Returns are the part of e-commerce customers remember and finance teams dread. In fashion the rate sits between 20 and 40 percent; in every category a return costs several times what the outbound shipment did. We design the whole flow so that it costs less and keeps the customer buying.
What we design
- The customer side: portal, label options, drop-off points, refund promise, and the policy words that reduce abuse without punishing honest buyers.
- Transport: return labels priced apart from outbound, consolidation points in your main countries, carrier choice by return volume.
- Inspection and restocking: clear grading rules, a target of three days from arrival to shelf, and what goes to outlet or recycling.
- Refund timing: when to refund, how to communicate it, and how that changes repurchase rates.
Results we aim for
Cost per return down by a third, refunds within three days of arrival, and a measurable lift in second orders from customers who returned something. We set the targets with you at the start and measure them at week twelve.
Duration
Six weeks of design, then implementation support with your warehouse and your carriers. Fixed fee.
Start with your return numbers: rate, cost per return, refund time. We tell you within a call how far they can move.