Guides

Reduce returns with cash on delivery

A parcel that comes back costs twice: the delivery out and back, and a product blocked for days. Each delivered order counts, so the delivery rate is the figure to watch.

Why parcels come back

• The customer cannot be reached when the courier calls.
• The customer changed their mind, or ordered on impulse.
• The address is incomplete or wrong.
• The delivery took too long.
• The product does not look like the photo, or the total price was not clear.

Five habits that bring more parcels to the customer

1. Confirm every order by phone before shipping it: Fulfiller's call centre does it for you.
2. Ask for a full address with a landmark, and a second phone number.
3. Show real photos, and the full price with the delivery.
4. Ship fast once the order is confirmed.
5. Look at the refused parcels: call back, understand why, and fix what you can.

Read your figures

Your space shows, for each period, the orders confirmed, delivered and returned. Compare products and sources: a product or an ad that brings many returns costs more than it earns.