How are returns from abroad processed?

A return from Belgium or Germany goes through exactly the same steps in the warehouse as a return from the Netherlands: receipt, inspection, assessment, and either restocking or setting aside. The difference lies in the process leading up to the package arriving at the warehouse—how it gets there—and afterward—what it costs you.

The return address determines the convenience

If you ship to your international customers at a Dutch address, they’ll pay more and be less likely to make a purchase. A local return address lowers that barrier but adds another step to the process. Which option works better depends on your return rate and your order volume per country—and that’s exactly the conversation you’ll want to have in advance.

The trip back takes longer

With international returns, there are more days between the time your customer drops off the package and the time the item is back in your inventory and ready for sale. Keep this in mind when tracking your inventory levels: you can’t sell an item that’s still in transit.

The rating remains the same

Whether an item is eligible for resale is determined in the warehouse based on the instructions you have provided. These instructions apply to all returns, regardless of where they come from. Therefore, you do not need to create a separate policy for international returns.

Agree on who pays for what

Shipping costs for international returns add up faster than for domestic returns. Decide whether you’ll cover those costs yourself, pass them on to the customer, or handle them differently depending on the country. If you don’t, you won’t find out until the first invoice arrives.

What to Include on Your Website

Within the EU, consumer rights apply that govern your return policy. Make sure your return policies are accurate for each country and available in your customers’ language. That’s your responsibility and is separate from what the warehouse does.

What You Can Get Out of It

Returns from a country where the return rate is significantly higher than your average usually indicate an issue with the product information or sizing on your site. Review the reasons for returns by country before you start tweaking your logistics. There’s often more to be gained there.

How this relates to your domestic returns

Returns from abroad go through the same chain as those from the Netherlands. That means that an improvement in your returns process benefits both sides, and that unclear instructions will also have negative consequences on both sides. So set up your process properly once—rather than separately for each country—and only then assess whether a particular country exhibits different behavior.