Returns Management: The UX Choice That Paid Off Huge

Rishabh Sharma 3 min readJune 16, 2024

Fear of returns hurts conversion

Hard return policies reduce upstream conversion more than they save on return costs. The math favors easy returns almost always.

Switched to 90-day returns, self-service return portal, free return shipping. Conversion up 12%. Return rate up 2%. Net profit up.

Customer initiates return online, prints label, drops off. No email chain, no CS interaction. Like Amazon.

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