Steps to reduce customer

damaged returns
Zalando
What is Customer Damaged?

 If the item is returned to seller in a different condition, it will be classified as ‘Customer

Damaged’. This could be a result of shrink wrap missing or seal on the retail package
being opened. It does not necessarily mean the product itself is damaged it simply means it
cannot be resold to another buyer in its current condition.
Steps

 1. Create quality culture and CI mindset in supply chain- Utilize analytical metrics to
track the quality issues, work with supplier to perform RCA and CAP based on factual data
then improve process and minimize repetitive quality issues
 2. Efficient Quality Control at Warehouses/Touchpoints- Again use data of previous
seasons returns and online customer feedback, develop efficient process and quality team
who have experience in product quality control, perform random final inspections of
critical styles and make KPIs
Steps

 3. Improving sizing chart- Up to 30% of all online clothing purchases are returned,
according to a commerce Return study. This type of return can be reduced by providing
shoppers with detailed information about product sizes. A study found that 41% of online
shoppers bought more than one size or variation of an item with the intent of returning a
portion of their purchase.
Steps

 4. Provide better (and more) product information- Some retailers are improving product
pages by providing the featured model’s measurements and the size of the items being
shown. For non-clothing items, retailers are offering more product photos, including 360-
degree views, videos, and augmented reality to help customers visualize products.
 5. Reduce return time- To combat suspicious refunds, some retailers have shortened the
amount of time they allow consumers to make a return. A shorter return time also reduces
retailer uncertainty around inventory forecasting and budgets, as consumers often wait
until the last minute to return items.
 Steps

 6. An Airtight Return Policy for Damaged Products- A good return policy is a must. That’s why before we start shipping, we
need to think about how we will handle shipping damage. The policy should be mutually beneficial for both we and our customers.
Some companies take an overly strict stance on returns. For example, Amazon bans serial returners from the platform. But, a
defective product return policy should carefully differentiate between genuine returns and fraudulent claims

Ensure shoppers understand and are informed

about your return policy, we can:
discuss our policy during checkout.

Print the details of policy on printed receipts.

Include refund and exchange details in transaction emails.

Display signage with your policy details in-store.

Steps

 7. Packing Properly - This is the one of the most important thing to do. The box is the right
size for the item, and that it can protect it securely.
 8. Invest in Good Packing Materials- Even if we are choosing affordable options, we
should be sure that our packing materials are of good quality. This will decrease the chances
of items being battered while in transit
Steps

 9. Run Some Tests on Master Cartons- It might be worth doing an edge crush test on
your packages. This will help us to figure out how much weight the package can bear
while being loaded and stacked during shipping. 
 10. A Reliable Courier Partner- There are hundreds of shipping services available and it
can be tricky to choose one. We’ll need to pick one that is known to be reliable in dealing
with goods. The best couriers even offer special handling for products
Steps

 11. Offer Exchange Instead of Returns-Offering credit or exchange instead of returns

will help us to identify real claims from serial returners. This type of policy will encourage
sales and impulse buying without the need for you to deal with the headache of returns. We
should also limit the number of times a customer can exchange an item so that you aren’t
stuck in an endless loop.
 12. Clear descriptions and good communication & Customer Service can be an
Important Preventive Measure- It’s always crucial to stay in touch with our customers.
Clear communication during the pre-purchase and buying processes can minimize any
problems later on. That’s why it’s important to have detailed product descriptions and
images and spell out our return and exchange policy.
Steps

 13. Set an Appropriate Timeline For Returns- Setting a time limit on returns can help
minimize the number of returns we have to deal with and will help us filter genuine cases
from fraudulent ones. For example, our return policy can state that returns have to be made
within one month of the purchase date.

 14. Always Ask for the Item and Packing- It is always important that we get our
customers to return defective or broken products and the original packaging. We should
mention this in your damaged goods return policy as a mandatory condition for exchange
or return. This can help us to ensure that the claim is genuine and assist in finding out
exactly where in the post-purchase process the damage occurred.