can be a deciding factor for customers choosing your brand.

A second tip is to partner with local businesses as drop-off locations for returns. This strategy will reduce your warehouse’s workload. Your warehouse will not have to deal with individual returns but can handle consolidated shipments coming from local return hubs.

2. Return to brick and mortar outlet

Encourage customers to return products in-store is a great strategy for retailers. Instead of simply accepting returns at the counter consider ways to improve the customer experience.

Set up a Return and Explore area within your store. Customers can use this area to return items and receive assistance from staff. Your staff can recommend new items or trendy products based on customer preferences. This turns a return into a chance to increase total retail sales.

3. Outsource reverse logistics

Outsourcing reverse logistics is a third option that focuses on sustainability. Partnering with companies who can recycle or repurpose returned items is one way to do this. If you sell clothing, for example, partnering up with a company who recycles fabric could be an attractive selling point to environmentally-conscious customers.

You can also find logistics partners that provide detailed analytics about your returns. These data can provide insights into the performance of your products and customer preferences. This will allow you to make informed marketing and inventory decisions.

Ecommerce returns best practices

The key to improving customer satisfaction is handling returns efficiently. What if they could be prevented altogether? This would result in lower costs and greater profit margins, two things that ecommerce merchants most desire.

Here are 5 ecommerce return best practices that will improve your revenue:

1. Keep the product information handy

Make sure that everything you show your customers is accurate and complete. Returns are common when customers receive something that is different than what they were expecting.

Every product page in your online store should include:

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  Product weight and size
  
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  What are the materials used
  
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  Size Guides and the Model’s Size for Reference (if this is relevant)
  
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  Your return policies, including the timeframe, costs and products that can be returned
  

2. Shipping items that are secure

Keep in mind that your work is not done once an item leaves the warehouse. Returns can occur when items are damaged or faulty. While you would never send damaged goods out, sometimes things go wrong in the delivery process.

While your delivery service is important, there are steps you can take to reduce the likelihood of damage or returns.

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  Select the correct box size to avoid items moving too much in transit.
  
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  Protect fragile items by wrapping them in protective materials such as bubble wrap.
  
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  Mark boxes that contain breakable items such as glass as “Fragile”.
  

3. Reviewing your reviews can be a powerful tool

Reviews provide you with real-world feedback on how your product performs. This information can help you make the necessary adjustments or improvements, resulting in fewer unhappy customers and fewer returns.

For maximum effectiveness, let customers provide information such as measurements, material quality and size. Then add filters to these details. It allows shoppers to find reviews by people who are similar to them, which helps them make an informed purchase decision.

4. Size charts and experiences that are dynamic

Returning items such as clothing or shoes because they don’t fit is a common problem. Online, customers are unable to try on items. Customers must read carefully the description, rely on photos, and hope that an item fits.

Size guides and fitting tools can be helpful. Size charts can help shoppers choose the right size. When customers know how an item will fit, they are less likely return it.

Use a size chart application to create a dynamic sizing table in your store. Consider using an AR/3D application to show your customers how the products will look on them. This can help them make better size and style decisions and prevent returns.

5. Keep your customers informed

How you are perceived and discussed is important for online shops. One social media post could influence someone to purchase from your store or your competitor. Do you want your return process to be more about your customers, or for your business? When in doubt, always put the customer’s needs first.

Tips for

Inform your customers of their return via email or better yet, Facebook Messenger or SMS. This could be done automatically by your order management system.

Ask your customers for feedback. Find out what they think of the return process. This feedback can be used to identify areas for improvement.

Select a shipping company that provides parcel tracking. Many shipping partners provide tracking numbers so that customers can track their returns. Send an automated message confirming the return’s arrival once it reaches your warehouse. Let them know the expected refund time.

Protecting your business from ecommerce returns fraud

Did You Know that retailers lose on average $10.30 for each $100 of returned merchandise? This is a serious issue as 13% of retailers suffer losses due to fraudulent returns.

It’s important to understand the different types of returns. Shopify Flow is a great tool. Set up a tracking system based on the order value or frequency of returns to determine return behavior. Apply this data to the following:

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  Tag your customers to track them in the future
  
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  Alert your team about suspicious activity
  
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  Disqualify frequent returners for promotions such as free shipping or refunds
  

There are other strategies to avoid return fraud, including:

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  Use delivery carriers who provide proof of delivery
  
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  Offer store credit instead of cash refunds
  
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  Ensure that returned items are accompanied by original tags and receipts
  
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  Refusing free shipping for fraudulent returns
  

Returns and customer loyalty

Today’s customers expect a smooth return. Even the slightest inconvenience can make them turn away. Rithum’s survey from 2023 shows that about half of respondents avoid returning items if they find the process to be complex.

This trend is a warning to merchants. A complicated return policy can drive customers away from a market that is all about convenience. Some customers will even choose to keep unwanted products in order to avoid hassle.

Consider ways to simplify your return process in order to encourage customer loyalty and keep them coming back. It could be as simple as implementing clear policies and easy-to follow steps. A streamlined return procedure is an investment for customer satisfaction.

Get ready to conquer the ecommerce returns

Now you know how to deal with ecommerce returns.

Remember: Returns will happen despite your best efforts. Focus on creating a memorable experience for them when they return.

The return process is as important as the first contact with your brand.