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Unlock Customer Insights: Mastering the Returns Process

customer insights returns ecommerce

Did you know that there’s a hidden goldmine in your ecommerce returns data? By analyzing the reasons behind product returns, you can unlock valuable customer insights returns ecommerce to optimize your online store, reduce return rates, and ultimately enhance customer satisfaction. Let’s explore the potential of returns data and how you can use it to revolutionize your ecommerce business.

Key Takeaways

  • Leverage returns data to gain valuable insights and create growth opportunities.

  • Analyze customer return reasons to understand preferences and meet expectations.

  • Use returns data to optimize operations, enhance customer experience, and foster loyalty for increased sales.

  • WeSupply’s advanced analytics and comprehensive suite streamline returns, enhance customer experience, and boost loyalty in ecommerce.

Introduction: The Unseen Value in Ecommerce Returns

Returns are an unavoidable aspect of ecommerce. On average, 18% to 30% of online purchases are returned globally, affecting the bottom line of online retailers. However, ecommerce returns also hold untapped potential to positively impact your business. Strategic management and analysis of returns data allows businesses to foster customer loyalty, enhance product quality, and streamline operations, effectively converting returns into growth opportunities.

Overview of the potential insights and opportunities hidden within returns data in ecommerce.

While physical stores experience an 8-10% return rate, online store businesses encounter a significantly higher rate of 18%. Despite the higher return rate, ecommerce businesses can capitalize on returns data to fuel growth and improve customer satisfaction. Analysis of returns data helps businesses identify patterns in customer preferences, enhance products, and improve operational workflows.

Comprehending common return reasons and customer preferences equips ecommerce businesses to curate a personalized shopping experience, resulting in heightened customer satisfaction and loyalty.

Unlocking the Value of Ecommerce Returns Data

Before harnessing the immense potential of ecommerce returns data, it’s necessary to initiate the collection and analysis process. This data can provide invaluable insights into customer behavior, opening up new sales opportunities and enabling informed decisions. Analysis of returns data facilitates enhancement of customer experience, discovery of trends, and identification of areas for improvement.

Discussing the strategic significance of analyzing returns data for business growth and customer satisfaction.

Analyzing returns data is a powerful tool for ecommerce businesses to:

  • Gain valuable insights into customer preferences

  • Improve products

  • Streamline operational workflows

  • Make data-driven decisions to enhance overall operations and drive growth

In addition to fueling growth, returns data can also help businesses understand customer expectations and improve the overall customer journey, from product selection to post-purchase satisfaction.

Leveraging returns data enables businesses to:

  • Optimize product presentation

  • Simplify the returns process

  • Personalize the customer experience

  • Convert returns into growth opportunities

Ultimately, effectively managing and analyzing returns data is crucial to enhancing customer satisfaction and fostering brand loyalty in the competitive ecommerce landscape.

WeSupply: Elevating Ecommerce with Advanced Post-Purchase Analytics

WeSupply revolutionizes ecommerce by offering in-depth returns analytics. Our platform enables businesses to understand customer return patterns, identify the most returned products, and gain insights into why these returns happen. This crucial information helps in reducing return rates and improving product offerings.

Key features include SKU level analysis to pinpoint return reasons, such as color, quality, and size, aiding in process optimization and policy refinement. WeSupply’s approach to data-driven decision making is central to improving post-purchase customer experience, equipped with tools to track CSAT and NPS.

In the dynamic world of retail, WeSupply provides the insights needed to understand and rectify challenges, turning potential issues into opportunities for growth and customer satisfaction. Discover the future of ecommerce – Book a Demo with WeSupply today and take the first step towards unparalleled customer satisfaction!

Identifying Patterns in Return Reasons and Understanding Customer Preferences

Analyzing return reasons can offer invaluable insights into customer preferences, enabling businesses to gain a deeper understanding of their customers and tailor their product offerings to fit their needs. Identification of patterns in return reasons assists in better understanding customer expectations and curating a shopping experience that satisfies their needs.

Analyzing common return reasons and how they reflect customer preferences and expectations.

Common reasons for ecommerce returns include:

  • Unmet expectations

  • Damaged or defective products

  • Incorrect fit

  • Wrong item received

  • Product not meeting its online description in a positive way

Analyzing these reasons can help businesses uncover customer preferences and expectations, allowing them to make improvements to their products and services based on customer feedback.

For example, if a high percentage of returns are due to incorrect fit, businesses can take the following steps to address this issue:

  1. Refine their sizing charts to provide more accurate measurements.

  2. Provide detailed product descriptions that include information on fit and sizing.

  3. Offer size guides or measurement instructions to help customers choose the right size.

By addressing common return reasons like incorrect fit, businesses can cater more effectively to customer expectations and preferences. This can lead to a reduction in return rates and an enhancement in customer satisfaction.

WeSupply’s Return Analytics offers a comprehensive solution for ecommerce businesses to uncover the underlying patterns in return reasons and effectively understand customer preferences. By integrating data-driven insights into operational processes, this tool helps in reducing return-related customer calls and efficiently managing daily return volumes. It goes beyond basic analytics, offering real-time shipping and status analysis, understanding returns by region, and evaluating the financial impacts. This enables businesses to adapt their return policies, product mix, and even enhance customer lifetime value by aligning with customer needs and expectations, ultimately leading to more effective long-term strategies and improved profit margins.

Strategies for Collecting and Analyzing Returns Data

Businesses can adopt manual methods or utilize returns management systems to effectively collect and analyze returns data. The collection of this data provides businesses with valuable insights into customer behavior and preferences, empowering them to make informed decisions and foster growth.

Outlining effective methods for gathering and interpreting returns data to unlock valuable insights.

Manual methods, such as tracking returns through spreadsheets, can be effective in gathering and analyzing returns data. However, using a returns management system can streamline the process, providing a centralized platform for managing returns and offering valuable insights into customer behavior and preferences.

Some fantastic tools that can be used to gather and interpret returns data in ecommerce include:

By leveraging these tools and analyzing returns data, businesses can identify patterns and trends that enable them to make informed decisions about product selection, design, and marketing strategies, ultimately leading to an excellent customer experience and increased customer satisfaction.

Enhancing the Customer Journey with Returns Insights

Utilization of returns data enables businesses to make enhancements to the entire customer journey, from product selection to post-purchase satisfaction. Analyzing returns data allows businesses to uncover trends and insights that can enhance the online shopping journey and identify opportunities for improvement.

How returns data can be used to improve the overall customer journey, from product selection to post-purchase satisfaction.

Returns data can be leveraged to enhance the overall customer journey by providing valuable insights into customer preferences and expectations. For example, businesses can:

  • Refine product descriptions based on common return reasons

  • Streamline the returns process to improve efficiency

  • Create a more personalized and engaging shopping experience based on customer feedback

By utilizing returns data, businesses can make informed decisions to optimize their business operations and improve customer satisfaction.

Furthermore, businesses can use returns data to:

  • Motivate exchanges over refunds, consequently sustaining customer relationships and revenue

  • Continuously analyze returns data and make improvements based on these insights

  • Ensure a seamless and satisfying customer journey, from product selection to post-purchase satisfaction.

WeSupply: Revolutionizing the Post-Purchase Experience Beyond Return Analytics

WeSupply goes beyond just analyzing returns data; it’s a comprehensive solution enhancing the entire post-purchase journey. With features like Self-Service eCommerce Returns Center and Instant Credit options, it incentivizes exchanges over refunds, positively impacting the average eCommerce return rate and boosting order values.

  • Instant Credit Rewards: Customers choosing instant store credit over refunds are rewarded, encouraging them to revisit the product catalog even after initiating a return.

  • Self-Service Returns: The platform offers flexible return rules catering to various scenarios, making the returns process more user-friendly.

  • QR Code Return Labels: Simplifying returns with autogenerated QR codes, eliminating the need for printing and easing the process for customers.

  • Returns Tracking and Proactive Notifications: Customers can effortlessly track their returns and stay updated with proactive email and SMS notifications, enhancing their post-purchase experience.

  • Intelligent Dispositions: Streamline ecommerce returns by smartly directing products to optimal locations, improving efficiency and customer satisfaction.

  • Sustainable & Printerless Returns via QR code: Printerless Returns offer a convenient, eco-friendly return process by allowing customers to use QR codes instead of printed labels.

These features collectively ensure a seamless and satisfying customer journey, from product selection to the post-purchase phase, driving customer satisfaction and loyalty. Experience the future of post-purchase satisfaction – Book a Demo today and transform your customer’s journey!

Optimizing Product Presentation and Streamlining the Returns Process

To further enhance customer satisfaction, businesses can use returns data to optimize product presentation and streamline the returns process. Refinement of product descriptions and simplification of the returns experience for customers allows businesses to boost customer satisfaction and loyalty.

Strategies for using returns data to refine product descriptions and simplify the returns process for customers.

Analyzing customer feedback and return reasons can help businesses identify areas for improvement in their accurate product descriptions. By providing clear and detailed product descriptions, businesses can help set accurate expectations and prevent misunderstandings, leading to improved customer satisfaction.

Additionally, businesses can optimize the returns process by:

  • Offering clear and comprehensive return policies

  • Providing multiple return options

  • Leveraging returns data to enhance product descriptions and better comprehend customer preferences

By streamlining the returns process and simplifying the time and resources needed to process returns, businesses can enhance customer satisfaction and loyalty.

WeSupply’s Advanced Return Policy Management significantly streamlines and reduces the cost of return processes. With smart routing, automated diverse policies, and custom policy options, it offers flexibility in handling returns from different regions and product types. WeSupply also facilitates easy dropshipping returns, in-store return integration, and promotes green practices with eco-friendly options. This comprehensive system simplifies returns, saving time and resources, while boosting customer satisfaction and loyalty.

Personalizing Customer Experience Based on Returns Data

Utilization of returns data for personalizing the customer experience can result in enhanced customer satisfaction and loyalty. Understanding customer expectations and preferences empowers businesses to create a tailored shopping experience that caters to their needs and surpasses their expectations.

Leveraging returns data for creating a more personalized and engaging shopping experience.

By leveraging returns data, businesses can:

  • Provide personalized product recommendations based on previous returns

  • Offer personalized discounts or promotions

  • Address common issues that lead to returns

This tailored approach to customer service, prioritizing customer satisfaction, can significantly improve customer satisfaction and increase the likelihood of repeat purchases, as well as attracting potential customers.

Moreover, personalized communications can prompt customer consideration and lead to increased revenue. Research shows that personalization efforts often result in a 10 to 15% increase in revenue. By utilizing returns data to personalize the customer experience, businesses can foster deeper customer relationships and strengthen brand loyalty.

WeSupply: Tailoring the Post-Purchase Experience for Every Customer

In today’s dynamic ecommerce landscape, WeSupply stands out with its innovative suite of solutions designed to enhance and personalize the customer journey.

  • Centralized order management for consistent customer engagement.

  • Eliminates the need for third-party tracking sites, offering a unified brand experience.

  • Fully customizable designs, allowing for brand logo, color, and styling integration.

  • Enhances the shopping experience with product recommendations and brand storytelling.

  • Creates a seamless, branded omnichannel returns experience.

  • Offers fully customizable tracking pages, emails, and SMS notifications.

  • Features intuitive, no-code customization to match your brand identity.

  • Intelligent return rules streamline the post-purchase experience.

  • Proactive return notifications via email and SMS with high engagement rates.

  • Personalized offers in post-purchase communications to encourage repeat business.

  • Reduces the need for follow-up calls, improving customer satisfaction and efficiency.

Each of these solutions is designed to significantly enhance the customer journey post-purchase, fostering greater brand loyalty and satisfaction.

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.

Transforming Returns into Growth Opportunities: Encouraging Exchanges Over Refunds

Encouraging exchanges over refunds can transform returns into growth opportunities. By offering customers the option to exchange a product instead of receiving a refund, ecommerce stores can retain revenue and maintain the customer relationship.

Tactics for converting returns into opportunities for exchanges, thereby maintaining customer relationships and revenue.

By offering the following options, businesses can effectively convert returns into exchange opportunities:

  • Free shipping on exchanges

  • Providing store credit or exchanges as options

  • Promoting exchanges instead of returns

  • Encouraging customers to exchange products rather than return them for a refund.

Exchanges can greatly benefit revenue retention in ecommerce by providing a great alternative to refunds. Convenient and effortless exchanges can create customer loyalty and trust, resulting in repeat purchases and increased revenue. By implementing strategies that encourage exchanges over refunds, businesses can maintain valuable customer relationships and boost their bottom line.

WeSupply innovatively converts product returns into exchanges, encouraging customers to choose other items or higher-valued products. This approach incentivizes exchanges by rewarding customers with instant store credit, leading to increased order values and fostering customer loyalty. Additionally, WeSupply offers streamlined options for refunds as store credits, gift cards, or coupon codes, enhancing the overall shopping experience and encouraging repeat business. With WeSupply, returns become a strategic tool for boosting customer satisfaction and sales.

Incentivize exchanges over returns

Book a quick call with our experts to see how WeSupply can help you save sales through exchanges and boost the average order value using instant store credit.

Improving Operational Efficiency and Fostering Brand Loyalty

Employing returns data can significantly enhance operational efficiency and cultivate brand loyalty among customers. By analyzing returns data, businesses can optimize their operations, streamline their supply chain, and improve customer satisfaction.

Utilizing returns data to enhance operational processes and build stronger brand loyalty among customers.

Returns data can be utilized to enhance operational processes by:

  • Recognizing patterns and preferences

  • Identifying frequent compliments or opportunities for improvement with products

  • Making informed decisions for product enhancement

Continuous analysis of returns data and subsequent refinement of product offerings ensures alignment with customer preferences and expectations, ultimately enhancing customer satisfaction and loyalty.

In addition to enhancing product quality, returns data can also help businesses in the following ways:

  • Streamline their supply chain

  • Reduce costs

  • Optimize inventory management based on return patterns and customer preferences

  • Minimize disruptions

  • Enhance operational performance.

Case Studies and Real-World Applications: Learning from Returns Data

In the face of rising online returns, especially during the COVID-19 pandemic, EVEREVE, a fashion retailer with a significant online presence, faced challenges with their manual returns process. This included lack of visibility, high customer service load, and inefficiencies leading to increased costs. By implementing WeSupply’s integrated solutions, EVEREVE automated their returns process, embracing a proactive, self-service approach. This shift not only streamlined operations but also enhanced customer experience, leading to cost savings, improved return management, and increased customer satisfaction. The integration of WeSupply’s technology provided a unified platform for order tracking, notifications, and simplified return procedures, significantly boosting operational efficiency and reducing the burden on customer service teams.

Discover more about this transformation in the full case study of EVEREVE’s journey with WeSupply.

Conclusion: Turning Returns into a Competitive Advantage

Effective management and analysis of returns data can morph returns into a powerful competitive advantage, propelling the success of an ecommerce business. By leveraging returns data, businesses can unlock valuable insights into customer behavior, preferences, and trends, ultimately leading to improved customer satisfaction, increased sales, and long-term customer loyalty.

Summarizing how effectively managing and analyzing returns data can transform returns into an advantage

In conclusion, effectively managing and analyzing returns data can empower businesses to:

  • Enhance product quality

  • Streamline operations

  • Optimize inventory management

  • Create tailored customer experiences.

By continuously analyzing and refining their strategies based on returns data, businesses can turn returns into a strategic advantage, boost customer satisfaction, and drive growth in the competitive e commerce landscape.


Throughout this blog post, we’ve explored the immense potential of ecommerce returns data and how businesses can leverage it to optimize their online stores, reduce return rates, and enhance customer satisfaction. By effectively managing and analyzing returns data, ecommerce businesses can unlock valuable insights, streamline operations, and foster long-lasting customer loyalty. Remember, the key to turning returns into a competitive advantage lies in understanding customer preferences, making data-driven decisions, and continuously refining your strategies based on returns data.

WeSupply transforms ecommerce with advanced returns analytics, enabling businesses to understand customer behaviors and reduce return rates. Its suite of solutions includes SKU level analysis, real-time shipping updates, and customizable return policies. With features like Branded Tracking Pages and proactive notifications, WeSupply enhances the post-purchase experience, incentivizes exchanges over refunds, and streamlines the returns process. This comprehensive approach not only improves product offerings but also boosts customer satisfaction and loyalty.

Frequently Asked Questions

What is a good customer return rate for ecommerce?

Having a return rate of 25-30% is ideal for ecommerce businesses, with VP of Growth at Facebook, Alex Schultz, asserting that you can achieve success if 20-30% of customers return monthly.

How can analyzing returns data help businesses improve their products?

Analyzing returns data can provide insights into why customers are returning products, allowing businesses to identify areas for improvement and make decisions to enhance the quality of their products.

What are the advantages of promoting exchanges instead of returns?

Promoting exchanges instead of returns helps retailers increase revenue, build better relationships with customers, and create a more satisfying customer experience.

How does WeSupply handle returns analytics?

WeSupply offers advanced returns analytics, including SKU level analysis and real-time shipping updates, to help businesses understand customer return patterns and effectively reduce return rates.

What features does WeSupply offer to enhance the post-purchase experience?

WeSupply features Branded Tracking Pages, customizable return policies, proactive email and SMS notifications, and incentivizes exchanges over refunds, all aimed at enhancing the post-purchase experience.

What makes WeSupply unique in handling ecommerce returns?

WeSupply’s unique approach lies in its combination of data-driven analytics, customer-centric features, and customizable solutions that transform returns from a challenge into an opportunity for growth and customer engagement.

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