{"id":9499,"date":"2025-12-01T09:55:00","date_gmt":"2025-12-01T09:55:00","guid":{"rendered":"https:\/\/ilg-lin.gotest.it\/us-en\/?p=9499"},"modified":"2026-01-22T10:22:51","modified_gmt":"2026-01-22T10:22:51","slug":"how-to-effectively-navigate-ecommerce-returns","status":"publish","type":"post","link":"https:\/\/www.international-logistics-group.com\/us-en\/insights\/how-to-effectively-navigate-ecommerce-returns-9499\/","title":{"rendered":"How to Effectively Navigate E-Commerce Returns"},"content":{"rendered":"\n<div class=\"wp-block-group alignfull has-white-ter-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<div class=\"wp-block-cover is-light has-custom-content-position is-position-top-left alignfull p-0 image-50 image-right\" style=\"min-height:580px;aspect-ratio:unset;\"><img decoding=\"async\" width=\"1000\" height=\"667\" class=\"wp-block-cover__image-background wp-image-9529\" alt=\"Man scanning label in ILG warehouse\" src=\"https:\/\/www.international-logistics-group.com\/us-en\/wp-content\/uploads\/sites\/5\/2023\/01\/ILG_EastGrinstead1633-e1675157496154.jpg\" style=\"object-position:33% 47%\" data-object-fit=\"cover\" data-object-position=\"33% 47%\" \/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim-0 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column pr-6 is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:55%\">\n<div class=\"post-banner-content\">\n    <p class=\"post-banner-content__author\"><a href=\"https:\/\/www.international-logistics-group.com\/us-en\/insights\/author\/sclifford\/\" class=\"author__avatar\" rel=\"author\"><img alt='ILG Author Simon Clifford' src='https:\/\/secure.gravatar.com\/avatar\/256b12dfc78709ec3711a30ba8087541c3291845305422452dfe82c6f3c07c6e?s=32&#038;d=mm&#038;r=g' srcset='https:\/\/secure.gravatar.com\/avatar\/256b12dfc78709ec3711a30ba8087541c3291845305422452dfe82c6f3c07c6e?s=64&#038;d=mm&#038;r=g 2x' class='avatar avatar-32 photo' height='32' width='32' \/><\/a><a href=\"https:\/\/www.international-logistics-group.com\/us-en\/insights\/author\/sclifford\/\" class=\"author__name\" rel=\"author\">Simon Clifford<\/a><span class=\"author__separator\"><\/span><span class=\"post-banner-content__date\">01 Dec 2025<\/span><\/p>\n    <h1 class=\"post-banner-content__title\">How to Effectively Navigate E-Commerce Returns<\/h1>\n<\/div>\n\n\n<p>Online shopping hasn\u2019t just revolutionised the way customers buy; it\u2019s also revolutionised the returns process. During peak season,\u00a0retailers expect their return rate to be <a href=\"https:\/\/cdn.nrf.com\/sites\/default\/files\/2024-12\/2024-Consumer-Returns-in%20the-Retail-Industry-Report_12.5.24.pdf\"><strong>17% higher, on average, than their annual return rate<\/strong><\/a>, amounting to billions of pounds in lost sales. In fact, over the last few years, we\u2019ve seen changes to returns policies across the industry to diminish losses to businesses. Among those to drop free returns were\u00a0<strong><a href=\"https:\/\/www.bloomberg.com\/news\/articles\/2022-11-22\/christmas-shopping-2022-online-return-policy-gets-stricter\">brands such as Zara, Abercrombie &amp; Fitch and fast-fashion retailer Boohoo<\/a>.<\/strong>\u00a0Their status has inevitably encouraged more e-commerce businesses to follow suit.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group pt-4 pb-3\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<p>Even though big name brands are starting to seek alternatives to the free return model, the fact remains that e-commerce returns are here to stay as a valuable part of the customer service process. The question for e-commerce businesses is this: how can online returns be a) managed, and b) mitigated? The answer must satisfy both retailers\u2019 sales targets and customers\u2019 desire for a positive shopping experience.<\/p>\n\n\n\n<p>In this blog, we\u2019ll take a look at how to balance both, and highlight the opportunities that careful analysis of consumer trends can bring.<\/p>\n\n\n\n<p>Jump to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"cost\"><a href=\"#cost\">The Cost of Online Returns<\/a><\/li>\n\n\n\n<li><a href=\"#how-to-tackle\">How to Tackle Customer Returns Efficiently<\/a><\/li>\n\n\n\n<li><a href=\"#partner\">Partner with a 3PL with Returns Expertise<\/a><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">The Cost of Online Returns<\/h2>\n\n\n\n<p>It\u2019s estimated that\u00a0<strong><a href=\"https:\/\/cdn.nrf.com\/sites\/default\/files\/2024-12\/2024-Consumer-Returns-in%20the-Retail-Industry-Report_12.5.24.pdf\">returns will cost $849 billion dollars in 2025<\/a><\/strong>. That\u2019s a high price to pay for customer satisfaction; a price accrued from the trend of free returns, conveniently long return windows and lenient criteria on the desired quality of returned goods.<\/p>\n\n\n\n<p>The modern e-commerce customer will often order with the intention of sending part of the order back \u2013 a practice referred to as \u2018bracketing\u2019. For them, it\u2019s convenient to order an item in multiple sizes and send the unused ones back, and many e-commerce businesses allow for this with their returns policies.\u00a0<\/p>\n\n\n\n<p id=\"how-to-tackle\">As suboptimal as this buying habit may be for online retailers\u2019 bottom lines, the reality is that returns are vital for the e-commerce industry. They\u2019re an extension of the flexibility that online shopping offers as a whole. According to <a href=\"https:\/\/nrf.com\/research\/2025-retail-returns-landscape\" target=\"_blank\" rel=\"noreferrer noopener\">research by the NRF and Happy Shopper<\/a>, 82% of shoppers say free returns are an important consideration when online shopping and 81% are checking the return policy before shopping. So, for e-commerce businesses, it\u2019s a matter of finding the right way to tackle them.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to Tackle Customer Returns Efficiently<\/h2>\n\n\n\n<p>Returns might be unavoidable \u2013 especially during the peak season, when <a href=\"https:\/\/www.international-logistics-group.com\/us-en\/insights\/how-to-improve-customer-experience-during-peak-times-in-ecommerce-8072\/\"><strong>customer service in e-commerce<\/strong><\/a> becomes even more important \u2013 but a reverse logistics strategy will help you manage them more effectively, ensuring associated losses are mitigated.<\/p>\n\n\n\n<p>The old adage, \u2018prevention is the best cure\u2019, rings true when it comes to e-commerce returns. However, preventing them from happening altogether isn\u2019t always possible. This is where reverse logistics comes in handy.<\/p>\n\n\n\n<p>Below are ILG\u2019s top tips for navigating e-commerce returns during peak season and beyond.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Change Your Returns Policy During Busy Shopping Periods<\/h3>\n\n\n\n<p>One of our key <a href=\"https:\/\/www.international-logistics-group.com\/us-en\/insights\/7-tips-for-maximising-success-during-peak-season-8011\/\"><strong>tips for maximising success during the peak season<\/strong><\/a> is to temporarily adjust your returns process to align with the demands of the shopping season. Having a defined strategy here is vital for success \u2013 you want to help your profit margins without making a purchase undesirable for the end user.<\/p>\n\n\n\n<p>Free returns are a key offender here for businesses, despite being appealing to customers. During busier periods, you may want to amend your free returns policy to mitigate any potential losses here. The reality is that with more purchases come more returns, so preparing for this on a policy level can be a crucial first step.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Ensure Your Returns Framework Can Handle the Demand<\/h3>\n\n\n\n<p>For e-commerce businesses, a returns strategy is not often the first item on the agenda. However, it\u2019s a valuable opportunity. Returns are more than a logistical task; they\u2019re a key component of every online retail brand\u2019s customer service. To turn customers into loyal followers, their experience with a brand\u2019s returns process must be every bit as convenient as the act of buying in the first place.<\/p>\n\n\n\n<p>To achieve this, a comprehensive returns framework and strategy are essential. Reverse logistics are as important as initial fulfillment; they\u2019re a continuation of the brand experience and an opportunity to show your dedication to customers at every touchpoint.<\/p>\n\n\n\n<p>Giving customers a straightforward, transparent and reliable returns process can distinguish your brand from your competitors. It sounds counterintuitive \u2013 after all, in an ideal world, you want customers to keep and enjoy their purchases from you. But showing them that you\u2019re there for them, even if they change their mind about their purchase, encourages loyalty and makes your business the first name on their minds when they\u2019re ready to buy again.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Lean on Customer Data to Optimize Your Return Rate<\/h3>\n\n\n\n<p>E-commerce giants like ASOS and Amazon lead the way when it comes to handling reverse logistics. One of the key ways they\u2019re set up for success \u2013 even when customers send goods back \u2013 is the way they collect data on customer returns.<\/p>\n\n\n\n<p>Asking the customer to provide a reason for the return can give retailers \u2013 and, by extension, their fulfillment partner \u2013 valuable insights into customer behavior. The simple act of asking a customer to select a reason for their return can help to identify any actionable pain points. For example, there\u2019s a big difference between a customer returning an item because they ordered the wrong size, and returning it because it was damaged during fulfillment. Analysing such data behind the returns can help businesses improve their products and service, and enable their fulfillment partner to operate more efficiently.<\/p>\n\n\n\n<p id=\"partner\">Furthermore, collecting and acting on the <a href=\"https:\/\/www.international-logistics-group.com\/us-en\/insights\/meeting-the-challenges-of-reverse-logistics-and-turning-them-to-your-advantage-2552\/\"><strong>insights from returns data<\/strong><\/a> can serve to reduce the volume of returns in the long run. Many 3PL providers often use their custom <a href=\"https:\/\/www.international-logistics-group.com\/us-en\/fulfillment-services\/technology\/\"><strong>technological infrastructure<\/strong><\/a> to provide this capacity to clients, resulting in a better-integrated customer experience throughout the fulfillment process. In a world in which returns are more accessible than ever for the end user, this is vital for e-commerce businesses.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Partner with a 3PL with Reverse Logistics Expertise<\/h2>\n\n\n\n<p>Getting started with a trustworthy returns strategy can be as simple as choosing a reliable <a href=\"https:\/\/www.international-logistics-group.com\/us-en\/fulfillment-services\/\"><strong>fulfillment partner<\/strong><\/a>. A 3PL that excels at every stage of the fulfillment process, from picking and packing to managing returns, can be the difference between successful customer service and a missed opportunity.<\/p>\n\n\n\n<p>At ILG, we Specialize in complete fulfillment for <a href=\"https:\/\/www.international-logistics-group.com\/us-en\/fulfillment-services\/fashion\/\"><strong>fashion<\/strong><\/a>, <a href=\"https:\/\/www.international-logistics-group.com\/us-en\/fulfillment-services\/beauty\/\"><strong>beauty<\/strong><\/a> and <a href=\"https:\/\/www.international-logistics-group.com\/us-en\/fulfillment-services\/wellbeing\/\"><strong>wellbeing<\/strong><\/a> brands. Our adaptive approach to fulfillment strategy is bespoke to each of our clients so your customers have what they need, when they need it.<br>If you\u2019re interested in learning more, we\u2019d love to hear from you. <a href=\"https:\/\/www.international-logistics-group.com\/us-en\/contact\/\"><strong>Contact us today<\/strong><\/a> to get started.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-group mb-2 p-5 pb-2 has-blue-light-background-color has-background\"><div class=\"wp-block-group__inner-container is-layout-flow wp-block-group-is-layout-flow\">\n<h3 class=\"wp-block-heading\" id=\"your-details\">Contact Us<\/h3>\n\n\n<script>\n    hbspt.forms.create({\n        region: \"eu1\",\n        portalId: \"25578978\",\n        formId: \"9c079e2a-5861-4629-a974-0ff00560c6c2\"\n    });\n<\/script>\n<\/div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Online shopping hasn\u2019t just revolutionised the way customers buy; it\u2019s also revolutionised the returns process. Find out how to effectively navigate returns here.<\/p>\n","protected":false},"author":39,"featured_media":9529,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[20,38,109],"tags":[],"class_list":["post-9499","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-tips","category-fulfillment-services","category-returns"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to Effectively Navigate E-Commerce Returns | ILG<\/title>\n<meta name=\"description\" content=\"E-commerce returns are an inevitable part of online retail. 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