How to reduce returns and boost trust with the right fulfilment partner

One of the biggest pain points for eCommerce retailers is the dreaded “R” word – returns. They’re costly, time-consuming and frustrating for both businesses and their customers. But with the right fulfilment partner, managing returns doesn’t have to be a headache. You can reduce return rates and improve the overall shopping experience.

At JEM, fulfilment is what we do, and that includes simplifying returns. We’re here to share best practices, tips and how retailers can approach making returns less painful and more profitable.

Why returns are a growing challenge for eCommerce retailers

Since the growth in online shopping during the pandemic in 2020, eCommerce has shown signs of slowing down. While this is great for growth, it also means a rise in returns, and if you don’t have the right systems in place, those returns can limit your profit.

So, why do people return items in the first place? Some of the most common causes include:

• The wrong item being delivered
• Damaged during transit
• Unclear product sizing/description
• Poor packaging
• Slow delivery

Each return comes at a cost, not just in shipping and refunds but in lost inventory, restocking time and potential damage to your brand’s reputation. These can all be reduced, if not removed, by having the right fulfilment partner.

5 best practices for effective returns management (and how to reduce returns from the outset)

Reducing return rates doesn’t just protect you, but it also helps create a smoother, more positive customer experience. Here are 5 best practices to help.

1. Improve product accuracy with better content and customer feedback

The most effective way to prevent a return is to avoid disappointment from the start. To do this, make sure your product listings give buyers exactly what they need to make confident decisions.

Think about detailed product descriptions, clear size guides and multiple high-quality images that show the product correctly. And always encourage customer reviews, especially those that mention colour, sizing, fit, etc. These reduce uncertainty and help buyers make informed decisions, leading to fewer ‘not what I expected’ returns.

2. Optimise fulfilment speed, accuracy and packaging

Many returns are completely preventable, as they happen because of simple human errors like sending the wrong item or packaging that doesn’t protect the product properly.

Working with the right fulfilment partner can make all the difference. At JEM, we use precise picking processes and quality checks to ensure the right product goes out every time. Also, prioritising strong, secure packaging to minimise the risk of damage in transit. When you add fast, reliable delivery to the mix, you create a seamless experience for your customers, reducing avoidable returns.

3. Create a proactive post-purchase experience

Customers want reassurance, they want to know where their order is, when it’s arriving and how to get help if something goes wrong. That’s why a proactive post-purchase experience is so important.

We help our partners provide real-time tracking, automated updates and clear customer service options. It’s all about reducing frustration and returns caused by delivery confusion or unmet expectations.

4. Offer smart return alternatives

Not all returns are bad, but some can be avoided or redirected.

Giving customers the options to exchange or get store credit, gift cards, or loyalty points can help to retain spend within your store and preserve customer relationships. But also, surprisingly, extending your return window can help reduce the impulsive returns by giving customers more time to consider.

5. Protect your business with customer-friendly policies

Having a clear and easy-to-follow returns policy builds trust with customers and reduces confusion. When people know what to expect, they’re less likely to feel frustrated or surprised, and that’s key to keeping return experiences as positive as they can be.

That said, your returns policy should also protect your business. Use data to spot patterns, like customers who regularly buy large orders only to return most, if not all, of them. You can then take action, such as flagging and introducing limitations. Make sure to have a balance between customer convenience and business protections to keep returns manageable without damaging relationships and trust.

How a fulfilment partner can make returns a breeze

Managing returns in-house can be draining. That’s why more eCommerce retailers are turning to fulfilment partners like JEM to simplify the process of reducing returns and handling them correctly when they do happen. Here’s how we help:

• Accurate order picking and quality control: We significantly reduce errors like wrong or damaged items by getting it right from the start.
• Real-time delivery updates: We keep customers informed throughout the delivery process, helping build confidence and reduce complaints
• Customer-first return solutions: We make returns simple, trackable and fast. Boosting customer satisfaction and keeping your brand reputation strong.

Returns don’t have to be a nightmare, not for you and not for your customers. With the right returns management and fulfilment partner, you can reduce return rates, simplify the process and use returns as an opportunity to build loyalty.

Looking to improve your returns management? At JEM, we’re here to help your fulfilment process work better for everyone. Get in touch today!