Managing international returns can determine the fate of an e-commerce business in the global marketplace. In this comprehensive guide, we cut through complexities to present actionable strategies for a streamlined returns process that prioritizes customer satisfaction and operational efficiency.
A seamless international returns experience is crucial for e-commerce success, as poor returns processes can deter customers and impact profitability given that 30% of online orders are returned.
Navigating the complexities of international returns requires understanding various country regulations, addressing common reasons for returns, and forming strategic partnerships with international carriers.
Streamlining the returns process with technology, offering flexible refund options, and enhancing customer experience are key strategies to increase customer satisfaction and loyalty in international e-commerce.
With WeSupply, you can effortlessly revolutionize your global returns. Our branded portal, automated management, flexible rules, instant credit, QR code returns, carrier integration, and real-time tracking ensure seamless international returns. Ready to simplify returns and delight your customers? Get Started with WeSupply today!
E-commerce returns have a staggering scale and impact. During the holiday season, a surge in online shopping leads to a higher rate of returns, averaging around 17.9% each year. Moreover, the National Retail Federation estimates that the cost of dealing with returns can amount to $101 billion. With these figures in mind, it’s clear that a well-crafted, efficient returns strategy can make a significant difference to an online retailer’s bottom line.
Returns have implications beyond just financial aspects. Returns are central to the customer experience in e-commerce, and how a business handles them can differentiate the brand, create a competitive advantage, and potentially increase profitability. A poor returns experience can deter nearly 80% of US online shoppers from making repeat purchases from the same retailer. Therefore, creating a seamless, hassle-free returns experience for your international customers is vital to your e-commerce success.
With online shopping return rates typically falling between 20% and 30%, handling international returns can be challenging. The complexity stems from the high return rates, with 30% of all products ordered online being returned compared to 8.89% in brick-and-mortar stores.
This section delves into understanding high return rates in online shopping and how to address common reasons for product returns.
Certain sectors within the e-commerce industry experience higher return rates than others. For instance, clothing has the highest return rate among all e-commerce verticals, with over 56% of total returns. A substantial 67% of online shoppers are “serial returners” who buy multiple versions of an item intending to return some, contributing to high return rates. These facts underscore the need for retailers to manage inventory and customer expectations effectively.
This involves providing detailed product descriptions, high-quality images, and dynamic sizing charts especially for apparel, to help customers choose the correct size and reduce size-related returns.
Product returns stem from a variety of complex reasons. The leading cause for returns in online shopping is incorrect size, cited by 22% of e-commerce shoppers, highlighting the need for better sizing information and flexible return policies. Other reasons include discrepancies between the product and its online description, late arrivals, and items that are damaged or defective upon arrival.
Addressing these common reasons for returns involves implementing several strategies. For example, providing customers with the option to return items to a store can influence their decision to shop online; 62% of consumers are more likely to shop if they can return an item to a store. Additionally, expanding the length of return policies can paradoxically reduce return rates, as it gives customers more time to become comfortable with products before deciding to return them.
These strategies, coupled with the use of customer reviews and incentives for product exchanges over returns, can help retailers decrease return rates and enhance customer satisfaction.
WeSupply’s Return Analytics offers invaluable insights for navigating the complexities of international returns and understanding the high return rates in online shopping. By identifying the most returned products and understanding why they are being returned, businesses can pinpoint areas for improvement in their product offerings and streamline their processes and return policies to improve profit margins. SKU level returns analytics allow for a detailed examination of return reasons at the product and variant level, including color, quality, and size, while also identifying serial returners. With the ability to collect product feedback from customers and understand the financial impact of returns and exchanges, WeSupply empowers businesses to address common reasons for product returns effectively, ultimately enhancing customer satisfaction and optimizing their eCommerce operations.
When venturing into international e-commerce, it is paramount to comprehend the regulations of different countries. The international returns landscape is characterized by a myriad of return regulations, all with their own unique quirks. For instance, in the European Union, online retailers must accept returns within 14 days of purchase, mandated by the EU Consumer Rights Directive.
Meanwhile, in China, consumers have a 7-day “no reason” return policy for online purchases, excluding custom-made and perishable goods. This section will further explore how to adapt to different international return regulations and preferences, and recognize the challenges of cross-border e-commerce returns.
Careful planning and thorough research are required to adapt to the unique return regulations and preferences of different countries. For instance, to comply with Brazil’s 7-day cooling-off period, online retailers should have a process in place to facilitate returns and refunds within this timeframe. Incorporating localized return experiences for different regions can also enhance customer satisfaction and loyalty.
Businesses should work with legal experts or consult with legal resources to ensure compliance with relevant laws, and they should also implement best practices for consumer protection, including providing clear and transparent information about products, secure payment options, and the use of customer reviews and ratings.
WeSupply stands out in adapting to various international return regulations and preferences by offering advanced capabilities for accommodating complex Return Rules, including those based on country specifics. This feature allows retailers to customize their return policies with utmost precision, aligning with local laws and consumer expectations, thereby enhancing global customer satisfaction and compliance.
Speed up returns process
Book a quick call with our experts to see how WeSupply’s self-service returns makes it super easy for your customers to return anything, anytime – without needing to submit customer support tickets or call in!
Unique challenges accompany cross-border e-commerce returns. These challenges include:
Language, currency, and cultural divide, which require localized return experiences for different regions
Logistics complexities due to multiple carrier handoffs and the need for different shipping and fulfillment strategies, like cross-border or localized logistics
Compliance with international regulations and taxes, as different countries have varying requirements for imports and exports
To overcome these challenges, businesses should consider:
Forming strategic alliances with carriers to enhance route efficiency and improve transit times
Ensuring robust security measures are in place to protect customer data and provide a seamless customer experience
Ensuring compliance with international e-commerce laws and staying informed of changes in regulations and laws
These steps can help businesses remain competitive and compliant in the global e-commerce landscape.
Calculating shipping costs and fees for international e-commerce can be intricate. Factors that can significantly influence these costs include:
Weight
Dimensions
Destination
Type of service chosen
Moreover, shipping costs for returned items can be affected by customs duties and taxes, which vary depending on the country to which the item is being sent.
This section will further explore strategic approaches to reducing online store returns and forming partnerships with international carriers.
Implementing strategic approaches to minimize online store returns can have a significant impact on a business’s profitability. Here are some strategies to consider:
Provide detailed product descriptions and high-quality images to give customers a clear understanding of what they are purchasing.
Encourage product reviews from previous customers to provide social proof and help potential buyers make informed decisions.
Offer exchanges instead of refunds to retain customers and reduce the financial impact of returns.
Leverage technology, such as return management software, to streamline the process and handle high volumes of returns more efficiently.
WeSupply offers strategic approaches to reducing online store returns through three key features:
Convert Returns to Exchanges: Enable customers to exchange return items with any product, incentivizing exchanges over returns to save sales and boost the average order value using instant store credit or refunds in the form of store credit, gift cards, or coupon codes.
Automated Returns: Simplify returns management by automating the entire process, saving up time spent on returns, streamlining operations, reducing returns fraud, and minimizing human error. WeSupply empowers online businesses to enhance customer satisfaction and build trusting relationships while optimizing their return processes.
By implementing these strategies, businesses can reduce the number of returns and improve their bottom line.
E-commerce businesses can reap numerous benefits by forming strategic partnerships with international carriers. Such alliances can lead to:
Competitive prices
Expansion of service coverage due to efficient utilization of fleet space
Better shipping rates
Access to a broader network
Improved service levels
Enhanced route efficiency
However, it’s crucial to consider several factors when choosing an international carrier, such as:
Package size and weight limitations
Delivery service levels
Add-on services
Customs and border matters
Duty collection
Working with a reliable carrier with up-to-date knowledge of cross-border shipping regulations can improve the reliability of return shipments, ensuring that products are handled correctly and reach their destination in good condition.
WeSupply offers a seamless solution for forming strategic partnerships with international carriers through its extensive integrations capabilities. With the ability to integrate with hundreds of third-party tools and a wide range of carriers, WeSupply facilitates the connection of order and returns data to existing API-driven tools. This integration not only enhances the overall customer experience but also results in cost savings for businesses. By leveraging WeSupply’s integrations, companies can efficiently manage their logistics operations and establish valuable partnerships with international carriers.
Given the increasingly competitive e-commerce landscape, it is crucial to meet the expectations of international customers. Offering flexibility and convenience in returns, and ensuring quality in packaging and shipping, can significantly impact customer satisfaction and brand loyalty.
This section will further explore how businesses can offer flexibility and convenience in returns to boost brand trust and ensure quality in packaging and shipping.
A transparent and flexible return policy enhances customer satisfaction by reducing the perceived risk of online shopping. Providing a streamlined communication channel and a user-friendly returns portal can improve the customer experience and manage expectations.
Additionally, offering exchanges or store credit instead of refunds can help retain sales revenue and encourage repeat business.
WeSupply enhances brand trust by providing flexibility and convenience in returns through two key features:
WeSupply enhances brand trust by providing flexibility and convenience in returns through two key features:
Flexible Returns Rules: Tailor your return policy to match any use case with WeSupply’s flexible returns rules. Create smart return rules that perfectly match item attributes, set conditions such as free return shipping with fully customizable logics, and effortlessly sort physical returns using intelligent dispositions. With WeSupply, businesses can optimize their return process to enhance customer satisfaction and build trust in their brand.
Quality assurance in packaging and shipping plays a pivotal role in the international returns process. Proper packaging is crucial to prevent damage during shipping and reduce the rate of returns due to broken or damaged products. E-commerce businesses should implement sustainable packaging practices to minimize environmental impact and address customer concerns.
In addition, ensuring reliable and timely shipping is key to reducing returns due to late arrivals. Offering various shipping levels allows customers to choose between expedient or cost-effective delivery, which can be a competitive differentiator. Clear communication about the status of a customer’s return builds trust and satisfaction, enhancing the overall return experience.
Formulating an effective international returns policy is a crucial part of being able to manage international returns. A well-crafted return policy should:
Be simple and clear
Detail what can and cannot be returned
Specify the time frame for returns
Consider different customs regulations and fees by country.
This section will further discuss how to optimize return policies for customer satisfaction and craft clear return instructions.
To optimize return policies for customer satisfaction, it’s essential to consider the specific needs and preferences of international customers. Implementing a self-service return portal allows customers to initiate and track their returns independently, leading to increased customer satisfaction and reduced workload for customer service teams.
Another effective strategy includes international returns tips such as:
Offering multiple refund options for international returns, providing flexibility for customers
Providing localized communications, with return instructions in the customer’s native language
Displaying refund amounts in local currency to enhance the customer experience.
WeSupply enables businesses to craft an effective international returns policy tailored to specific regions and their corresponding rules. With the flexibility to utilize different return addresses for various regions and the option to charge returns fees or restocking fees for specific countries, companies can optimize their return process. Moreover, WeSupply allows customers to handle return shipping costs with their preferred vendors and offers the capability to block returns for specific countries when necessary. By personalizing the return experience for each country, WeSupply ensures a seamless and efficient international returns process that enhances customer satisfaction and trust in the brand.
Providing flexible refund options is a key element in handling international returns. Businesses can provide immediate access to information and services without the need for direct interaction with customer support through self-service return portals.
This section will further delve into how businesses can implement efficient return solutions with technology and explore creative approaches to managing return costs.
Implementing efficient return solutions with technology can significantly reduce the workload for customer service teams, leading to greater efficiency and faster turnaround times. Returns management software plays a critical role in optimizing e-commerce operations for efficiency and cost-effectiveness, and enhanced customer experience. It’s essential to choose software that aligns with the specific needs of your business, taking into account:
Compatibility
User-friendliness
Automation
Customization
Analytics and reporting
Customer service
Cost
Managing return costs is a critical aspect of handling international returns. Creative approaches to manage these costs include:
Leveraging technology to automate the returns process and reduce the workload for customer service teams
Implementing green returns to encourage customers to recycle, which can potentially lower the environmental and financial costs associated with returns
Utilizing custom packaging with smaller dimensions tailored to the product to lower dimensional weight and reduce shipping costs for international returns.
Another strategy is to offer incentives for exchanges rather than returns, such as bonus credits or instant exchanges, which can help retain revenue and reduce return costs. Additionally, outsourcing returns management to third-party logistics providers (3PLs) can benefit customers, stock managers, and payment operators, leading to cost-effective shipping and handling, reduced operational costs, and efficient returns management.
WeSupply offers innovative solutions for managing return costs with the following key features:
Save time by automating the return process.
Streamline operations and reduce errors and fraud.
Green Returns / Keep the Item:
Reduce costs and waste associated with returns.
Refund customers without shipping back items contributing to landfill waste.
Convert Returns into Exchanges:
Exchange items with any product or reship the same item.
Incentivize exchanges to save sales and boost average order value.
Charge Restocking Fees for Specific Products:
Mitigate return costs by applying restocking fees.
Maintain revenue while balancing customer service.
Control fees based on SKU numbers for precise management.
Unlock the power of efficient returns management with WeSupply and take control of your eCommerce operations today. Ready to see how it works? Book a Demo now and revolutionize your return processes!
Streamlining the returns process for efficiency can lead to increased customer satisfaction and loyalty, as customers are more likely to shop again if they have a positive return experience. This section will further explore how businesses can outsource returns management to local partners and leverage reverse logistics for a more efficient returns process.
Outsourcing returns management to local partners can transform a negative customer experience into a positive one by:
ensuring goods are returned smoothly and efficiently
saving resources by minimizing the occurrence of returns
ensuring maximum customer satisfaction with a well-oiled returns management machine.
Local partners also provide businesses with better shipping rates, access to a broader network, improved service levels, and enhanced route efficiency.
Reverse logistics refers to the process of managing the return of goods from customers back to the seller or manufacturer, including returns, restocking, and customer service. Efficient reverse logistics can lead to improved customer satisfaction, as a smooth return process enhances the customer experience and contributes to long-term consumer relationships.
Leveraging reverse logistics can provide several benefits, including:
Reducing costs associated with transportation, storage, and disposal
Lowering storage needs and labor expenses through quick turnarounds on returns
Recovering value from returned goods by returning them to inventory, refurbishing for secondary markets, or recycling components.
WeSupply specializes in streamlining the international returns process for maximum efficiency with a range of key features:
Offer Instant Credit to Encourage Exchanges: Incentivize exchanges over refunds and reduce the average return rate. Boost sales and average order value with instant store credit.
Self-Service Returns Process: Empower customers with complete control over the return process, saving time and reducing friction.
Identify trends in returned products and reasons for returns.
Pinpoint serial returners and tailor strategies to mitigate losses.
Flexible Returns Rules: Create customizable return policies to match any use case and ensure a hassle-free experience.
Automate and simplify the return process.
Minimize returns fraud and human errors.
Collect valuable customer feedback and images during the return process.
Autogenerated QR Code Return Labels: Simplify returns by enabling customers to scan a QR code instead of printing labels.
Returns Tracking: Ease post-purchase anxiety by providing return tracking capabilities for customers.
Proactive Communication: Keep customers informed with proactive return notifications and personalized offers via email and SMS.
Combat inconvenience with proactivity & self service
Book a quick call with our experts to see how WeSupply can help you make returns easy for your customers with a beautiful, self-service solution that makes their experience easier while also providing new ways to lower costs and earn back revenue.
Evereve tackled significant challenges in order management and returns, previously plagued by manual processes and lack of visibility. Adopting WeSupply’s integrated solutions transformed their approach, focusing on proactivity, self-service, and flexibility. This change led to automated returns, decreased customer service burdens, and improved customer loyalty. Evereve’s adoption of a self-service model streamlined operations and turned returns into opportunities, resulting in significant cost savings and a better customer experience. This demonstrates how leveraging the right technology can turn challenges into strategic advantages. Dive into the full case study to explore Evereve’s successful transformation with WeSupply.
An optimized return shipping process is a crucial part of handling international returns. Choosing the right international carrier and implementing return shipping labels can significantly impact the efficiency and cost-effectiveness of the returns process.
This section will further explore how businesses can choose the right international carrier and implement return shipping labels effectively.
Choosing the right international carrier for returns involves considering several factors, including:
Package size and weight limitations
Delivery service levels
Add-on services
Customs and border matters
Duty collection
Working with a reliable carrier with up-to-date knowledge of cross-border shipping regulations can improve the reliability of return shipments, ensuring that products are handled correctly and reach their destination in good condition.
WeSupply specializes in optimizing your return shipping strategy by seamlessly integrating with a wide range of shipping carriers. With the ability to connect order and returns data to your existing API-driven tools, WeSupply ensures an exceptional experience for your customers while saving you money. Whether you’re shipping domestically or internationally, WeSupply helps you choose the right carrier to streamline your shipping processes and enhance overall efficiency.
Implementing return shipping labels can simplify the returns process for customers and enhance their shopping experience. Providing prepaid return labels for returns, including offering free return shipping, can significantly simplify the process for customers, demonstrating a commitment to customer service and potentially increasing customer loyalty.
However, it’s crucial to provide accurate and specific information on these labels, especially on customs forms, to ensure international return shipments pass through customs without delays. Starting March 1, 2023, the EU requires a thorough description of items being shipped as well as the harmonized tariff code to facilitate customs clearance.
WeSupply excels in optimizing your return shipping strategy by offering automatic generation of return labels. Even when your staff is unavailable, customers can effortlessly generate return labels, enhancing convenience and efficiency. With printerless returns via QR code, customers can ship returns without the need for a printer, improving their experience and streamlining the process. Unlike traditional PDF labels, WeSupply’s QR code solution ensures a seamless return process for your customers.
Within the context of international returns, technology is instrumental in improving customer experience. From centralized systems for tracking returns to self-service return portals, technology can significantly streamline the returns process and boost customer satisfaction.
This section delves into how businesses can use a centralized system for tracking returns and provide self-service return portals to enhance customer experience.
A centralized system for tracking returns offers several benefits:
Better control over inventory levels, ensuring that stock is neither over nor under-stocked, thus avoiding stockouts and optimizing inventory
Improved accuracy of inventory data, reducing the risk of errors or discrepancies
Better decision-making and operational efficiency
Centralized systems enhance coordination between different departments and locations, ensuring that inventory is allocated appropriately and efficiently.
Self-service return portals enhance customer satisfaction by providing immediate access to information and services without the need for direct interaction with customer support. They feature:
Comprehensive knowledge bases with FAQs
Troubleshooting steps
Product guides
Instructional videos
These resources help customers resolve issues independently.
Customers can create and track support tickets directly through the portal, giving them control and visibility over the return process. The integration of community forums and discussion boards fosters a sense of peer support and community engagement, further enhancing customer experience.
WeSupply prioritizes enhancing customer experience through innovative technology solutions. With our branded returns portal, businesses can create a personalized, omnichannel experience, fostering customer loyalty and trust. Additionally, our returns tracking feature eases post-purchase anxiety by allowing customers to monitor the progress of their returned products in real-time, with individual tracking numbers provided for split returns to prevent confusion. By providing seamless returns tracking, WeSupply helps nurture positive customer relationships and eliminates common inquiries about return package transit times, ultimately enhancing the overall customer experience.
Any business would find the prospect of international growth exciting. However, to successfully expand into new markets, businesses must ensure a streamlined global returns process that caters to the unique needs and preferences of international customers.
This section explores how businesses can identify new markets for expansion and build customer loyalty across borders.
Identifying new markets for expansion requires conducting thorough market research to understand local markets and assess the potential success of marketing campaigns. Localization specialists can help tailor marketing materials, including imagery, design, and practical details like currency symbols, to meet the specific needs of different international audiences.
Businesses should also evaluate the economic stability, consumer spending habits, and market saturation in potential regions.
Building customer loyalty across borders is a crucial aspect of international e-commerce success. Localization of e-commerce websites is vital for winning international customers’ loyalty, as it provides a user experience tailored to the audience’s language and cultural preferences. Marketing translation, especially on social media, needs to consider cultural nuances in tone, phrasing, and messaging to connect meaningfully with international audiences.
Implementing loyalty programs that are customized to the cultural values and shopping behaviors of international customers can increase customer retention. Personalized marketing efforts and providing tailored product recommendations based on local trends and preferences can also play a significant role in building customer loyalty across borders.
As we’ve explored, managing international returns is a complex process involving numerous considerations, including:
Understanding different country regulations
Calculating shipping costs and fees
Managing customs documentation
Handling currency conversions
Coordinating with international carriers
However, with strategic planning and implementation of effective return solutions, businesses can navigate these complexities and build a resilient and customer-centric returns strategy.
A resilient returns strategy not only equips businesses to quickly adjust to the dynamic global market and consumer demands, but also enhances customer satisfaction and boosts customer loyalty. By leveraging technology, providing flexible refund options, and crafting clear return instructions, businesses can streamline the returns process and offer a positive return experience.
In the ever-evolving landscape of international e-commerce, building a resilient and customer-centric returns strategy is key to success.
In summary, managing international returns effectively is crucial for the growth and success of e-commerce businesses. Strategic planning, understanding different country regulations, optimizing return policies, leveraging technology, and focusing on customer experience are all key to building a resilient and customer-centric returns strategy. By navigating these complexities, businesses can ensure a positive return experience for their customers, boost customer loyalty, and achieve sustainable growth in the global e-commerce landscape.
WeSupply revolutionizes global returns with a comprehensive suite of features designed to simplify the process and enhance customer satisfaction. With our branded returns portal, businesses can create a personalized experience, while our automated returns management saves time and reduces errors. We offer flexible return rules and incentivize exchanges with instant store credit, optimizing return strategies. Printerless returns via QR code streamline shipping, and our integration with a vast array of carriers ensures seamless logistics. We ease post-purchase anxiety with real-time returns tracking and individual tracking numbers for split returns. With WeSupply, businesses can navigate international returns effortlessly, nurturing positive customer relationships and fostering brand loyalty. Ready to revolutionize your return process and delight your customers? Let’s simplify international returns together and Get Started with WeSupply!
Yes, you can return Amazon items from a different country within 30 days of delivery for a full refund, and the Amazon Global Store may cover the cost of international return shipping up to $20.
Contact the website’s customer service or the seller directly to arrange a return or refund. Follow the store’s return policy and use plenty of padding to ensure the item isn’t damaged, then ship it with tracking via UPS or USPS.
WeSupply’s automated returns management saves time and reduces errors, streamlining the entire return process for businesses.
Yes, WeSupply offers flexible return rules, incentivizing exchanges with instant store credit and optimizing return strategies to meet varying needs.
Absolutely, our integration with a vast array of carriers ensures seamless shipping and logistics, no matter the destination.
Yes, WeSupply does have an official Shopify App. You can download and begin to integrate it with your Shopify store.
Yes, WeSupply has an official extension for Magento. The WeSupply x Magento integration allows for automating order tracking experiences, reducing customer inquiries, automating shipping email and SMS notifications, and providing a fully branded order tracking experience
Yes, WeSupply has an official BigCommerce App. You can integrate WeSupply with your BigCommerce store to improve your post-purchase customer experience.
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