How to minimise the cost of returns during the sales and Christmas shopping season

Did you know almost four in ten Aussies have returned a gift they purchased online? With online shopping continuing to boom and the sales and Christmas season just around the corner it’s time for retailers to consider their refunds and returns systems.

David McLean CEO and founder of parcel delivery and collection service, Hubbed, says its essential retailers get their systems right or risk losing profits.

“The financial costs of refunds and returns can be staggering for an online retailer. Poor refund policies can make online shoppers cautious, while poor returns systems can eat into profits and cost online retailers more than the original sale,” says McLean.

“Difficult returns processes can also impact a brand – if returning an item is just too hard, consumers will remember next time they’re shopping online and go elsewhere.”

With online purchases up 26.9% year-on-year (YOY) for the 12 months to 31 July 2021^[1], and Australian Retailers Association research showing 48% of Christmas shopping is set to be done online this year^[2], McLean suggests online retailers need to prepare now for the flow on effects of managing returns.

“The logistics of managing returns is just one aspect of eCommerce operations to consider. The associated costs of shipping, returning and preparing a refunded item for sale can reduce profits significantly once all associated returns processes are considered,” he says.

3 tips for minimising Christmas eCommerce return costs

1. Ensure you have a strong refund policy in place

A sound returns policy gives confidence to the buyer and can be the difference between converting a visitor to a customer.

2. An easy-to-follow returns model

A streamlined refund process complete with clear instructions for returning purchases offers peace of mind and helps combat buyer hesitancy.

3. Consider Collection Points

Identifying a convenient returns drop-off location can improve purchase return logistics and reduce retailers’ costs in several ways. Couriers offering large volume pick-ups from one location are quicker and cheaper than retail postage, as well as being more environmentally sustainable as there’s fewer delivery trips being made. In addition, retailers can offer a refund as soon as a parcel is secured, ensuring a better brand experience.

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