How to reduce return costs in cross-border e-commerce?

Returns: an underestimated cost driver in global expansion

According to data from Alsendo’s industry report, 48% of e-commerce businesses identify return management as one of the key benefits of implementing IT solutions. This indicates that nearly half of the market recognizes the operational and customer experience value of a well-designed, automated return process. Yet before such systems are implemented, businesses face a series of hidden challenges that can significantly impact profitability and resource allocation.

Lack of transparency for the customer

Unclear or overly complex return processes are one of the most common reasons customers abandon repeat purchases. If buyers are unsure how to initiate a return or face impractical instructions (such as downloadable PDFs and manual form-filling), the likelihood of dissatisfaction grows.

Alsendo’s solution: An intuitive, multilingual online return form allows customers to initiate a return in just a few steps, without needing to contact customer support.

High operational resource Involvement

Manual return processing burdens teams with repetitive, low-value tasks like responding to status inquiries or guiding return procedures. This reduces the organisation’s ability to allocate resources toward strategic areas such as customer retention, product development, or expansion planning.

Alsendo’s solution: automated return systems handle label generation, email notifications, and real-time tracking updates, streamlining the workload for customer service and operations teams.

Lack of standardized logistics processes

Cross-border returns often suffer from inconsistencies: different courier systems, limited local drop-off points, and manual parcel handling. These issues increase the risk of errors, delays, and lost packages, undermining both logistics performance and customer confidence.

Alsendo’s solution: returns are processed through a robust network of over 250,000 PUDO points across Europe, with integrations to local carriers, improving predictability and logistical control.

Unpredictable return costs

When the cost of processing a single return exceeds the product’s value, it puts profitability at risk, especially at scale. Without optimisation, this area becomes a significant cost center in the cross-border model.

Alsendo’s solution: localized return handling, optimised logistics routes, and process automation directly reduce return-related costs, freeing up time and budget for core business priorities.

Loss of customer lifetime value and brand trust

Poor return experiences erode trust and reduce the likelihood of repeat purchases. In a competitive e-commerce environment, a subpar return journey can cost more than a failed marketing campaign.

Alsendo’s solution: a transparent, user-friendly return process ensures customers feel supported throughout the post-purchase journey, resulting in higher retention and improved satisfaction ratings.

Operational benefits of return automation

Implementing an automated return model, such as the one offered by Alsendo Business Pro, brings measurable improvements across key operational metrics:

• Faster return processing times – automation and local infrastructure reduce turnaround from initiation to completion.
• Lower operational costs – less manual intervention, optimised logistics flows, and efficient resource allocation lead to cost savings.
• Reduced pressure on customer support – automated communication and self-service tools minimize the volume of support requests.
• Enhanced customer experience – a seamless, predictable return process builds trust and long-term loyalty.
• Greater process transparency – both retailers and customers gain visibility into every step of the return journey, improving accountability and reporting.

In mature e-commerce organisations, return management is increasingly viewed not as a cost, but as a strategic investment in customer experience and long-term brand value. An effective, automated, and transparent returns process minimizes friction, improves operational resilience, and enhances competitiveness in cross-border commerce.

Solutions like Alsendo Business Pro, which combine technology, local logistics infrastructure, and standardized workflows, are becoming a benchmark for businesses aiming to scale internationally without compromising service quality. 

Discover how to automate international returns

Alsendo solutions

Source:

1.  Raport Alsendo 2025: Wsparcie IT w logistyce, marketingu i obsłudze klienta w e-commerce

Adam Zając
Cross-border Director

At Alsendo, he is responsible for the development of international services, building partnerships, and managing sales. He has been active in the e-commerce and CEP industries since 2014, specializing in urban logistics (same-day delivery) as well as domestic and international transport. He gained key experience in cross-border e-commerce at Packeta, where he worked with both small online stores beginning their international expansion and the largest Polish and German e-commerce brands. This experience taught him the importance of proper preparation and a well-defined growth strategy already at the planning stage — to avoid costly mistakes.