If you sell online, you will inevitably be rewarded. While many online sellers see international sales as a one-way ticket to business growth, few seem to think about international returns.
While cross-border trade is a key focus for online retailers looking to expand sales, it also faces challenges. Specifically, one of the main reasons small and midsize companies shy away from international sales is the fear of returns.
That said, the process is getting easier as governments and postal service operators work together to optimize cross-border e-commerce deliveries and returns.
Take care of taxes and duties
One of the biggest challenges mentioned by small businesses when dealing with international returns is managing taxes and duties. This is because different countries—even states, provinces, republics, and territories—have unique tax laws. Failure to properly calculate taxes can result in delayed shipments, or worse, forfeitures.
In some cases, taxation can be a simple process. For example, there are no taxes or duties on items under $40 shipped from the U.S. to Canada. Others may be more complex and the tools available are invaluable for estimating these potential costs.
Why are products being returned?
A lower rate of return means more profit and more satisfied customers. That's why it's important to find out why a product was returned. Here are some common reasons:
- Customer receives wrong product or wrong size
- Product does not match product description
- Damage to the customer when the order arrives
Of course, the reasons may vary depending on what you sell, your industry, and many other factors.
5 Tips for Handling International Returns
1. Let your customers choose how to return
The first and easiest option for you is to leave the return method to your customers. The only thing that is fixed is the address your client has to send to (that is, your address).
Your customers choose which carrier to ship with and which delivery point to ship the package to. However, this is the least customer friendly solution, so it may cost you switching costs in international online stores.
The advantage is that once you receive the product, you can evaluate it yourself and add it back to your inventory faster.
As an online retailer, you are not reimbursed for returns.
However, if the customer returns their entire order (within the EU), you will have to reimburse the outbound shipping. In addition to that, you can choose whether to let your customers pay for returns. You can make this return method more customer-friendly.
But how?
Extend the return period. Your customers will then become attached to the product or care less about it. This also reduces the chance of returns.
2. Arrangements with International Carriers
If you're shipping a lot, including returns, you can make a lot of deals with international carriers.
A good example is fashion chain Zalando, which has a partnership with DHL for both shipping and returns. By making a custom arrangement with a carrier, you can often not only discuss lower rates, but also get more services from the carrier, such as pickups and returns.
Furthermore, with Sendcloud you can offer multiple shipping methods and optimal integration with local and international carriers. In this way, you can provide a more efficient and budget-friendly return process.
3. Subtly offset return costs for your customers
Our research shows that 74% of European consumers would not reorder from an online store if they had to pay for the return themselves. 77% agree that free returns are more convincing to order from online stores more frequently.
However, if you don't want to incur the return costs yourself but still want some form of service, you have another option. You can add a return label to your order and deduct the return fee from your order refund. This method is allowed since you do not need to be reimbursed for returns.
This is great for customers because they don't have to pay immediately when they return the package. This eases the pain of returns, especially the cost of returns.
More importantly, it makes returns a little easier. 37% of European consumers say they would reorder from an online store if they were offered a quick and easy return process.
So it's also in your favor: your customers will come back to you faster thanks to your easy return policy.
4. Outsource international returns to a local party
Have you ever thought about processing returns through your local party? By doing this, you allow customers to return their products to the party you are working with in the country of sale.
This party specialises in handling consignment/returns and therefore ensures that processes, including administration, run as efficiently as possible.
When there are many packages, the parties can return to your warehouse in large quantities, which is cost-effective. Working in this way also allows you to pay back your customers faster, as the product can be received and evaluated faster locally.
This option is relatively expensive because you are doing external collaboration. However, if you receive a lot of returns (like fashion), it can help you save as much as possible.
Create clear protocols and ensure good connections between your online store, inventory and external parties. When you receive a return notification for a product, you can immediately refund the customer or ship a new product, even before your warehouse receives the order.
5. Easily process returns for you and your customers
Would you rather take your online store's returns process into your own hands?
Then use smart solutions to process returns more efficiently. With the Sendcloud returns portal, you can provide your customers with a simple and smooth returns process.
You can offer other refund options and let your customers decide how to return them using flexible returns.
