DHL returns: turn returns into a success factor

Let DHL returns make your life easier. Returns feel like a nuisance and create work, no question, but they're an important part of online retail. With professional, automated returns management, that burden becomes a success factor for your business. Here's how strong carriers and Sendcloud take your returns to a new level.

Did you know? Studies suggest around 16% of delivered parcels are returned. Fashion tops the list, where clothing and shoe sellers can expect a return rate near 46%, while media, electronics, and books are much lower. So benchmarks vary by category, often driven by the products themselves: a T-shirt has to be tried on, while a book can be judged by its cover.

Why are items returned?

There are many reasons, on both the retailer and customer side:

What is the return rate?

The return rate is a key tool for analyzing returns, showing the ratio of returns to goods and goods value, and helping you gauge where your returns management stands. There are three variants: the alpha return rate (returned parcels vs. parcels shipped), the beta return rate (returned items vs. items shipped), and the gamma return rate (the value of returned goods).

What goals can you pursue?

Returns management can be aimed at two goals: prioritizing cost or prioritizing customers. A cost-effective approach focuses on legally compliant return conditions, low return costs, and paid returns; a customer-friendly approach focuses on comprehensive service, tolerant and transparent conditions, and free returns.

Our tips for DHL returns

• Avoid returns where possible: the better-informed the purchase decision, the less likely a return due to wrong expectations.

• Communicate clear policies: clear return guidelines create transparency, build trust, and reduce misunderstandings.

• Learn from the big players: look at how large retailers keep returns simple and uncomplicated.

A strong partner: DHL returns

As with shipping, the carrier is an important returns partner, so there's plenty of room to optimize. DHL is globally connected thanks to DHL Express and offers easy access to its many services, with customers able to drop parcels at many DHL points. You can enclose the return label with the goods or offer it via a returns portal to print.

Choosing DHL return options

A very convenient method is an enclosed label you integrate into your logistics system. Combined with a wide network of drop-off points and parcel lockers, this makes returns more customer-friendly and speeds up the flow of goods back to you. Alternatively, you can offer pickup, where the courier brings the label and the customer sets the pickup window. Offering DHL returns online on your website lowers process costs compared with handling them through customer service. You can also offer the modern Mobile Returns feature, where DHL prints the label for your customer, and combine returns with other DHL services like GoGreen, bulky goods, or single pickup.

National DHL return options at a glance

• DHL Returns: the return label is created with the shipping label and enclosed

• DHL Returns Online: directly online by the customer or your customer service

• DHL Mobile Returns: DHL prints the label for your customer

All DHL returns, whether parcel or Warenpost, can be dropped at an outlet, with the courier, or around the clock at a parcel locker.

International returns

Businesses with orders from abroad benefit especially from an attractive returns offer, since free returns aren't standard everywhere and can be a clear competitive advantage. Leading carriers like DHL offer 85,000 drop-off points across 28 countries. Pair that with a returns portal in your customers' languages, and you smooth many steps in the process.

Analytics dashboard

Sendcloud's analytics dashboard gives you an overview of your shipments, filterable by period, country, and other factors. Seeing unusually many returns from one country? Maybe the size description needs adjusting. Only when you generate data can you draw the right conclusions and improve your returns strategy.

Internationalization at the push of a button

Sendcloud's returns software is internationally scalable, with translations and customizable options for everything you need, plus tracking emails in your customers' languages to avoid misunderstandings. With a Europe-wide partner like DHL, you're well set for cross-border returns.

We make returns easier

Returns don't mean the goods were bad, and good returns management is homework for every online store, whatever its size. Because the process is always similar, there's a lot of potential in automation. You can reduce unnecessary returns up front with well-maintained content and clear product information that sets realistic expectations, but you can never eliminate returns entirely, since they're part of online retail. With a strong partner like DHL and Sendcloud's tools, you can turn returns into a practical learning opportunity. Want to find out more about how Sendcloud works with DHL, or start shipping with DHL? Visit our DHL carrier page.