Should I Offer Free Return Shipping?

Virginia Miller

July 21, 2024

In this article

Believe it or not, a good return policy can make or break your business. Making online returns hard for customers practically guarantees they won’t shop from you again. That may sound harsh, but with so many retailers offering easy, free returns, your eCommerce site may fall behind if you don’t keep up.
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The Pros and Cons of Offering Free Returns

When it comes to ecommerce return policies, free returns are attractive for customers but can be costly for businesses. In this article, we'll explore the pros and cons of offering free returns and tips for deciding if it's right for your business.

The Benefits of Free Returns

Offering free returns has several advantages:

Increases conversion rates and sales - Customers are more likely to complete purchases if returns are free.
Builds trust and loyalty - Generous return policies demonstrate confidence in your products.
Saves on shipping costs - Return labels can be built into packaging to simplify logistics.
Reduces fraud - Requiring return shipping deters abuse of policies.

The Downsides of Free Returns

There are also some potential drawbacks:

Higher operational costs - You pay for all return shipping expenses.
Restocking and processing fees - Returns must be inspected and processed for resale.
Difficult to track ROI - Hard to quantify impact on revenue.

Tips for Offering Free Returns

If you decide free returns are right for your business, here are some tips:

Clearly communicate policies - Set customer expectations upfront.
Use return analytics - Identify trends to improve operations.
Offer self-service portal - Make returns easier for customers.
Automate workflow - Streamline processing with software.
Outsource logistics - Leverage 3PLs to handle returns.

While free returns have costs, the customer goodwill and sales gains often make it worthwhile. Carefully weigh the pros and cons and use services to offset expenses.

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FAQs

What are the pros of offering free returns?

The main benefits are increased conversion rates and customer loyalty. Generous return policies build trust and make customers more confident purchasing from your store.

What are the cons of free return shipping?

You take on all costs of return shipping which can add up over time. It also makes tracking ROI difficult when customers utilize the policy.

Does free return shipping reduce fraud?

Yes, requiring customers to pay for return shipping deters abuse of generous return policies. It ensures only customers serious about returns utilize the policy.

How can you offset the costs of free returns?

Use return analytics to optimize operations, offer self-service portals to simplify processing, and leverage 3PL services to handle logistics and warehouse operations.

When should you not offer free returns?

If profit margins are already tight or products are custom-made. The costs may be too high for low-priced or customized items.

What should you do if you don't offer free returns?

Make the return process as easy as possible for customers. Offer prepaid shipping labels, free in-store returns, and provide at least 30 days for all returns.

How can you track the impact of free returns?

Use ecommerce analytics to track return rates over time. Compare with conversion rates and average order values to understand the overall impact.

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