Seamless Returns Policy: Boost Customer Satisfaction and E-commerce Success

Key points:

• A clear and transparent returns policy is essential for customer trust, with over 80% of shoppers in Germany and France checking return conditions before buying—and more than half abandoning purchases if the policy is discouraging.
• Smooth and hassle-free return processes directly influence customer satisfaction, as many shoppers still rely on local post offices or increasingly popular PUDO points for convenient parcel drop-off.
• European e-commerce requires scalable, customer-centric returns solutions, and Landmark Global meets this need through an extensive network of 64,000+ collection points and newly expanded PUDO coverage in Spain and Portugal.
• Fast, efficient returns drive loyalty, with Landmark Global offering dynamic routing, competitive pricing, and speedy refunds that help retailers resell returned items quickly and maintain customer confidence.

The way you handle returns is a strong determinant of customer satisfaction. That's why it’s essential to develop a clear return policy and ensure customers can return packages smoothly. Anastasia Heaslewood, Product manager at Landmark Global, tells us more.

As the global e-commerce market continues to grow at a fast pace – projected to increase by 52% in 2024 compared to 2023 – online returns are also on the rise. While you want to limit returns as much as possible, having a transparently communicated policy in place is crucial. Make sure returning goods is as easy as ordering them, as customers satisfaction relies heavily on this.

A transparent and smooth returns policy boosts your online business

Today's customers are more savvy and often check your returns policy before making a purchase. Is it clear? Easy to follow? What are the costs? Will I get my money back? When? It's not enough to explain your policy clearly; you must also deliver on those promises. Recent research reveals that 87% of online shoppers in Germany and 83% in France check the retailer’s returns policy before purchasing online, with 53% and 51% respectively abandoning the purchase due to a discouraging policy. A well-executed returns policy can strengthen your reputation as a reliable online platform.

Ensure customers experience a hassle-free returns process

From a customer's perspective, returning a product can be a hassle. They need to inform the retailer, print a label, and then find a drop-off location. In most European countries the local post office remains a popular choice for returns. For example, in Germany, 69% of online shoppers prefer using the Post Office for their returns, while in France the figure stands at 32%. We also see a growing trend in Europe for the use of PUDO points and local shops as a convenient drop-off location for returning parcels.

Rely on an e-logistics partner serving all of Europe

Our logistics network addresses the growing demands of the European e-commerce market. We have recently expanded our returns management service in Spain and Portugal adding numerous PUDO points— ensuring 90% of Spaniards and Portuguese have a PUDO point within 3 km of their home. We are committed to helping you build a trusting relationship with your customers and ensure parcels are returned properly and efficiently allowing you to resell the product quickly.

You may also read:

• [July Returns Series]: Why Your Returns Strategy Matters More Than Ever
• [July Returns Series]: Returns Done Right - Lessons from Five Standout E-tailers
• Returns Management in Your E-commerce. How to Keep the Cash Flowing?