QR Codes vs. Return Labels – Which is More Convenient for the Customer?

The purchasing process doesn’t end when the customer receives their package. For many consumers, the return policy is the deciding factor in building brand trust. The most commonly chosen solutions are paper return labels and label-less returns using a QR code. Which solution is more cost-effective for your business and more convenient for the buyer?

Did Europe and Poland Really Fall in Love with QR Codes?

QR codes have come a long way—from a marketing novelty to a technological standard. Data shows that Poland and Europe are among the regions with the highest levels of mobile technology adoption.

According to market reports (e.g., Gemius for e-commerce), Polish consumers value flexibility and speed above all else. The popularity of Paczkomat® InPost and PUDO (Pick Up Drop Off) points has accustomed Poles to handling parcels via smartphone. On a European scale, this trend is equally strong; markets like Germany and the UK are dynamically shifting away from home printers in favor of scanning codes at drop-off points. For the “mobile-first” customer, a QR code is a natural choice, as it increases convenience through quick access to return information.

Do You Include a Ready-Made Return Label in the Package? Check if it’s Still the Best Strategy

The traditional approach, often used by fashion giants (like Zalando in its early stages of growth), involves placing a ready-made, self-adhesive return label inside every box.

This solution provides maximum comfort and convenience. The customer doesn’t have to generate anything, log into a system, or own a printer. They simply stick the label on the box and dispatch the package. This is especially appreciated by older generations of consumers and in premium sectors, where every second saved by the customer counts.

However, it has its drawbacks:

• The risk of the customer losing the label (which generates inquiries to Customer Service).
• The need to physically visit a specific carrier point indicated on the label.

Focusing on Innovation? Discover Label-Less Returns and QR Codes

Label-less returns are a process where the customer requests a return online and receives a QR code or a numeric code in exchange.

How does it look in practice?

1. The customer fills out a return form on the store’s website.
2. They receive a QR code via email or in an app.
3. They go to a drop-off point (e.g., Żabka, a gas station, a parcel locker) and show the code to an employee or scan it at the machine.
4. The label is printed on the spot by the carrier, or isn’t required at all (the system identifies the parcel digitally).

Why do customers choose this solution?

• No need to own a printer – this is the most common barrier for online-generated returns (printable PDFs).
• Convenience – we always have our phones with us.
• Speed – the drop-off process takes just a few seconds.

Which Solution is More Effective in Building Customer Loyalty?

There is no single, universal answer—everything depends on the specifics of your target group. However, it is becoming increasingly clear that digital or hybrid solutions are gaining the upper hand. Customers want the ability to choose and tailor the return process to their own needs.

Analyzing both approaches from a Customer Experience (CX) perspective, several key differences emerge:

• Accessibility: A paper label is a simple and intuitive solution, but QR codes entirely eliminate the problem of not having access to a printer or consumables.
• Ecology: The growing environmental awareness among consumers means that printing labels—which in most cases go unused—is often perceived as an unjustified waste of resources.
• Flexibility: A QR code can be generated at any moment during the return process, whereas a paper label requires advance preparation and physical delivery to the customer.

How Much Do Different Return Models Cost?

From a business perspective, the choice of return method has a direct impact on margins and operational costs. The differences here are significant.

Costs of Printed Labels Included in the Package

• Wasted material: You pay for thermal paper and printing for every single order, regardless of whether a return actually occurs. With a low return rate, this is a pure loss.
• Warehouse operations: An employee must print and insert the correct label into the correct package—this requires additional time and introduces the risk of human error.

Costs of Digital Returns (QR)

• Pay-per-use: The cost is usually generated only when the customer actually requests a return.
• Automation: The system generates the data itself, which takes the load off the customer service department.

Summarizing the cost aspect, digital solutions in the area of returns allow for:

• Reducing costs associated with printing advance labels.
• Obtaining information about a planned return earlier, even before the physical package reaches the warehouse.
• Flexible management of return logistics, including redirecting the parcel to a different warehouse location in real-time.

Automate Returns with Alsendo and Give Your Customers a Real Choice

Modern e-commerce doesn’t have to be limited to a single return handling model. You can flexibly adapt the process to the needs of your business and your customers’ expectations—automation plays a key role here.

At Alsendo, we look at logistics more broadly than just through the lens of shipping. Efficient reverse logistics is an integral part of the shopping experience. Our system enables convenient return management in a single reporting dashboard: Innoship.

Why is it Worth Handling Returns with the Innoship Returns Module?

• Flexible and automated return handling – support for partial and international returns, along with automatic carrier selection, simplifies operations across multiple markets, reduces logistical errors, and helps lower return costs.
• Customer convenience – simple and intuitive returns increase trust in the store and positively impact purchasing decisions.
• Time savings and effective cost control – all statuses, data, and costs associated with shipments and returns are available directly in the Innoship Returns Module.

Don’t let a complex return process become a barrier to repeat purchases. Check out how our platform can streamline logistics in your store and elevate your customer service standards.

Sources:

• https://www.een.org.pl/storage/publications/pdf/ebookIT_final_05_11.2025.pdf
• https://www.een.org.pl/storage/publications/pdf/ebookIT_final_05_11.2025.pdf

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