In eCommerce, returns aren’t just inevitable—they're a defining part of the customer experience. Done right, they’re not a problem—they’re an opportunity.
A smart, seamless returns process can build trust, boost loyalty, and even drive profitability. In fact, how you handle returns—before and after the sale—can set your brand apart and give you a real competitive edge.
According to research conducted by Whistl, returns in the UK eCommerce sector reached £4.2 billion in 2023. And, according to the National Retail Federation and Happy Returns, the average eCommerce return rate hit 16.9% in 2024, with some retailers seeing returns as high as 30%. And the cost to the business involved? Anywhere from 20% to 65% of the item's original value.
That’s why efficiency matters.
Why a Smooth Returns Process Matters for Your Business
The challenge arises when there is a gap between consumer expectations and business practices. For many shoppers, a generous return policy is crucial to their purchasing choices, with 76% considering free returns an essential factor in their shopping decisions.
However, returns incur costs for your business in terms of money, logistical support, and staffing. A large volume of returns can significantly impact revenue and supply chain operations. Nonetheless, retailers find themselves in a difficult position because 67% of customers report they would hesitate to make future purchases from a company after a negative return experience.
Returns, then, encompass more than just logistics; they represent a pivotal moment in your customer’s experience. A smooth, hassle-free return not only builds trust and encourages repeat purchases but also provides many additional benefits:
- Customer Satisfaction & Loyalty
A quick, easy return experience shows customers they’re valued—leading to stronger loyalty and repeat sales. - Trust & Transparency
Clear, accessible returns policies reduce uncertainty and make customers more confident in their buying decisions. - Positive Brand Image
Excellent returns handling boosts your reputation and turns one-time buyers into brand advocates. - Reduced Customer Effort
A streamlined system makes returns effortless, increasing customer retention and satisfaction.
- Product Feedback Loop
Returns data reveals patterns in product defects, sizing issues, or buyer preferences—helping you improve over time. - Operational Efficiency
Well-structured returns processes enhance inventory accuracy, lower costs, and reduce admin burden. - Sales Uplift
Shoppers are more likely to convert when they know they can return items easily, making a good returns policy a sales tool. - Minimised Negative Feedback
A smooth process can turn a potential complaint into a five-star review. - Lower Support Volume
Clear communication and easy-to-navigate processes reduce customer queries, freeing up your inbound contact centre team to handle more complex needs.
Many fast-growing businesses struggle to manage returns efficiently—especially when their systems haven’t kept up with rising sales. This may lead to delays or poor customer communication, resulting in frustration, negative reviews, and increased pressure on your customer service team.
That’s where Dawleys comes in. At Dawleys, we help businesses take the pain out of returns—turning a costly challenge into a powerful driver of customer satisfaction, brand loyalty, and operational success.
How Dawleys Helps Streamline Your Returns
We have a specialised return handling department to manage order fulfilment services, including inspection, restocking, and processing of returned items as needed. This means we can deliver comprehensive, scalable solutions tailored to your business and brand. Furthermore, we offer;
Integrated Returns & Fulfilment Services
From pick and pack to restocking and resale preparation, we provide a complete, end-to-end solution for online order fulfilment and returns. Our team handles every stage of the process including careful product inspection, secure packaging, accurate labelling, and timely returns processing, so you can focus on growing your business. By streamlining both outbound and inbound logistics, we remove the operational headaches from your workflow, reduce turnaround times, and ensure your customers enjoy a smooth, stress-free experience from purchase to potential return.
Responsive Customer Support
Our inbound contact centre is ready to support your customers across phone, email, and live chat, providing quick, professional assistance at every stage of their journey. From answering enquiries and resolving issues to guiding customers through complex processes, our trained team acts as an extension of your business. We combine friendly, knowledgeable service with efficient response times to ensure every customer interaction leaves a positive impression and builds long-term loyalty.
Proactive Communication
Through our outbound contact centre services, we proactively update customers on the status of their returns, providing clear and timely information that keeps them informed and reassured. By reaching out directly, we help manage expectations, answer potential questions before they arise, and prevent frustration. This proactive approach not only reduces the volume of inbound calls and emails but also minimises negative feedback on social media, helping to protect your brand reputation and maintain customer trust.
Tailored to Your Brand
Our trained Brand Ambassadors represent your company with the same care, professionalism, and consistency you expect from your own team. Every interaction is handled with attention to detail, ensuring that your tone of voice, service standards, and brand values are reflected at every touchpoint. Whether speaking with customers over the phone, responding to emails, or engaging via live chat, our ambassadors act as a seamless extension of your business, building trust, strengthening relationships, and leaving a lasting positive impression.
Scalable & Cost-Effective
Whether you are managing short-term seasonal peaks or preparing for sustained long-term growth, our customer service outsourcing and inventory management solutions adapt to your needs with ease. We provide the people, processes, and technology required to expand your capacity without the delays, costs, or risks associated with internal hiring or building new infrastructure. This flexible approach means you can respond quickly to market changes, maintain service quality during high-demand periods, and keep your operations running smoothly while focusing your internal resources on driving business success.
Ready to Take the Pain Out of Returns
Your returns process speaks volumes about your brand. When things go wrong, it’s your chance to get it right—and leave a lasting impression. With Dawleys, you deliver a high-quality, on-brand experience every time, from the packaging to the tone of voice.
Our tailored contact centre solutions and returns management services are designed to reduce the burden on your internal teams while elevating your customer service. So, if you're facing growing return volumes, patchy processes, or pressure on internal resources—it’s time for a better way.
Allow Dawleys to manage the returns, enabling you to concentrate on what truly matters: building your brand, delighting customers, and driving results.
Ready to turn returns into a competitive edge?