Launch as Soon as Tomorrow! - Schedule a demo
    • Tracking & Notifications

      Boost customer experience and reduce support tickets

      Identify and Resolve Order Issues

      Realtime order and shipment tracking

      Delivery Notifications

      Proactive order and shipping notifications

      Increase Conversion Rate

      Predictive pre-purchase estimated delivery dates

      Branded Tracking

      Self-Serivce branded order tracking

      Reduce Operational Cost

      Effortless experience delivered

      Returns & Exchanges

      Make returns profitable and delight customers

      Flexible Return Policies

      Flexibility to define any return destinations & conditions

      Self-Service Returns

      Simplify returns for your customers and team

      Exchanges

      Incentivize exchanges over returns

      Automate Returns Management

      Returns management made easy for your team

      Returns Analytics

      Understand why your customers are returning

      In-Store and Curbside Pickup

      Unify the online and the in-store experience

      Curbside Pickup Check-in

      Hassle-free pickup experience for customers

      Pickup order management

      In-Store Dashboard to keep operations streamlined

      Unified Commerce

      In-Store and Online orders unified

      Store Locator

      Drive foot-traffic to your stores

      Tracking & Notifications

      Boost customer experience and reduce support tickets

      Identify and Resolve Order Issues

      Realtime order and shipment tracking

      Delivery Notifications

      Proactive order and shipping notifications

      Increase Conversion Rate

      Predictive pre-purchase estimated delivery dates

      Branded Tracking

      Self-Serivce branded order tracking

      Reduce Operational Cost

      Effortless experience delivered

      Returns & Exchanges

      Make returns profitable and delight customers

      Flexible Return Policies

      Flexibility to define any return destinations & conditions

      Self-Service Returns

      Simplify returns for your customers and team

      Exchanges

      Incentivize exchanges over returns

      Automate Returns Management

      Returns management made easy for your team

      Returns Analytics

      Understand why your customers are returning

      In-Store and Curbside Pickup

      Unify the online and the in-store experience

      Curbside Pickup Check-in

      Hassle-free pickup experience for customers

      Pickup order management

      In-Store Dashboard to keep operations streamlined

      Unified Commerce

      In-Store and Online orders unified

      Store Locator

      Drive foot-traffic to your stores

      See how WeSupply works! A step-by-step trip through our functionality

  • Integrations
  • Customers
    • Help Center

      Find the answer to all your questions

      WeSupply FAQ

      Explore the most comon questions about WeSupply

      Post Purchase ROI Calculator

      Calculate the ROI that WeSupply can bring you

      FREE Website Review

      Request a no strings attached review of your current shopping experience and missed conversion opportunities

      How It Works

      Take a step by step trip through our functionality to see how we can improve your ecommerce processes.

      Blog & Guides

      Read actionable articles on how to optimize your post-purchase experience and decrease support tickets

      Case Studies

      Get inspired by stories of how our customers implemented an effortless post-purchase experience

      Behind The Brand

      A Deep Dive into Top Companies' Order Tracking & Returns Strategy

      Pre-built Return Policies

      Wondering if WeSupply is a good fit for you? Read through our use cases to see how we can help you increase conversion & improve CX!

  • Pricing
Schedule Demo

Sign in

How to Upsell During Returns With Personalized Offers

Subscribe to newsletter
Recommended products inside return confirmation email - latercase branding

Transforming Returns Into Revenue Opportunities

Returns are an unavoidable part of ecommerce, but that doesn’t mean they have to be a loss. In fact, they can be a significant revenue opportunity when handled strategically. One of the most powerful tactics for capitalizing on the return moment is using personalized offers to upsell or cross-sell customers. This approach not only improves customer experience but also helps recover potential lost revenue from refunds, leading to more sales for the business. Instead of seeing a return as the end of a transaction, savvy brands treat it as the beginning of a new one.

With tools like WeSupply, ecommerce merchants can tap into automation, customer data, and real-time return flow interactions to create seamless, tailored experiences that inspire additional purchases even when a customer is sending something back. By giving customers valuable options or insights during the return process, merchants can encourage upgrades, upsells, or engagement. In this guide, we’ll explore how to effectively upsell during the return process using personalization, behavioral insights, and targeted incentives.

Introduction to Upselling and Cross-Selling

Upselling and cross-selling are time-tested strategies in ecommerce. While upselling typically encourages a customer to purchase a more premium version of a product they’re already interested in, cross-selling involves suggesting complementary products that enhance the original item. For instance, a customer returning a pair of shoes might be interested in a shoe care kit or a premium upgrade. Common cross selling techniques include recommending related or supplementary products at key moments, such as during the return process or on checkout pages. Cross selling examples include suggesting accessories, like socks or insoles, when a customer initiates a return, or displaying “Customers Also Bought” items to increase order value.

These techniques are especially effective with existing customers who are already familiar with your brand. Since the return process often involves logged-in users or tracked order history, it’s an ideal time to surface offers based on previous behaviors or preferences. Cross selling works best when the recommendations are relevant to the primary purchase or original purchase, ensuring that the offers feel timely and valuable to the customer.

By tapping into customer familiarity and the trust they’ve already built with your store, you can present relevant offers that don’t feel intrusive, but helpful. Incorporating cross sell products and cross sells as part of your strategy can further increase order value and enhance the customer experience. The return flow becomes a place to make new suggestions using a cross selling technique, offer better alternatives, and turn a potential loss into a win.

Offering carbon-neutral shipping is another vital step. Brands can partner with carriers that provide carbon offset programs or invest in their own green logistics initiatives, such as electric delivery vehicles or solar-powered warehouses. But it’s not just about implementation it’s also about communication. Clearly showcasing these efforts on product pages, checkout screens, and post-purchase emails builds trust and strengthens brand loyalty.

Understanding Customer Behavior

To personalize upsells during the return process, you need to understand your customers deeply. This begins with collecting data on purchase history, browsing patterns, and product preferences. Leveraging the customer’s browsing history even when partial allows you to personalize recommendations effectively. Customer history and past purchases play a crucial role in informing targeted upsell offers, while tools that track behavior across sessions such as what they clicked on or viewed but didn’t buy offer further insight into potential interests. Analyzing this data helps refine upsell strategies, uncovering patterns and trends that drive smarter recommendations.

For example, if a customer is returning a $50 handbag but has previously browsed premium bags, it makes perfect sense to suggest a $90 luxury version with a limited-time discount. That upsell feels relevant because it’s rooted in real behavior, not guesswork. Similarly, if someone returns a skincare product for being too oily, recommending a matte-finish alternative shows you’re listening turning a negative into a personalized opportunity.

This is where WeSupply helps ecommerce brands take personalization to the next level. By offering powerful Returns Analytics, WeSupply gives you direct visibility into why customers return items, which products are most often returned or exchanged, and who your serial returners are. This level of insight helps tailor upsell suggestions with precision.

Here’s how WeSupply contributes to behavior-based upsell strategies during the return process:

Evereve Greenworks Invicta using WeSupply warranty notifications
Evereve Greenworks Invicta using WeSupply warranty notifications
Evereve Greenworks Invicta using WeSupply warranty notifications

Encouraging feedback through WeSupply’s post-return surveys and comment prompts further strengthens your upsell logic. The more your customers feel heard, the more likely they are to accept a personalized recommendation—even mid-return.

With WeSupply, you’re not just managing returns; you’re creating tailored shopping experiences that drive loyalty and revenue.

Creating Effective Offers

Upselling isn’t about pushing random products it’s about relevance and value. Offering a more expensive version of a returned item works best when it solves the issue that caused the return. If the original item lacked a feature, showcase one that includes it. High quality product images are essential here, as they help customers clearly see the benefits of the upsell or cross-sell offer.

Similarly, cross-selling can be framed as improving the customer experience. Recommending relevant products and complementary product options, such as suggesting gloves or scarves to someone returning a jacket, can enhance satisfaction. Cross selling supplementary products in this way not only meets customer needs but also increases the likelihood of additional purchases.

Using WeSupply, you can trigger personalized offers directly within the return interface. For instance, once the customer selects a reason for return, such as “size too small,” you can present an exchange option for the correct size, or suggest a product line known for a more forgiving fit. Bundling relevant items together and offering a package discount can further incentivize customers to choose more valuable options.

Time-limited discounts or exclusive return-only bundles with exclusive access can also entice customers. These offers feel like perks rather than sales pitches “As a returning customer, you get early access to our summer collection at 15% off.” Limited-time deals encourage immediate purchase by motivating customers to act quickly. It rewards them for staying loyal even when an item didn’t work out.

All of these strategies can boost sales while improving the customer experience.

Smart Upselling Strategies in the Return Flow

Timing is everything in ecommerce, and that includes upselling. During the return flow, the customer is already engaged entering return reasons, choosing items, and evaluating next steps. That’s your prime window.

One effective upsell is the premium exchange. Instead of just letting customers return a product for a refund, offer them a premium version as an exchange, possibly with a small added cost. Upselling encourages customers to upgrade to higher-value or premium products, which can increase the average transaction value. This is particularly compelling when the return reason is quality-related. The message becomes: “If you didn’t love this, you might prefer our best-rated upgrade instead.”

For cross-selling, suggest related products based on their return and purchase history. For example, a customer returning a water bottle may appreciate a discounted gym gear bundle or a hydration tracking accessory. If done right, the offer feels helpful rather than pushy, encouraging customers to make additional purchases and increasing customer satisfaction.

Another effective method is bundling. If a customer returns one item in a set, suggest a new, personalized bundle with a slightly better fit. These bundles can drive higher average order value and reduce refund requests. Offering an extended service period as an upsell option can also provide added value, especially for subscription or SaaS products.

Visual appeal matters. Always present upsell and cross-sell offers with crisp product photos, reviews, and side-by-side comparisons. Help the customer visualize why the new choice is better, which enhances the customer’s experience and can increase customer satisfaction. These strategies not only boost sales but also lead to increased customer loyalty.

How WeSupply Enables Smart Upselling Strategies in the Return Flow

Returns don’t have to be the end of the customer journey—they can be a powerful opportunity to re-engage, upsell, and increase revenue. With WeSupply’s smart upselling capabilities, you can transform post-purchase and return touchpoints into highly personalized sales moments. By integrating with powerful personalization platforms like Nosto and Justuno, WeSupply makes it easier than ever to turn returns into revenue.

Here’s how WeSupply helps personalize upsells during the return process:

  • Nosto Integration
    WeSupply integrates seamlessly with Nosto, allowing you to display dynamic product recommendations based on customer behavior, preferences, and purchase history. Personalize your branded tracking pages and return confirmation screens with:

    • Trending and best-selling product suggestions

    • AI-powered merchandising logic for smart product placement

    • Personalized offers delivered via shipping and return notifications

    • Post-return engagement that encourages repeat purchases

    • A fully branded experience that builds loyalty after every transaction

  • Justuno Integration
    Supercharge your return flow with Justuno-powered pop-ups and banners directly on your return and order tracking pages—visited on average 3.6 times per order! This integration lets you:

    • Show hyper-relevant upsell or cross-sell offers using purchase history

    • Display discount codes, bundles, or limited-time promotions during the return

    • Highlight frequently bought together or most viewed items

    • Tap into advanced segmentation filters and algorithms for tailored messaging

    • Encourage customers to exchange instead of refund, increasing revenue retention

Evereve Greenworks Invicta using WeSupply warranty notifications
  • Personalized Return Experience
    WeSupply turns your return flow into an upsell engine by combining behavioral data, real-time insights, and automation. Whether customers are exchanging or requesting a refund, they’re presented with relevant product alternatives, accessories, or higher-value items—right when they’re most engaged.
Evereve Greenworks Invicta using WeSupply warranty notifications

  • Easy Setup, No Developer Needed
    Both Nosto and Justuno integrations are plug-and-play, so you can go live with your smart upsell strategies in just a few clicks—no coding required.

By adding WeSupply, you’re not just processing returns—you’re driving conversions, boosting AOV, and retaining customers through personalized, data-driven upsell opportunities.

Looking to transform your return process into a revenue-generating experience? Start upselling smarter with WeSupply today.

Timing of Upsell Offers

The success of upsell offers often hinges on when they are presented during the customer journey. Timing is everything offer an upsell too soon, and it may feel intrusive; wait too long, and you risk missing the moment when the customer is most engaged. The optimal time to introduce upsell offers is typically after the initial purchase, especially on the checkout page. At this stage, customers are already in a buying mindset and are more receptive to adding complementary products or upgrading to a premium version that enhances their original choice.

Another effective moment is immediately post purchase, through follow-up communications such as post purchase emails. These emails can gently remind customers of related products or exclusive deals, giving them time to consider additional purchases without feeling pressured. By aligning upsell offers with these key touchpoints, businesses can significantly increase the chances of successful upselling and enhance customer satisfaction. The right timing ensures that offers feel like a natural extension of the shopping experience, rather than an interruption, and helps customers discover products that genuinely add value to their purchase.

Email Upselling in the Return Process

Email upselling is a powerful way to turn returns into new sales opportunities. When a customer initiates a return, it’s the perfect time to send a personalized message with product recommendations that match their interests.

With WeSupply, you can automate post-purchase emails and SMS to deliver personalized offers, product swaps, or complementary items right when customers are most engaged. These proactive return notifications not only reduce “check-in” calls but also open the door to repeat purchases with every return.

By using WeSupply’s high-converting email flows, you keep customers informed, satisfied, and ready to shop again—boosting both revenue and loyalty with every return.

Personalization Techniques That Drive Conversions

The most impactful upsell offers are those that feel handpicked. Personalized recommendations can be based on:

  • Order history

  • Return reasons

  • Previous product ratings

  • Style or category preferences

  • Seasonal relevance

Using WeSupply’s automation and segmentation tools, brands can customize return experiences based on any of these attributes. For instance, a shopper who frequently buys activewear may be offered a new arrival from the same brand they love, or a size upgrade based on previous returns. Leveraging similar buying habits, you can recommend products that other customers with shared preferences have purchased, increasing the relevance of your suggestions.

When segmenting and personalizing offers, apply upselling techniques to upsell effectively. This includes using targeted messaging, relevant upgrades, and social proof to encourage higher-value purchases.

Post-return emails are another opportunity for personalized upsells. You can segment emails by product category, return reason, or purchase frequency. A message that says, “We noticed you returned your hiking boots here are some customer-favorite alternatives with better grip,” will resonate more than a generic promotion. Using an email marketing automation tool, you can automate post purchase upsells, delivering timely and personalized offers that encourage additional purchases after the initial sale.

Exclusivity also plays a role. Phrasing matters. Say “Just for you,” “Your next favorite,” or “Based on your feedback,” to make the upsell feel earned rather than marketed.

Upselling and Customer Segmentation

Personalization is at the heart of successful upselling, and customer segmentation is the key to unlocking it. By analyzing customer data such as purchase history, browsing behavior, and demographic details businesses can identify which segments are most likely to respond to specific upsell offers. For instance, loyal customers with a history of repeat purchases may be more open to upgrading to a premium version or exploring exclusive bundles, while new customers might be more interested in trying out complementary products that enhance their initial purchase.

Segmenting your audience allows you to tailor upsell offers to each group’s unique preferences and needs, increasing the likelihood of a positive response. This targeted approach not only drives higher average order value and boosts customer lifetime value, but also enhances customer satisfaction by ensuring that every recommendation feels relevant and timely. Additionally, segmentation can reveal cross selling opportunities and help you craft bundles that appeal to different customer profiles, maximizing both order value and the overall customer experience.

Measuring and Optimizing Upsell Results

To improve your return-based upsell strategy, track key performance indicators such as:

  • Conversion rate on upsell offers

  • Exchange vs. refund rate

  • Average order value post-return

  • Repeat purchase rate from return-initiated emails

  • Customer satisfaction scores (post-return)

Online stores can use these metrics to optimize their upsell strategies at various stages of the shopping journey, ensuring offers are tailored for maximum impact.

Reviewing this data helps you fine-tune both the offers and the moments they’re presented. You may find certain return reasons convert better with upsells, or specific price points that yield better results.

Additionally, analyze customer feedback. Do customers mention that they appreciated the suggested product? Are return rates on upsold items lower? These insights are essential for optimization.

A/B testing different headlines, product pairings, or discounts within the return portal can also reveal what drives better engagement. Continuously evolve your upsell strategy to align with shifting customer behaviors and product trends.

How WeSupply Helps You Measure and Optimize Upsell Results

Turning returns into upsell opportunities is only half the battle you also need to know what’s working, what’s not, and how to improve. That’s where WeSupply steps in. By combining returns analytics with customer satisfaction tracking, WeSupply helps ecommerce brands measure the true impact of their personalized upsell strategies and continuously optimize them for better performance.

Key Features That Drive Smarter Upselling Decisions:

  • Returns Analytics Dashboard
    Identify the most returned products, uncover the reasons behind returns, and spot serial returners to refine upsell targeting.
Evereve Greenworks Invicta using WeSupply warranty notifications

  • CSAT, NPS, and CES Tracking
    Measure customer satisfaction after each return or upsell interaction to ensure your strategy is adding value, not frustration.

Evereve Greenworks Invicta using WeSupply warranty notifications

  • Pinpoint Areas for Improvement
    Discover whether friction is caused by product issues, fulfillment delays, or the upsell experience itself so you can fix it fast.

With WeSupply, you get a full-circle view of how your return-based upsell strategies are performing and the insights you need to continually fine-tune them. Because in ecommerce, optimizing the experience is how you win customer trust and more sales.

Best Practices for Upselling Without Alienating Shoppers

Effective upselling enhances the customer experience. But poor execution can feel manipulative. Here are some best practices to strike the right balance:

  • Don’t push irrelevant items. Only suggest products that match the customer’s preferences or solve their problem.

  • Use social proof. Highlight reviews and ratings to build trust in the upsell.

  • Offer flexibility. Give the option to decline and proceed with the return as intended.

  • Highlight value. Show how the upsell improves the customer’s original intent—better fit, higher quality, or extended use.

  • Bundle smartly. Use curated bundles that complement the return, not just random products.

  • Encourage customers to spend money by offering value-added services or discounts. For example, send a follow-up email with a special deal or discount code to persuade hesitant buyers to complete their purchase.

Offering extended warranties or service plans during the upsell flow can also increase perceived value. For example, during a smartphone purchase return, recommend accessories like screen protectors or headphones to cross-sell complementary products and enhance the customer’s experience. Someone returning a tech product may be open to a similar item with an optional protection plan. Or, a customer returning a single piece of a set may respond well to a full bundle offer that includes replacements and add-ons.

When customers feel like your recommendations are helpful not just sales-driven they’re more likely to respond positively. Done right, upselling becomes a form of customer care.

Common Mistakes to Avoid

While upselling can be a powerful revenue driver, there are several common mistakes that can undermine its effectiveness and harm customer relationships. One major pitfall is using pushy sales tactics, such as bombarding customers with limited time discounts or aggressive messaging, which can erode trust and diminish customer satisfaction. Another frequent error is failing to personalize upsell offers generic recommendations often feel irrelevant and are easily ignored.

It’s also important to avoid introducing upsell offers too early in the customer journey, as this can overwhelm or frustrate shoppers before they’ve even completed their initial purchase. Instead, focus on providing value by offering relevant, well-timed suggestions that genuinely address the customer’s needs or enhance their experience. By steering clear of these mistakes and prioritizing customer satisfaction, you can build stronger customer relationships, increase the chances of successful upselling, and create a more positive, trust-based shopping environment.

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.

Book a call

Predictive pre-purchase estimated delivery dates

Book a quick call with our experts to see how WeSupply can help you set the appropriate expectations from the start and boost your conversion along the way.

Book a call

Conclusion: A Smarter, More Profitable Return Experience

Returns don’t have to mean lost revenue they can be a high-impact moment for building loyalty and boosting sales.

With WeSupply, every return becomes an opportunity to engage customers with personalized upsell offers powered by real-time return data, browsing history, and behavioral insights. From premium exchanges and smart product bundles to targeted discounts and AI-driven product recommendations via Nosto and Justuno, WeSupply empowers you to deliver relevant, timely suggestions right within the return flow.

Automated email and SMS follow-ups extend the upsell opportunity, while segmentation tools let you tailor offers by return reason, location, and customer type. Plus, with detailed returns analytics, BigQuery support, and post-return CSAT and NPS tracking, you can measure, test, and continuously optimize every touchpoint.

Instead of treating returns as the end of the customer journey, WeSupply helps you turn them into a new beginning one that increases average order value, drives repeat purchases, and turns returns into long-term revenue.

Frequently Asked Questions

1. How can you upsell during the ecommerce return process?
You can upsell during returns by offering premium exchanges, product bundles, or personalized alternatives based on return reasons, past purchases, and browsing behavior—all while the customer is still engaged in the return journey.

2. What are personalized offers in the return flow?
Personalized offers are tailored product suggestions—like upgrades or complementary items—based on customer behavior, return reasons, or preferences, shown during or after a return to encourage additional purchases and enhance the shopping experience.

3. Why is the return process a good time to upsell?
During a return, customers are already interacting with your brand. It’s a perfect time to offer relevant alternatives, upgrades, or bundles that solve their issue, turning a refund into a new sale opportunity.

4. How does WeSupply help personalize upsells during returns?
WeSupply uses real-time return data, browsing history, and behavior tracking to present personalized upsell and cross-sell offers directly within the return flow, boosting relevance and conversion rates.

5. Can WeSupply automate upsell offers in emails or SMS?
Yes! WeSupply automates personalized post-return emails and SMS with product swaps, bundles, or exclusive deals, helping recover lost revenue and drive repeat purchases effortlessly.

6. What integrations does WeSupply offer for upselling?
WeSupply integrates with Nosto and Justuno to display AI-powered product recommendations and promotions across return pages, branded tracking screens, and notifications, no developer required.

7. Does WeSupply have an Official Shopify App?
Yes. WeSupply has an Official Shopify App. You can download it and start integrating with your Shopify Store.

8. Does WeSupply have an official Magento extension?
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

9. Does WeSupply have an official BigCommerce App?
Yes, WeSupply has an official BigCommerce App. You can integrate WeSupply with your BigCommerce store to improve your post-purchase customer experience.

Keep your customers engaged during the delivery experience

Show me how
WeSupply Post Purchase Emails
WeSupply Post Purchase Emails

Keep your customers engaged during the delivery experience

Show me how
Jump Ahead!

In this article you'll learn:

Learn How To Create Successful Post Purchase Email Campaigns

Build an effective post-purchase email flow that helps you increase customer satisfaction and drive revenue growth!

Download guide

Related articles

WeSupply Logo White No Safespace

Effortless Customer Experience that drives sales and improves customer loyalty.

Linkedin Twitter Facebook Youtube Vimeo
footer badges

Solutions

Order Tracking

Branded Tracking Page

Delivery Notifications

Estimated Delivery Dates

Self Service Returns

In-Store & Curbside Pickup

Post-Purchase Analytics

Store Locator

Product

Platform Demo

Integrations

Carriers

Partners

Support

Product Updates

FAQ

API Docs

Release Notes

Resources

Request a FREE Website Review

Case Studies

Blog

Brand Assets

Big Retailer CX Research

Post-Purchase App Reviews

Narvar vs WeSupply

Aftership vs WeSupply

Post Purchase ROI Calculator

Pre-built Return Policies

Blog

Klaviyo Integration

Order Confirmation Emails

We Partner with EasyPost

Zapier Integration

Magento Order Tracking

Company

About us

We're hiring

Terms of Services

Privacy Policy

GDPR & CCPA

Security

System Status