Making Return Experience Easier

While no business likes receiving returned merchandise, returns are a fact of doing business. How a customer receives their merchandise can either simplify or complicate the return process. Packaging designed with potential returns in mind can protect products, make returns easier for customers, and reduce labor when merchandise is sent back to the seller.

Select a reusable container that can withstand being opened. When the tape is removed, the box should not rip or fall apart. A double-strip sealing mailer can be beneficial because the first strip seals the original shipment, while the second strip allows the customer to reseal the package if they decide to return the item.

Provide customers with an easy way to open the packaging without damaging the contents. Customers should not have to use a sharp object, such as a knife, in a way that could damage the merchandise. Consider leaving a safe space beneath the top flaps of the package and avoid placing soft goods where a customer might accidentally cut through them while opening the box.

Use protective materials that customers can reuse. A custom protective insert designed specifically for your merchandise may be difficult for customers to put back together after opening the package. Using plain paper, a small pouch, or simple wrapping materials can make it easier for customers to repack items for their return shipment. These materials can also help keep merchandise protected during transit back to the seller.

Consider using appropriately sized containers instead of oversized boxes. Oversized packaging can create storage problems for customers while they decide whether to keep their purchases. Containers that closely fit the merchandise are easier to store and reuse. They also require less filler material when preparing the merchandise for shipment, both to the customer and back to the seller.

Include brief instructions for completing a return when necessary. Explain how to position the contents inside the package, reseal the container, and apply the new shipping label. Keep the instructions concise and easy to follow. When customers understand what is expected, they are less likely to return items in improperly assembled packaging.

Do not place a return label on the outside of the package alongside the original shipping label. Instead, fold the return label and include it with the return instructions or place it inside the package. Customers should cover or remove the original shipping label and attach the return label before sending the merchandise back. Only the correct return address and applicable shipping information should be visible on the outside of the package.

Test your return procedure by simulating the customer's experience. Assemble a package as a customer would, remove the merchandise, and then reassemble the package using the provided materials and instructions. Apply a new shipping label as part of the test. Identify any confusing steps or weaknesses in the packaging. Testing the return process can help you identify problems before they affect a large number of customers.

When a returned shipment arrives, examine the condition of the shipping materials. Look for damaged corners, crushed box walls, loose tape, and missing cushioning. These conditions can provide useful clues about which packaging elements worked well and which failed to protect the merchandise during transit. Use these observations to improve your packaging materials and procedures for future shipments.