Author
Ezra van Hassel
Date
February 14, 2025
Category
Informative
The number of online purchases increased again compared to the previous year. So, good news for online retailers. But increased sales also means more returns. How to arrange the return of online purchases as a webshop owner and what to consider as a consumer when returning your products, you can read in this article.
In this blog, you'll read more about...
1. Online purchase returns as a consumer
2. Tips for returning online purchases
3. Making online purchase returns easy with Returnless
Online purchase returns as a consumer
When you order from a webshop, as a consumer you do not have the opportunity to evaluate the goods before you buy them. To protect consumers in a so-called distance purchase, the EU has therefore introduced the 'Distance Selling Act'. This includes a 14-day cooling-off period, in which the consumer can return the product without giving any reason. This is called the right of withdrawal. The right of withdrawal does come with a number of conditions. As a consumer you must register the return within the statutory period of 14 days or - when the webshop offers this - within the (longer) return period mentioned on the website. After this you have another 14 days to send the return unused in the original packaging. Please be aware that certain products, such as personalized items or hygiene products, are excluded from the right of withdrawal.
Handling returns as a webshop
As a webshop, you must give your customers the opportunity to return their purchases within the legal or self-imposed return period. When returning the product, customers must meet a number of conditions. For example, they must ensure that the product is unused and in its original packaging. Clear return conditions are therefore the first step in handling your returns (as smoothly as possible). This prevents loss of value on returned products and ensures that the returns can be put back on sale quickly after receipt. The return conditions also state who bears the return costs and how long customers have to return their products. A clear return policy ensures satisfied customers and helps increase your sales.
What should you pay attention to when returning products online?
As a consumer, when returning products purchased online, you must ensure that you comply with the return conditions. As a webshop, it is therefore important that you clearly state the return policy on your website. For example, how are defective products handled? Is there a possibility to have them repaired? Or do you choose to handle defective products via a photo upload, so that you can save on return costs and ensure that the customer receives a replacement product as quickly as possible? In addition to the return conditions, you should also provide a right of withdrawal form on your website so customers can register their return. Moreover, it is important to check the return as soon as it arrives so that you can refund the customer within the statutory period of 14 days.
Online purchase return tips for consumers
An online purchase is made quickly, which means you may regret it afterwards. Therefore, before you buy anything, make it a habit to check an online store's return policy. That way you know what to expect and know your rights in case you don't like the product. Are you buying very valuable items? Then also check if the webshop offers insurance for shipping and possible returns. You can often add insurance when creating the return shipment.
Have you actually decided to return a product? Then make sure you stay informed about the progress of the return process. Does the webshop have a digital return process where you automatically receive updates? Great! If not, put a reminder in your calendar so you don't forget to check if you actually received the refund. Also make sure you have your own administration in order: store the proof of postage safely - at least until you have received a receipt. Before shipping, you can also take a photo of the return package in case something happens to your package along the way.
Online purchase return handling tips for webshops
A streamlined returns process offers numerous advantages for your shop. In fact, an inefficient returns process can cost you revenue. These tips will help you get a grip on your returns and save you money, time and energy:
Avoid hassles and costs with clear return conditions
Determine which products can be returned when and under which conditions. Are there exceptions to returns, such as personalized items or hygiene products? How long can products be returned? Who pays the return costs? This way, your customers know exactly where they stand during each step of the return process and are more likely to buy from you again in the future.
Tip: Need help setting up your return conditions? Use our handy templates as a base.
Optimize your costs with a clear returns process
A well-structured returns process also creates opportunities for saving costs. For example, as a webshop, you are not required to cover return costs and can choose to offer free returns only in specific cases. You can also offer an alternative to the refund, such as a coupon code that allows the customer to spend the purchase amount back in your online shop, so that you keep the revenue in your own pocket.
Handle returns quickly with a digital returns process
A digital returns process makes online returns a breeze! Customers can easily select the product they want to return using their order number. Once they enter all the necessary information - think return reason and shipper country - they can instantly create a return label and send the package.
Save time with smart automation
With automations, you can handle some of your returns automatically and no longer have to figure out exactly what to do with each return request. Common cases, such as a wrong size or color, can be set up in advance and handled automatically using smart return rules. After receiving and checking the return, you can activate the refund with a single click, because all the information is already in your system.
Using return data to prevent future returns
For example, by collecting return reasons when returns are registered, you can prevent future returns. If you know that a customer returns something because the product picture or description did not match (well enough) with the actual product, you can improve this in your webshop. Are some products responsible for the majority of returns? Then simply remove these from your assortment.
Making returning online purchases easy with Returnless
With Returnless, you can implement a digital returns process in your online store in no time. Through a personalized and digital return form, your customers can register their returns. In the well-organized returns portal you can set smart rules for the automatic handling of your returns, determine which customers have to pay for their returns themselves and when, and quickly gain insight into your returns to discover patterns and trends and thus prevent future returns.
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Source: CBS
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