If you ship orders to customers across international borders, then managing returns from those customers can be very challenging. Customers want to return their order in a way that is fast and convenient, while retailers want to keep costs down. International shipping for single parcels is notoriously expensive, particularly for express services.
Here are a number of options to consider for international ecommerce returns.
Provide a prepaid international shipping label. Global companies like FedEx, DHL, and UPS ship parcels almost anywhere worldwide. You can pay for shipping through one of these carriers, then email instructions to the customer so they can arrange a collection. This is fast, but expensive.
Use a returns management service. International returns management companies can provide a local returns address for multiple countries. They receive returns on your behalf, inspect and grade them, then return them to you in bulk to reduce shipping costs. This is cheaper than shipping individual parcels and enables faster refunds.
Use Amazon FBA. If you sell on Amazon, using FBA for international orders can be an efficient option for fulfillment, while also providing a returns processing service. You will have to ship inventory to Amazon’s warehouses in advance, and FBA fees can be expensive, but this is a convenient option both for you and your customers.
Let the customer keep the product. For low-value products, you might consider refunding the customer without asking for a return. The customer will be satisfied and you won’t have the expense of international return shipping. If the cost of shipping exceeds the cost of the product, this can be a logical option.
Cross-border ecommerce has grown rapidly in recent years, and international logistics has some catching up to do. But there are options for handling returns that are worth exploring to find the right balance between customer satisfaction, speed and cost.
This post was by Sarra Turki, Senior Content Manager at Fulfillment Bridge, a leading global logistics and order fulfillment solutions provider.
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