Returns in international e-commerce: How to streamline the process and retain customers

In modern e-commerce, high-quality customer service is a key factor in customer retention and loyalty. Providing a simple and transparent process for returning goods from international markets is not just a necessity, but a powerful tool for increasing sales.

Studies show that more than 57% of shoppers check a return policy before making a purchase. For Ukrainian businesses actively exporting to the USA and the EU, setting up international returns is one of the biggest challenges due to high costs, time constraints, and the complexity of customs procedures.

In this article, you will learn how to build an effective international e-commerce returns system and how GlobalPost helps businesses optimize this process.

Main challenges of international returns for exporters

Unlike domestic returns, the international process involves significant financial, logistical, and customs barriers.

• High cost of return air shipping. Sending a single item back to Ukraine from the USA or the EU via express delivery often costs more than the product itself. This makes the process economically unfeasible, especially for small and medium-sized businesses.
• Complex customs clearance and the risk of double taxation. Returned goods (re-export) can theoretically be exempt from repeated customs duties. However, this requires perfectly prepared documents confirming their initial export from Ukraine (temporary import/export procedures). Any mistake leads to unexpected costs and delays.
• Customer inconvenience and waiting time. Most international customers are used to free and simple returns via local postal services. Requiring complex customs procedures will inevitably result in negative reviews and loss of loyalty.

Key steps to building an effective returns system

A reliable international returns process is based on transparency and efficient logistics support.

1. Transparency of the return policy
The policy should be clear, easily accessible, and easy to understand.

• Timeframes: Specify the return period (e.g. 30 days) and conditions (product condition).
• Cost responsibility: Clearly define who covers the return shipping costs — you (to increase loyalty) or the customer.
• Procedure: Provide customers with simple instructions, including a ready-to-use form or QR code for shipping.
• A list of items that are not eligible for return.

2. Logistics optimization through consolidation

• Using a local partner warehouse (EU/USA): Establish cooperation with a fulfillment center that can receive returns. Having a local return address in the USA or the EU significantly increases customer trust.
• Accumulation and consolidation: The partner collects returns over a certain period. Once a sufficient quantity is accumulated (a commercial shipment), the goods are sent back to Ukraine as a single commercial batch via a logistics operator. This is much cheaper and more efficient than shipping each return individually.
• Local resale: If the fulfillment partner provides this service, they can not only receive returns but also resell the goods locally, allowing you to avoid shipping them back to Ukraine.

3. Proper customs clearance
If you ship goods from Ukraine and plan to return them in case of customer refusal, customs documents must clearly indicate re-export — this helps avoid repeated duties. This approach makes sense only for expensive and high-margin products, as returning low-value items is usually economically impractical.

4. Speed and communication
Fast return processing is a key factor in repeat purchases. Refund customers immediately after inspection at the partner warehouse — this significantly increases trust.

GlobalPost: your reliable partner in international logistics

For Ukrainian e-commerce projects seeking to optimize the returns process, GlobalPost is a reliable partner that provides flexibility, speed, and expertise.

• Comprehensive e-commerce solutions: We deliver shipments to your fulfillment partners’ warehouses in the EU and the USA.
• Customs support: Our manager will help properly prepare documents and answer all related questions.
• Tracking: Full visibility of all shipments at every stage. You can track your shipment on our website via the link.
• Return delivery: If needed, we organize fast and reliable return shipping.
• Consolidation service: We also offer return consolidation at our warehouse in the EU. You can accumulate returns over a certain period and ship them back to Ukraine as a single commercial batch — this is significantly cheaper and more efficient than sending each return individually.

You can learn more about our services for business and e-commerce via the link.

Conclusion

Returns are an important tool for improving service quality and building customer trust in international e-commerce. A well-structured policy, transparent processes, and clear communication help reduce costs and increase customer loyalty. In partnership with GlobalPost, returns can become your competitive advantage — a clear, manageable, and cost-effective part of the business process that supports stable growth and scaling of your online store.