Returns: a priority in e-commerce

A world in constant change requires us to have an equally constant ability to adapt and, of course, each new day shapes our needs in a continuous flow. The dizzying rise in the use of e-commerce in recent years, by highlighting the specific characteristics of this type of commerce, gives rise to specific challenges. One area that has assumed fundamental importance is product returns.

It is easy to understand how, in the absence of a physical store, and without being able to try the product beforehand, we are especially concerned, when making an online purchase, about the potential need to return it. In some types of product, such as clothing, this is extremely common. In fact, the numbers show that more than 60% of people pay attention to the return policy before making a purchase, and one in three gives up on the purchase when they do not find a return service that is well explained and defined.

In this article, we want to show you how InPost's strategy simplifies the entire return process, helping avoid problems and inconvenience.

The returns process

The return of products purchased online falls within what has been called “reverse logistics”, that is, the movement of goods from the end consumer back to the supplier or seller.

One of the main problems associated with returning items, as well as with all the transport of goods being generated by the popularity of online shopping, is the impact on the environment. As we will explain later, InPost presents a strategy that truly makes a difference in this respect.

Of course, the issue of costs has to be part of the equation. The number of items returned in online commerce is two to three times greater than that of returns to physical stores. This is equivalent to almost one trillion dollars per year in e-commerce returns worldwide. The result is that many stores are already beginning to charge for returns made from home.

And another of the fundamental challenges is, naturally, meeting the expectations and wishes of the end consumer. The returns policy is crucial for a store that makes online sales. A return policy that is unclear, or falls short of what is desired, or failures during the process, amount to a potential headache for the buyer. In a survey carried out in the United Kingdom, for example, 84% of participants stated that they would not shop again at a given online store if they had problems with a return.

It is therefore essential to create an efficient, simple and transparent returns process.

The returns process with InPost

InPost's pioneering strategy, whose parcel transport strategy is based on non-home delivery—that is, delivering the parcel to a Ponto Pack, which consists of a store or other establishment located in a convenient location, also extends to returns. This means that all the advantages of this approach in terms of its efficiency and convenience also apply to the domain of reverse logistics.

In this concept, the customer takes the parcel to be returned to a nearby Ponto Pack (it is not necessary, however, that they received it through the Ponto Pack). In environmental terms, this is immensely advantageous, since it reduces the car traffic generated (elsewhere on this blog, you can find more information about why InPost is the environmentally conscious choice).

In terms of costs, it is worth noting that, when a company does not offer free returns, it is usually only the home pickup option that is charged. The reason for this is that, with less use of transport means, as is natural, there is also a reduction in costs.

And as for flexibility and simplicity for the customer, they constitute another strong point of this strategy. The buyer can manage the process according to their convenience, while saving time and effort.

As with deliveries, parcel returns can be tracked without difficulty on our website, which contributes to the transparency of the process.

InPost: the right reverse logistics option

In the modern world, a simple and effective returns process is an indispensable consideration. And the use of Ponto Packs is, in terms of efficiency, the environment and simplicity, a proven strategy.

Find out more about InPost on our blog and website and experience the advantages for yourself.