?unique=22061bc)
📦 1. Why do your customers return their products?
Before reducing returns, we need to understand the real reasons:
- ❌ Product not as described
- ❌ Wrong size or incompatibility
- ❌ Product damaged on delivery
- ❌ Expectation not met / perception of low quality
- ❌ Assembly or use too complex
✅ 2. 8 concrete ways to reduce the return rate
1. Optimize your product sheets
- Multiple, realistic photos (zoom, context, hand, usage)
- Presentation video or usage tutorial
- 100% transparent, accurate and honest descriptions
👉 See our article on : Consumer expectations in 2025
2. Optimized delivery and tracking
- Deadlines must correspond to those indicated on the site.
- Good tracking and notification of advances on parcels are essential to reassure consumers.
- In the event of delays, it is important to contact your customer.
3. Add a clear size guide
- Interactive boards, illustrations, simulators
- Guides that can be printed or displayed in the basket
4. Careful packaging
- Strong, well-sealed packaging (reinforced tape, double-layered if necessary) avoids unpleasant surprises on arrival.
- Packaging is the first physical contact with your brand: it must reassure, reflect quality and protect the product effectively.
👉 Contact us if you would like Saferbuy to audit your customer experience.
5. Add clear, visible instructions on opening
- Illustrated instructions or QR code to an assembly video
- It's important to guide your customer
- Start here" card
- It's important not to make any mistakes in the instructions.
- No inconsistencies between the product described on the website and the product received.
6. Collect post-purchase feedback
- With a QR code on the packaging, to a satisfaction survey (e.g. via Saferbuy)
- Detect frustrations and ask the customer for suggestions for improvement.
7. Dynamic customer support
- Customers need reassurance after placing an order on a website.
- With the number of online scams on the rise, customers are increasingly wary, and it's important to be reactive.
8. Test your course with external audits
Use a service like Saferbuy to audit the quality of your customer experience:
- Delivery
- Packaging
- Description
- Product
- Pre-purchase information
- Hot feedback
3. Long-term benefits
Reducing your return rate isn't just about limiting logistics costs.
It's also a growth driver for :
- 🔁 Building customer loyalty
- ⭐️ Improve your ratings and reviews
- 🧘 Reducing the stress of after-sales service
- 📈 Boost your net margin
- 🌟 Improve your brand image
- 🌍 Reduce your environmental impact
4. Useful links & additional resources
How can e-commerce brands increase conversions through UX/UI auditing?
Amazon: 10 essential optimizations to boost your sales!
How does SaferBuy protect consumers and support ethical businesses?
FAQ - Reducing e-commerce returns
It depends on the sector. On average :
- Fashion: 25% to 40%.
- Electronics: 10-15%.
- Home & Deco: 8% to 12
A good objective: to reduce costs by 20 to 30% in 3 months through targeted adjustments.
Not necessarily. Well-managed feedback can build trust. But too many returns signal a real problem of alignment between promise and reality.
To reduce the return rate, you need to improve every stage of the customer experience: accurate product sheets, a good sizing guide, careful packaging and clear delivery tracking.
👉 Saferbuy helps you identify the real causes of returns through comprehensive customer experience audits, and offers concrete solutions to limit returns while increasing satisfaction.