Improve Customer Experience With Fewer Returns In 8 Ways


For sellers returned or canceled orders are made up of nightmares. Suppose you have ever experienced this as a merchant. In that case, you would know how strong the impact is—on your brand's reputation, customer experience, profit margins, conversion rates, and ROI. In the US alone, 42% of online shoppers have returned a product they had bought online in the last six months. Though returns can not be avoided, even in e-commerce businesses, there are a few ways to ensure they are minimized. 

8 Ways To Reduce Order Returns And Cancellation

We have listed some simple yet important ways through which you can effortlessly and strategically minimize order returns and cancellation on your products. The ways are:

1. Clear Product Description

A clear-cut product description with complete specifications on the different features helps the buyer understand the product usage and its relevance in their daily lives. It helps in establishing a customer experience. If yours is an apparel store and a model is wearing the outfit, mention the height and weight of the model so the buyer can gauge how well the product will fit them. Including care instructions, material information, and usage tips can prevent returns from misunderstanding product care or use.

2. High-Resolution Images

High-resolution but compressed images let the buyer know exactly how the product looks—its color, texture, material used, available dimensions or sizes, and even the product's operations. The images should aptly represent your products, and the buyers should be allowed to zoom into your products or view them at a 360-degree angle. It helps in improving e-commerce customer experience. Incorporating videos that show the product in use can further enhance understanding and reduce the likelihood of returns.

3. Monitor Inventory

Keep a tab on your stocks to check which are available and in what sizes and colors, and update your store occasionally. Depending on an analysis of the most-purchased or bestseller products, you may need to predict the stocks that will soon need replenishment. Do not forget to do this during a huge sale rush or a festive occasion! Accurate inventory levels help avoid selling products that are out of stock, which can lead to cancellations and frustrated customers.

4. Confirm availability for COD orders

If you do not confirm the availability of the user for a COD order, it could result in a sizeable loss or poor customer experience in case the user is not there to pick up the order and make the payment. Confirm the delivery slot beforehand and notify the customer via email and SMS when the order is out for delivery. It also reduces the chances of failed deliveries and ensures a smooth transaction process.

5. Process Orders for Faster Shipping

The processing of an order includes selecting, packaging, screening the product before dispatch, and sending it for delivery with a reliable logistics provider. Ensure that this process is carried out as quickly and smoothly as possible. For 54% of US online shoppers, same-day shipping facilities drive them to buy an item. Delivery within 1-2 days of placing the order is another way to offer excellent customer experience, service and ensure lesser returns. Implementing advanced logistics solutions and partnerships can further streamline this process.

6. Estimated Delivery Date

When you show the estimated delivery date for an item in your store, the buyer can quickly decide whether or not to purchase the item. This would help you build trust and transparency with the user as well. Being upfront about potential delays or stock issues can mitigate disappointment and reduce return rates.

7. Validate Pincode, address, and phone number

Confirm the customer's delivery address, Pincode, and phone number before dispatching the order. This step is crucial to avoid misdeliveries and ensure the product reaches the right customer. It also helps you ensure better customer experience as compared to your competitors. Utilizing address verification services can automate and streamline this process.

8. Inform the buyer about the delivery status

Let the buyer track the order and help them with a product-based FAQ or a live chat option on your store so that the customers know when to expect their order. This may lead to repeat purchases and aims to retain customers while building their trust in your brand. Comprehensive customer support through various channels, including social media, can enhance customer satisfaction.


Follow these steps so that your order return rates drop substantially and you remain at a competitive advantage with established customer loyalty and customer experience for your brand. Implementing a feedback loop where customers can share their reasons for returns can also provide valuable insights into further reducing return rates and improving product offerings and customer service.

Sudipta Mondal

By Sudipta Mondal

Sudipta Mondal is a technology entrepreneur and a software developer, eCommerce Consultant for International Brand & Shopify Experts and Partner. Having founded his own company ‘MS Web Designer’. Sudipta has been working in the field of startups for more than 15 years now and has established multiple SAAS products with his wife Masum and has helped develop multiple E-commerce brands on Shopify. Together they have served over 1500+ international brands including fortune 500 companies to setup and level up their online business.

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