Canada Post on E-commerce Returns: Simplicity Rules the Day

Published on January 4, 2022
Written by
Filed under Shipping News
Read time 3 Minutes

How you choose to handle e-commerce returns can be the difference between a sale and an abandoned cart. We don’t say that to scare you but for too long, online businesses have shied away from returns. You can read why we think that’s a bad idea here. These opinions weren’t crafted in a vacuum—we’ve relied on UPS’s Pulse of the Online Shopper, numerous studios, and ShipStation user feedback.

Simply put, embracing simple returns means better brand exposure, more sales, and happier customers. But we aren’t the only ones thinking like this.

To give you a wider look at e-commerce returns, our friends at Canada Post shared some of their research with us. They spoke to more than 6,000 Canadian online shoppers in 2016, answering questions like:

  • How does a returns policy and process impact your likelihood of completing a purchase and coming back to the store?
  • What does your ideal returns policy and process look like?
  • In what scenarios are you willing to share or cover the cost of a return with the merchant?

So what did Canada Post find? Here’s a small taste:

When a customer sees an obstacle-free path to returning a product(s) to you, their perception of the overall returns experience starts on a positive note. Aim to remove any barriers your customer could face, and have minimal restrictions, rules or fine print to achieve a simple returns process.

Simplicity rules the day, folks. Breaking down the barriers between your customers and e-commerce returns is precisely what online shoppers want. And if you want to read more about what Canada Post learned and see what their recipe for a great returns policy looks like, all you need to do is click here to read the white paper.

Returns can be one of your biggest assets. Set yourself apart from the competition with a simple, customer-friendly policy and you stand to keep customers coming back.

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Written by


I'm Joey, ShipStation's Content & Social Media Coordinator. I spent over a year on ShipStation's Support team which has given me great insight into our product and our customers. Outside of work, you'll find me writing, getting into one of Austin's great microbrews, or relaxing on a trail with my mutt.

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