A return does not start when a buyer prints a return shipping label. A return starts the moment a buyer selects their first package. If that package has been opened (torn), sealed (with additional tape) and is now too fragile for the round-trip journey; then the buyer will have to locate another container or package. Having packages ready for returns (return-ready) makes this process easier for both the buyer and the retailer.
Review your most returned items. Items such as clothes, shoes and/or other merchandise sold in multiple sizes may require a reusable package. Examples include a mailer that contains two seal strips. One seal strip seals the original shipment going outbound. The second seal strip remains sealed until the time the buyer is ready to ship the product back. Make sure there are no pieces of dust, torn paper or loose filler materials near the unsealed portion of the return seal strip. Many boxes contain an optional second flap or seal specifically designed for use during a return.
When preparing for the return, be mindful of how you create access for the buyer to open the package. Be certain that any component that may be required by the buyer later in the return process is not damaged. When adding a “tear strip” be sure to put it on a separate area of the package than where the return seal is located. Provide short written instructions that clearly identify which direction to pull the tear strip and which portion of the seal to preserve. Create space within the package so that a new shipping label may be applied directly onto the package. Remove any existing barcode or address prior to applying a new shipping label.
You can also design inner packaging to be reusable. Folded tissue paper can surround the item once again if it was kept clean. Clear bags that can seal themselves can help protect smaller items and clothing. The cardboard inserts/pads/dividers should fit neatly back into position without requiring the buyer to solve a puzzle. Filler materials that are loose (i.e., Styrofoam peanuts, etc.) may cause problems since they can fall out during transit, become misplaced or provide inadequate protection for the item being returned.
Choose packaging based upon what type of product it protects, rather than what type of packaging would work best for each individual order. For example, soft-goods may travel well in a sturdy mailer. Products that are either hard or breakable may require a box. Using paper-based packaging alternatives/recycled materials may reduce packaging waste when reused properly. However, ensure that the packaging is durable enough to complete both legs of the journey.
Testing your packaging method via mock-ups (or asking another employee to test your packaging method) will allow you to identify potential weaknesses. Have someone attempt to disassemble the package and insert the item back into its original packaging. Once inserted, have them apply a return shipping label. Afterward, check to see if the seal remained intact and if the return shipping label laid flat against the package. Note if additional tape, scissors or a larger/new box were required to facilitate ease of disassembly/re-assembly. Any additional steps may pose difficulties for the buyer attempting to accomplish the return at home.
Easy returns do not indicate that you want more merchandise sent back to you. Rather, easy returns demonstrate that you view returning an item as part of completing an entire order. The buyer does not have to search for another box/containing unit. In addition, when receiving returns, you will receive a package of a predetermined size. By utilizing quality return packaging supplies, you can reuse one package for two purposes while reducing unnecessary packaging waste.
