5 Top Tips for Businesses to Reduce Returns

Returns are part of retail, but not every return is inevitable. The best place to start is by looking carefully at what is coming back and why customers are sending it back.

1. Follow the data

Look at the products, SKUs and categories that attract the most returns. If one product keeps coming back, there may be a repeated issue with quality, sizing, imagery, product information or fulfilment.

You may find that an image does not accurately show the item, a description is missing an important measurement, or a particular SKU needs extra checks before dispatch.

2. Review your carriers

Many fragile or bulky items are less likely to be damaged when they are handled less. If a product type keeps arriving back damaged, it may be worth reviewing whether the right carrier is being used for that stock.

3. Help customers check whether it will fit

Larger items may be the right size for the room, but not for the route into the room. Before buying or dispatch, remind customers to check doorways, stairs, lifts and internal access.

4. Consider doorstep discounts

If there is a small issue, can you offer the customer a fair discount to keep the item? You may be surprised how often the answer is yes, especially where the fault is cosmetic or easily worked around.

5. Review the packaging

Goods are often dispatched on the assumption that the packaging is fit for purpose. Review packaging performance with your carriers and brief their teams on how best to handle goods that need extra care.