A complete guide to handling returns on cross-border e-commerce platforms: from cause analysis to solutions

In today’s globalized market environment, more and more consumers choose to purchase goods on cross-border platforms. However, no matter whether it is a domestic e-commerce company or an international e-commerce company, returns cannot be completely avoided. Returns not only cause headaches for sellers, but may also affect the reputation of the platform. This article will explore the main reasons for returns on cross-border e-commerce platforms and how to deal with them.

Analysis of reasons for returns

There are various reasons for returns, which can be analyzed from the perspective of consumers and sellers:

• Consumer aspect: Mainly includes buying the wrong product, filling in the wrong address or simply changing your mind.
• Seller side: Common problems include shipping delays, product quality issues, or unsatisfactory service.

Steps to process returns

Submit a return request

When consumers decide to return goods, they must submit a formal return application on the cross-border e-commerce platform and explain in detail the reasons for the return. After the platform receives the application, it will be forwarded to the seller for processing.

Seller response and negotiation

Agree to return

If the seller agrees to the return request, it needs to negotiate with the buyer about the specific return process, such as whether the goods need to be returned, the return address, etc. For some low-value goods, considering that the return cost may be higher than the value of the goods themselves, sellers may choose to give up recycling directly and instead allow consumers to keep the goods.

Do not agree to return

When the seller refuses to return the product, the platform will intervene in mediation and make a final ruling based on relevant rules. It is worth noting that some special categories, such as fresh food, are usually not allowed to be returned due to short shelf life and other reasons.

Handling under special circumstances

• Return before goods are received

  • If the order has not been shipped, you can cancel the order directly and get a refund.
  • For orders that have been shipped, the buyer needs to be informed before applying for return after receiving the goods.

• Return after goods have been received

  • On the premise of ensuring that the product is intact and does not affect secondary sales, the seller should provide a return address and guide the buyer to correctly fill in the return order number.

Challenges and Countermeasures for Overseas Returns

Because cross-border transactions involve international shipping, the return process is more complex and costly. In response to this problem, some sellers have adopted the following strategies:

• Directly give up recycling: For low-value goods, considering the high cost of returns, sellers may choose to give up recycling to reduce losses.
• Use overseas warehouses: For high-value goods or bulk returns, setting up overseas warehouses can help handle returns, including repackaging for resale or localized processing.

Through the above analysis, it can be seen that handling cross-border e-commerce returns is not easy, but through reasonable communication and planning, losses can be effectively reduced and good customer relationships can be maintained.