Did you know that 15-40% of online purchases are processed for returns?
While order returns are never welcoming for brands looking to scale internationally, they also come with hassles that are bad for your business in the long run. But this doesn’t mean returns should stop your business from taking the reins on the international map.
In this blog, let’s navigate through why returns occur in the first place. We will also look into how you can manage returns and strategies you can include.
Why Do Returns Occur On International Orders?
Here are a few common reasons why international orders are returned:
Description Mismatch
Product descriptions are a key player in determining your orders and order returns. Let’s see how.
When customers receive a product that doesn’t match the description given on your website, it’s no surprise that returns follow. Most buyers rely heavily on product descriptions when making a purchase, and if what they receive is different, they’re likely to reject it right away. When there’s a significant gap between how a product is presented and its actual look or function, customers often feel disappointed and misled, leading to returns.
Package Shipped To Wrong Destinations
International order returns frequently occur when tracking updates are unclear or when there are labelling errors. Imagine a package being sent to the wrong country or city because the label was incorrect or the tracking information wasn’t updated correctly. These mistakes can cause significant delays, making customers wait much longer for their orders. This affects the customer’s experience and creates additional challenges for sellers, who then have to handle the returns and manage any associated costs.
Customer No Longer Needs Product
One reason why international orders are returned is that customers may no longer need the product by the time it arrives. This can happen for various reasons, such as finding an alternative solution, changing personal circumstances, or simply shifting preferences. Even though the product might be exactly as described, the customer’s situation or priorities may have changed during the longer shipping time, leading them to return the item.
Defective Or Damaged Product
No one wants a defective or damaged product in their homes. This is why if a new order is delivered in damaged condition, the customer is bound to return it and ask for a refund. Sometimes, products get damaged during transit or leave the warehouse in poor condition. In such cases, sellers must issue a refund since customers deserve to receive their items in perfect condition. To minimise this risk, inspecting products and packing them securely are essential.
If you consistently receive feedback about customers receiving damaged items, it could be a sign that the packaging isn’t providing adequate protection. Frequent damage suggests that your shipping partner isn’t meeting the required standards and may need reconsidering.
Your Product Arrived Too Late
Some orders are time-sensitive, and if you take too long to ship or if there’s a delivery delay, your customer might no longer need the product. While some delays are unavoidable, shipping orders promptly and choosing reliable carriers is crucial. If a delay happens, inform your customer immediately and provide them with tracking information. Clear communication and transparency can help you avoid disputes and work towards a positive solution.
Your Customer Experienced Buyer’s Remorse
Sometimes, a customer might make an impulsive purchase and regret it, leading to a return without a solid reason. While asking for a reason to protect your revenue might seem logical, this approach can cause more harm than good. If your customer can’t return an item, they might file a chargeback, even if it’s not justified. It’s often better to accept the return to avoid potential disputes.
The Product Didn’t Meet Their Expectations
Sometimes, your product doesn’t quite meet the customer’s expectations, even though you didn’t make any false promises. Customers may have their assumptions about how a product will perform or look. This is especially common with fashion items, where images can’t always show how the item will look to the customer. Offering a refund in these cases can prevent chargebacks and help you maintain customer loyalty.
They Found a Better Price Elsewhere
If your customer discovers a lower price for the same product after purchasing from you, they might regret the purchase. They could be tempted to file a chargeback without the option to return the item, even if it’s not justified. To prevent this, consider offering a price-matching guarantee, which can help keep your customers satisfied and loyal.
The Purchase Was Fraudulent
Unfortunately, returns can sometimes be linked to fraudulent activities, like when someone uses a stolen credit card to make a purchase and returns the item for cash. To protect your business, it’s best to offer refunds only using the original payment method or as in-store credit. Using anti-fraud tools, such as multi-factor authentication, can help you block transactions from stolen cards and reduce the risk of fraud altogether.
How To Minimise International Returns?
Here are a few tips you can consider to minimise international returns:
Ensure Punctual Deliveries
Over half of international packages are returned due to delivery delays. Actual deliveries are often quite far from the estimated delivery time, and customers no longer require the product by the time it arrives. Thus, it is essential to ensure that products are picked up and shipped on time.
Quality Check & Secure Packaging
To cut down on international returns, focus on preventing damaged or defective products. Start by improving your quality control checks to catch and fix any issues before shipping. Invest in strong, protective packaging, especially for fragile or oddly shaped items. This helps keep your products safe during transit. Be careful with delicate items or putting multiple items in one box. Always perform a thorough quality check to ensure everything is in excellent condition and packed securely.
Detailed Product Description
Providing precise and detailed product information on your website is crucial to reducing international returns. Customers purchase based on these details, so accuracy is critical, especially for technical products. A frequent reason for returns is when the product does not meet customer expectations. You can minimise this issue by offering thorough and honest descriptions of your products. Include high-quality images that genuinely represent the item. Avoid using only manufacturer-provided images, as they may not accurately reflect the product.
Customers Reviews
Customer reviews help reduce order returns. You can identify and fix common issues by reviewing customer feedbacks about their delivery experience. This improves your shipping process and product quality, leading to fewer complaints and higher customer satisfaction. Understanding and addressing these concerns helps you avoid similar problems with future orders, making your international shipping smoother and more reliable.
Use Interactive Size Guides
Add interactive size guides to your online store to cut down on returns due to sizing issues. This tool helps customers choose the right size by providing detailed measurements. Encourage them to leave feedback about sizing and show this information to future buyers. Thus, customers can make better choices, which reduces returns from sizing mistakes.
Enhance Quality Control and Packaging
Damaged or defective products cause many returns. Improve your quality control process to identify these issues before shipping. Use strong and protective packaging for delicate or oddly-shaped items. This prevents damage during shipping and reduces returns.
Optimise Order Fulfillment and Shipping
Late deliveries can lead to returns. Streamline your order fulfillment process and work with reliable shipping carriers to ensure timely deliveries. Keep your customers informed with tracking updates and be transparent about any delays. Managing customer expectations reduces the likelihood of returns due to late shipments.
Offer Price-Matching Guarantees
If customers find lower prices elsewhere, they might return their purchases. To address this, consider offering a price-matching guarantee. This shows that you are committed to providing competitive prices and encourages customers to buy confidently, which can help reduce returns caused by price differences.
Implement Anti-Fraud Measures
Protect your business from fraudulent returns by using strong security measures. Implement tools to detect and block transactions with stolen credit cards. Ensure your refund policy allows refunds only to the original payment method or offers store credit for card purchases. This helps prevent fraudulent returns and protects your business.
Best Practices To Handle International Order Returns
Order returns are inevitable, no matter how efficiently you deliver the products to your customer’s doorstep. But with some practices in place, you can ensure minimal order returns.
List Types Of Returns Allowed
Your international return policy should be straightforward and easy to understand. It is necessary to clearly mention if the items are returnable or not., Products such as perishable goods or personal hygiene products cannot be returned. It is best to mention these on the order page, and for the rest of the returnable items, there should be a specific return period (such as within 7 days of purchase, etc).
Include details on the time frame for processing international returns and establish a return window for different item categories. Consider the return rules for each country you ship to. Customs regulations and fees can vary widely, affecting the duration and cost of returns. Also, allow extra time for international returns, especially during holidays in either country. Adjust the return time frame accordingly.
Leverage Third-Party Logistics Partners to Save Costs
Partner with third-party logistics providers to streamline your return process. These experts manage returns directly in the destination country and consolidate them before sending them back to you. This approach can significantly cut down on your transportation expenses. These partners might help you resell some returned items quickly, further reducing costs. Services like Global-e can assist eCommerce businesses in handling international returns efficiently.
Generate International Return Labels
Handling returns for international orders can be complex, but you can make it easier using shipping carriers that provide international return labels. This allows you to create return labels for your customers automatically. Setting up an automated system saves time and reduces the risk of errors. An automated system ensures that the return labels are generated quickly and accurately, which helps streamline the returns process. This approach improves efficiency and enhances the overall experience for international customers by making the returns process more straightforward and hassle-free.
Make Consumer Surveys
Collecting data and customer feedback on why your items were returned can help you address the loopholes in order delivery that are the causes of order returns. This information helps identify issues in your order delivery process, such as problems with the product quality, presentation, description, or shipping method. Analysing this feedback allows you to make necessary improvements to prevent future returns. Addressing these issues enhances the overall customer experience and reduces the likelihood of returns, making your international shipping process more effective.
Creating A Detailed Returns Policy
Your returns policy helps handle returns on international package shipping. Create the returns policy in simple language and use legal terms only when necessary. Customers will place return orders according to the regulations outlined in the policy. If the customer misses the returns policy on the order website, you can also include it in the invoice and the packaging.
Effortlessly Manage Returns with ShiprocketX for International Shipping
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Conclusion: Efficient Deliveries For Minimal Returns
Managing returns in international shipping can be straightforward with the right approach. You can minimise complications by understanding the common reasons for returns and implementing clear policies. Ensure that your return procedures are easy to follow and communicate them clearly to your customers. Use tracking systems to monitor returns efficiently. This will help you handle returns effectively, keeping your international shipping process smooth and professional. The best way to combat return shipment is to ensure an efficient delivery process that includes accurate product description, product quality check, secure packaging, correct ETAs, and instant customer support.
