How To: Lower Return Rates

A high return rate is typically caused by a disconnect between what the customer expects and what they ultimately receive.

Our goal is to help you improve quality checks and communication in order to increase customer satisfaction and reduce returns to strengthen your presence on our marketplace.

Most Common Reasons for High Returns

• Damaged Items: Customers return items that are damaged or those that arrive in damaged packaging.

• Wrongly Shipped Items: Products shipped in error lead to customer dissatisfaction and lead to returns.

• Inaccurate Product Description and Photos: Customers receiving a product that’s somehow different than what is displayed under the product description, would also result in returns.

• Unclear Sizing Standards: If the sizing chart is based on foreign standards without clear conversion to local (e.g. EU) standards, or if detailed measurements are not provided, items frequently won't fit, causing returns.

Please Note: ABOUT YOU does not track specific return reasons for customer orders.

Recommended action

Improve Packaging Quality:

• Make sure that your products are handled and packed well to prevent returns. Use durable materials according to the order.

Implement Quality Checks:

• Introduce a final inspection step before dispatch to ensure items and packaging are in perfect condition.

• Ensure the information for fulfillment of the product is accurate.

• Make sure that the product photo and description matches the product itself.

• The functionality, color and product material should be as accurate as possible.

Clarify Sizing Standards:

• Indicate whether sizes follow EU, US, UK, or other standards and include conversion charts. Additionally, label items that run bigger or smaller and are in between sizes.

Remove high return items:

• If return rates are repeatedly high for a specific product, consider having the product inactive. Slowly introduce the product back to your assortment once the return rate has been reduced.