How to make
returns work for
your online business

How to make
returns work for
your online business

How to make
returns work for
your online business

FedEx driver with hand truck of packages talking to a small business owner
FedEx driver with hand truck of packages talking to a small business owner
FedEx driver with hand truck of packages talking to a small business owner

Returns are a part of selling online and have an undeniable impact on your business. Download our 2022 returns report to find out how you can optimize your return policy and amplify customer satisfaction and loyalty.

DOWNLOAD FREE RETURNS REPORT

Stand out from competitors

Customers want confidence that businesses they order from will ensure a smooth process for returns.

of customers said the flexibility of return policies matters when choosing to shop with an online retailer.

of consumers said free return shipping was a factor when choosing which retailer to shop with. 

Tips for creating a customer-friendly return policy

Make your return policy easy to find

Indicate on your homepage that you offer returns. Another great place to highlight your return policy is the product pages where customers browse your website.

Highlight free returns offers

Many consumers prefer to shop with businesses that offer free returns. If this is something you can offer, even if only at certain times of the year, consider featuring it in marketing materials, particularly when you’re trying to acquire customers who’ve never shopped with you before.

Create loyal customers with easy returns

Offer your customers options for frictionless returns. Like QR codes they can bring to convenient retail locations for no-box, no-label returns.

SIMPLIFY RETURNS

Turn shoppers into buyers

If your return policy doesn’t meet expectations, customer may be wary and abandon their cart.

of online shoppers have checked a retailer’s return policy before placing an order.

of online customers check the return policy most or all of the time.

of online consumers have abandoned a shopping cart due to the return policy.

Tips for improving the returns process for your customers

Make your return policy flexible and generous

Give your customers options to exchange, refund, or receive credit. Typically, 30 days is the timeframe for returns, but some retailers offer longer windows. Inform your customer at checkout so there are no surprises later on.

Set expectations and communicate returns options

Once an order has been placed, use the confirmation as an opportunity to remind customers of your return policy and the steps they can take if they choose to make a return.

Let them know how easy it is to drop off their returns

Your customers can drop off returns at 60,000+ retail locations and contactless FedEx® Drop Boxes. And select locations even offer polymailers for no-box, no-label, and QR code-enabled returns.

Returns mean returning customers

A seamless returns experience can improve customer satisfaction, building a loyal relationship with your consumers.

of shoppers would return to a business that offered an “easy” or “very easy” return policy.

Tips to help keep them coming back

Automate steps to make it faster

Customers expect a timely refund. By automating your process, you can make it easy for customers to make a return. Allowing consumers to track the status of their return and refund can keep them informed and satisfied. 

Highlight sustainability

Consumers want companies to help them take steps that improve environmental impacts. To align with customers’ values, FedEx offers QR codes for shipping labels and reusable packaging options.

Reduce returns

By providing detailed sizing information, product reviews, images, and videos, you can reduce the need for returns altogether. Be sure to ask customers why they’re making a return so you can address any issues to prevent it from happening in the future.