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April 23, 2026
3 min read
Contents
- Returns are a major part of ecommerce, and handling them well can improve both profitability and customer retention
- Many returns can be prevented by improving order accuracy and reducing fulfillment errors
- A clear, customer-friendly return policy helps set expectations and builds trust before the sale
- Making returns simple and convenient can turn a frustrating moment into a better brand experience
- A strong returns process does more than reduce headaches, it helps drive repeat purchases and long-term loyalty
Let's face it, returns are part of selling online. The real question is whether you're handling them well enough to keep customers coming back.
U.S. ecommerce sales hit $1.234 trillion in 2025 (Source), and nearly 19.3% of those online purchases were returned, totaling close to $850 billion in merchandise sent back. That's roughly one in five orders landing back at your warehouse.
In 2026, that number is only expected to climb, with ecommerce return rates projected between 20.4% and 24.5%. (Source)
If you're not actively managing your returns process, you're leaving both money and customer loyalty on the table. In this post, we'll cover how to improve order accuracy, write a solid return policy, make returns effortless for customers, offer scan-based return labels, and why free returns are worth the investment.
5 ways to improve your ecommerce returns process
A better returns experience doesn't just reduce headaches, it builds trust, drives repeat purchases, and sets you apart from competitors. Here's where to start:
1. Make sure your orders are accurate
Sounds obvious, but a surprising number of returns have nothing to do with the customer changing their mind, they got the wrong item, an incomplete order, or a package meant for someone else entirely.
The fix? Take human error out of the equation. Integrated shipping software lets you pull orders exactly as customers placed them, validate addresses automatically, generate pick lists to grab the right items, and print packing slips to verify everything's in the box before it ships. Less manual handling means fewer mistakes, and fewer returns.
2. Have a solid return/refund policy on your website
Your return policy is often the deciding factor between a shopper buying from you or bouncing to a competitor. Make it clear, specific, and easy to find.
Spell out which items are eligible for full refunds, partial refunds, or no refunds at all. And if something isn't returnable, explain why, customers appreciate the transparency and are far less likely to feel misled.
Not sure where to start? Tools like Shopify's free return policy generator take the guesswork out of it. Just plug in your parameters, get a solid working policy, and tailor it from there to fit your specific products and business needs.
3. Make returns as easy as possible for customers
The DeliveryX Returns 2024 report found that 54% of shoppers consider easy returns very important, yet nearly half of online retailers still make the process unnecessarily difficult. Don't be one of them.
Finding new customers is hard and expensive. A smooth return experience, on the other hand, turns one-time buyers into repeat customers. The easier you make it, the more likely they are to come back. One of the quickest wins? Include a return label right in the box, which brings us to the next point.
4. Offer scan-based return labels right in the box
Including a return label in the box has gone from a nice-to-have to something shoppers increasingly expect. And the good news, it's easier to offer than you might think.
Scan-based, or "pay on use," return labels cost you nothing until a customer actually uses them. Shipping software like ShippingEasy has this built right in, simply enable the option and the return label prints automatically alongside the regular shipping label. Zero extra effort on your end, and a noticeably better unboxing experience for your customer.
5. If you can manage it, try not to charge for returns
Free returns can feel like an added expense, but they often pay off in customer trust and long-term loyalty. When shoppers know they can return an item without extra hassle or cost, they’re more likely to buy with confidence, and more likely to come back.
Returns should never be treated as an afterthought. They’re a key part of the customer experience and can shape how people remember your brand. A thoughtful returns process helps reduce friction, build goodwill, and turn a one-time buyer into a repeat customer.
The Bottom Line
A great returns process doesn't happen by accident, it's built on accurate orders, clear policies, and a seamless customer experience from purchase to refund.
If you're ready to go beyond sync and stop guessing at what's causing your returns, Webgility can help. By automating your ecommerce operations and keeping your inventory, orders, and financials perfectly in sync, you'll catch errors before they ship, not after they come back. Less friction, fewer returns, and more customers who keep coming back for the right reasons.
For more on how to streamline your shipping operations and make the most of those important profit margins, check out Webgility for ShippingEasy.
FAQs
Why is having a clear return policy important for ecommerce sellers?
How can ecommerce businesses reduce avoidable returns?
Do easy returns really help increase customer loyalty?
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Priya Venkat
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Yash Bodane
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