Can return policies change? Companies are seeking solutions

Pointing out that logistics, labor, and financial costs are increasing due to unfairly returned shipments, e-commerce companies are calling for restrictions on the return of ordered packages.

A large portion of consumers who shop online return the products they purchase for various reasons, and this situation places a significant financial burden on e-commerce companies.

SIZE MISMATCH IS THE NUMBER ONE REASON FOR RETURNED SHIPMENTS

Returned products are becoming a serious financial problem for companies. It is not just the return of the products themselves, but also the processes required to make returned items resalable that increase costs. Research shows that return rates are particularly high in the clothing sector. Returns due to reasons such as size mismatch and dislike of style are at the forefront.

RETURNED SHIPMENTS BRING A FINANCIAL BURDEN

Although e-commerce companies try to manage the logistics and inventory of returns efficiently, many firms believe this process is not financially sustainable. The operations required to make returned products resalable can lead to significant losses in labor and time.

RESTRICTIONS ON RETURN POLICIES CAN LEAD TO CUSTOMER LOSS

The free return option offered by companies to customers within the framework of consumer rights is actually an important factor that increases customer satisfaction. However, companies are concerned that rising return rates will further increase costs. Although some companies are considering introducing restrictions on return policies, or even limiting returns, it is thought that this could lead to customer loss.

ENVIRONMENTAL IMPACT OF RETURNED SHIPMENTS

E-commerce sector representatives emphasize that high return rates increase not only logistics but also environmental impacts. Many companies point out that for returned products to be resalable, their packaging must not be damaged and the products must be returned in their original condition. Furthermore, returned products often have to be sold at lower prices, which reduces profitability.

PRODUCT DESCRIPTIONS SHOULD BE EXPRESSED IN DETAIL

Sector experts suggest that companies should make product descriptions more detailed, use better visuals, and provide customers with accurate size and feature information to reduce returns. However, it is stated that ultimately, return policies must be balanced in a way that satisfies both the consumer and the seller.

"OUR DAILY LOSS FROM SHIPPING IS TEN THOUSAND LIRA"

Tuğba Ulusan, the owner of an e-commerce company, stated in her explanation to an İHA reporter, "We are a women's clothing brand, but I want to talk about the difficulties we face in e-commerce. Especially regarding the shipping part. We ship an average of five hundred thousand packages daily. About ten percent of these packages are returned to us. That is, packages that our customers never even received. Since the lowest shipping fees currently start at 100 lira, our average daily loss from shipping is ten thousand lira," she said.

"THE CONSUMER WILL PAY FOR ROUND-TRIP SHIPPING ON RETURNS"

Stating that many e-commerce companies are complaining about returned shipments, Ulusan said, "Actually, I am speaking on behalf of all companies engaged in e-commerce. A law was passed about two years ago stating that 'the consumer will pay for round-trip shipping on returns,' but this has not yet come into effect. As e-commerce companies, we want this law to be implemented as soon as possible."

"EVENING GOWNS ARE WORN AT WEDDINGS AND THEN RETURNED TO US"

Ulusan said, "One of our biggest problems is that there are many products that cannot be returned, such as underwear and jewelry. As clothing companies, we want returns to be abolished for evening gowns as well. Unfortunately, there are bad-faith customers just as there are well-intentioned ones. The evening gowns we send are worn at a wedding that day and then returned to us. They come back smelling of perfume or sweat, and we also have to bear the cost of dry cleaning for these items."

"SHIPPING BAGS ARRIVE TORN"

Expressing that returned shipments also harm nature, Ulusan said, "Because when our boxes return, they are torn. Shipping bags arrive torn, and these cannot be recycled. As e-commerce companies, we foresee and expect that what is necessary will be done in this regard."

"I AM NOT IN FAVOR OF RETURNS"

A consumer said, "I do not find it ethical to return items. After all, size measurements are provided there. We are also causing harm to the other party. I am not in favor of returns. I return items very rarely."