---
title: "International Returns in E-Commerce: Challenges, Solutions and Trends for 2026"
description: "Handle international returns efficiently: challenges, solutions and 2026 trends in cross-border returns management for online retailers. Find out more."
image: https://mag.exporto.de/hubfs/internationale-retouren-featured-1200x630.jpg
---

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###### [Author Katharina Knoop](https://mag.exporto.de/en/author/katharina-knoop)

- ###### 17 min read

- ###### Oct 8, 2026,

# International Returns in E-Commerce: Challenges, Solutions and Trends for 2026

## Effective returns management is essential for success in international e-commerce. In this article, we explain the challenges returns pose for online retailers, where trends are heading in the coming years and how end-to-end solutions such as exporto support returns management.

![](https://mag.exporto.de/hs-fs/hubfs/internationale-retouren-featured-1200x630.jpg?height=420&name=internationale-retouren-featured-1200x630.jpg)

International returns can be managed efficiently when returned items are handled locally in the destination market, recorded through standardised processes and sent back to the original warehouse in consolidated shipments. Local returns centres, familiar carriers, automated processes and central data management reduce the operational workload. Full-service providers such as exporto also integrate these processes with shipping, tracking and customs and tax handling, so retailers can manage their cross-border processes across several European markets from one place.

## **What is returns management?**

Returns management is a key process in e-commerce that deals with the handling of returned products. It covers every step required to process goods sent back by customers. This includes communicating a clear returns policy, receiving the returned items, inspecting and processing them, deciding on a refund or replacement, and restocking or disposing of the products.

## **Why is good returns management important in international e-commerce?**

According to the DPD E-Shopper Barometer 2025, 80 per cent of people in Switzerland now shop online at least once a month. In Germany, 86 per cent of 16- to 74-year-olds stated in 2025 that they had shopped online. This widespread adoption of online shopping shows why efficient returns processes play a central operational and financial role for retailers.

Recent figures from Switzerland also show that in 2025, 36 per cent of Swiss online shoppers returned the last parcel they had ordered online. According to the Swiss E-Commerce Sentiment Barometer 2026, the design of the returns process matters too: 85 per cent of respondents value clear return conditions, and just as many value the option of free returns.

A straightforward returns process also influences whether customers order from a retailer again. A recent study by KPMG and EHI shows that 36.6 per cent of respondents did not shop with the same retailer again after a negative returns experience.

From a retailer’s perspective, too, there are several reasons for simple and transparent returns processes:

- **Impact on customer loyalty and satisfaction:** An efficient, customer-friendly returns process can have a positive effect on customer satisfaction and the likelihood of repeat purchases. In international e-commerce in particular, customers expect transparent return conditions, easy return options and, depending on the market, free returns.
- **Impact on company reputation:** Smooth returns management helps strengthen customers’ trust in the brand and encourages loyalty. When customers can easily send back items they have ordered, they are more likely to share positive experiences and leave good reviews. This improves the shop’s image and can become a competitive advantage.
- **Costs and profitability:** Effective returns management helps reduce the costs associated with returns. High return rates in online retail can erode profitability, as they lead to additional logistics and handling costs. Returned goods also lose value or cannot be resold at all. This puts pressure on a company’s cash flow and resources.

By optimising their returns process, retailers can save valuable time, staff resources and costs. They also strengthen their reputation and are more likely to retain customers in the long term.

## **How does returns management work in cross-border shipping?**

In cross-border returns management, returns from international destination markets are received and processed locally, then sent back to the retailer in consolidated shipments. Depending on the market, customs and tax processes, local return options and differing customer expectations also need to be taken into account. Central control helps reduce manual work and creates transparency across the entire returns process.

Returns are an inherent part of e-commerce, yet many online retailers regard them as a burden. They become particularly challenging when retailers ship internationally: shipping to countries outside the EU, such as Switzerland, the UK or Norway, brings additional customs and tax requirements that make handling returns more complex.

Typical challenges include:

### **Complex customs and tax regulations**

The United Kingdom, Switzerland and Norway each have their own customs and tax regulations, which differ from those of the European Union. For cross-border returns, different procedures and supporting documents therefore apply depending on the market. Under certain conditions, import duties already paid can be reclaimed, or goods may qualify for duty relief on re-importation. Which rules apply depends on the destination country, the original import procedure and the specific return.

We have summarised what you need to know about customs and tax for shipments to and returns from Switzerland in our articles on Swiss VAT 2025 and the changes to Swiss customs regulations in 2024.

You can find the specific rules for the UK in our blog article “Brexit: customs, EORI number, import declaration?”.

### **Higher logistics and shipping costs**

Cross-border returns are often more expensive and time-consuming than domestic returns. The financial burden of returns management remains high for retailers, and issues such as process stability, automation and data quality continue to gain importance.

Longer transport routes and international shipping rates also increase the total cost of the returns process for online retailers. Retailers selling via marketplaces must also take into account each platform’s rules on returns, return periods and potential costs. Depending on the platform and sales model, this can create additional operational requirements and costs.

### **Longer refund times**

Refunds for cross-border returns usually take longer because of the additional logistics steps and customs processing. This affects customer satisfaction, as customers expect fast handling and prompt refunds when shopping internationally, too. In the meantime, retailers are unable to resell the returned goods. Local return and processing workflows, combined with fast digital registration of the return, can help shorten the time to refund.

### **Differing customer expectations**

Different countries, different expectations: customers in Switzerland, the United Kingdom or Scandinavian countries such as Norway have their own expectations of returns and how they are communicated, which may differ from those of customers in the retailer’s home market.

In the UK, for instance, 41 per cent of shoppers abandon an online purchase if free returns are not offered. A further 14 per cent cite a lack of nearby drop-off or locker options as a barrier to buying.

In Switzerland, too, simple and transparent returns are an important part of the customer experience. Alongside clear return conditions and free returns, respondents to the Swiss E-Commerce Sentiment Barometer 2026 also value sustainability: 86 per cent rate reusable shipping packaging as important.

Research by PostNord paints a similar picture in Scandinavia: in Norway, seven out of ten consumers say clear return conditions are important when deciding where to shop.

E-commerce businesses therefore face the challenge of not only communicating their returns processes transparently, but also adapting them to local expectations in each destination market. Familiar carriers, nearby return options and clear processes help make even an international return feel as local and straightforward as possible for customers.

### **![shutterstock\_754665790](https://mag.exporto.de/hs-fs/hubfs/shutterstock_754665790.jpg?width=5000&height=3333&name=shutterstock_754665790.jpg)**

## **How to master cross-border returns management**

Overcoming the challenges of international returns management in e-commerce requires a strategic approach. Below, we have put together some practical tips to help you as an online retailer handle international returns more efficiently and improve the customer experience.

### **Choosing the right solution for cross-border returns**

An efficient solution for cross-border returns should combine local return options and returns centres with standardised processes, central data management and consolidated return shipments. For retailers serving several European markets, a full-service approach also reduces coordination effort, as returns are managed together with shipping, tracking and customs and tax processes rather than in isolation.

exporto combines these processes in one end-to-end solution. Returns are received at national returns centres in each destination market and sent back to the warehouse of your choice in consolidated shipments. At the same time, retailers keep track of their returns via their connected systems and the exporto portal. Returns arrive back at the warehouse within a few working days.

### **Working with local carriers**

Local carriers and familiar return options in each destination market are just as important. Customers can return items with well-known carriers and at nearby drop-off points. This makes returning an international order feel as straightforward as returning a domestic one.

To make this possible, exporto works with established local last-mile carriers in each destination market. In the UK, these include Evri and Royal Mail; in Switzerland, Swiss Post; and in Norway, PostNord. Customers can handle their returns through familiar local channels, while retailers manage the processes centrally via exporto.

Digital and paperless return options can also simplify the process. Return labels can be provided on demand, for example, while QR codes allow items to be returned without a pre-printed label. At the same time, nearby parcel shops and parcel lockers are becoming more important for returns: according to DHL, 75 per cent of European online shoppers use these options to return items.

### **Digitalising and automating returns processes**

The more destination markets and returns a retailer handles, the more important standardised and automated processes become. A returns portal lets customers register returns themselves, while return reasons, status information and other relevant data are recorded centrally. Automatic label creation and continuous data exchange reduce additional manual steps and queries.

With exporto, customers register their return via a returns portal in the shop’s own branding and then drop it off with their preferred local carrier. This gives retailers a centrally managed returns process that can also be scaled across several European destination markets.

### **Communicating returns processes transparently**

Customers should be able to see how a return works before they buy. This includes clear information on return periods, possible costs, available return options and the individual steps of the process. In international e-commerce in particular, transparent and easy-to-understand return conditions build trust and reduce uncertainty before purchase.

### **Analysing returns**

Systematically analyse why customers return items and whether return reasons differ between destination markets. Alongside product features such as size, fit or description, seasonal effects, local buying habits and market-specific expectations can also influence returns behaviour. A central data foundation helps identify these patterns and derive targeted improvements.

EHI’s 2025 study on shipping and returns management shows how important data-driven management has become: 74.6 per cent of retailers record return reasons, 53.8 per cent analyse shipping and product data, and 52.1 per cent already use this data for specific improvements.

### **Reducing the return rate**

The return rate in German B2C e-commerce remains high: according to calculations by the German Returns Management Research Group, almost one in four parcels (around 24 per cent) is returned. For 2024, this amounts to roughly 530 million returned parcels. Based on the available market data, the research group expected an increase to around 550 million for 2025.

Returns are driven by factors such as dissatisfaction with the product, wrong sizes or discrepancies between the product and its online description. By addressing these issues, you can lower your return rate:

- **Product descriptions:** Precise details on size, material, colour and function help customers assess products more realistically before buying. High-quality images and videos can also help reduce misunderstandings and the returns that result from them.
- **Live chat:** Offer a live chat on your website. This allows customers to ask questions and clear up any doubts before buying, which in turn reduces the likelihood of mistaken purchases and returns.
- **Customer reviews:** Display customer reviews on your product pages. This gives potential buyers insight into other customers’ experiences and can help set realistic expectations of the product.

## **Outlook: trends in e-commerce returns management**

Returns management is increasingly moving towards digital, data-driven and more automated processes. Paperless returns via QR code, self-service returns portals, parcel shops and parcel lockers are no longer a vision of the future but already well established. At the same time, the smart use of returns data, efficient reuse of returned goods and regulatory requirements are becoming more important.

Out-of-home returns remain an important part of this development. Recent DHL data shows that 75 per cent of European shoppers return unwanted goods via parcel shops or parcel lockers. For retailers, this means planning local return options as an integral part of their international customer experience.

### **Reuse of returns is gaining regulatory importance**

Beyond efficient return shipping, what happens to returned goods afterwards is also becoming more important. Since 19 July 2026, large companies in the EU have generally been prohibited from destroying unsold clothing, clothing accessories and footwear. The rule is part of the EU Ecodesign Regulation and aims, among other things, to promote reuse and remanufacturing. For retailers, this makes it even more important to inspect, restock, refurbish or otherwise resell returned goods efficiently.

Regardless of regulatory requirements, reusing returns remains an important economic and environmental lever. Retailers can use resources more efficiently, for example through consolidated return shipments, optimised transport routes, appropriately sized packaging and restocking as quickly as possible. What matters is not just the return transport itself, but the entire process until the goods are available for sale again.

## **Managing international returns easily with the right partner**

International returns become complex above all when retailers serve several markets with different carrier structures, customer expectations and customs and tax requirements. That is why the key is a setup that combines local return options with central control and standardised processes.

exporto combines international returns with shipping, local last-mile carriers, tracking and customs and tax processes in one end-to-end solution. Returns are received at national returns centres in each destination market and sent back to the warehouse of your choice in consolidated shipments. This allows returns for German and other European online retailers to be handled locally in each market. Retailers manage their cross-border processes centrally, while customers can use familiar local return options.

As a result, international returns are no longer a time-consuming exception but an integrated part of the cross-border setup.

## **Key questions at a glance:**

### **What is the best solution for cross-border returns in Europe?**

A suitable solution for cross-border returns combines local return options and national returns centres with automated processes, central data transparency and consolidated return shipments. Ideally, returns are also directly linked to shipping, tracking and customs and tax processes. exporto covers these processes in one end-to-end solution for several European destination markets.

### **How can international returns be handled more efficiently?**

International returns become efficient when they are set up to be usable locally, standardised operationally and controlled centrally. The key elements are a clear self-service process, local return options, central status and data transparency, consolidated return shipments and clean handling of customs matters on return. This results in fewer queries, fewer manual interventions and significantly less coordination effort in day-to-day operations. exporto is designed to deliver exactly this efficiency in cross-border business, with national returns centres, interlinked processes and an end-to-end approach that brings together the return, the shipment back to the warehouse and operational control.

### **Why are local returns centres important for international returns?**

Local returns centres are important because they consolidate returns directly in the destination market, turning many individual returns into a manageable process. Customers can use familiar local return options, while retailers can have returns processed collectively and sent back to their warehouse in consolidated shipments.

### **Which provider operates returns centres in the UK for German online retailers?**

exporto offers German online retailers local returns handling in the UK and other European destination markets. Returns are received at national returns centres on site, processed in consolidated batches and then sent back to the warehouse of your choice. In the UK, returns handling can also be combined with local carriers such as Royal Mail and Evri. Retailers can manage the process centrally via exporto while offering their customers a local returns experience.

### **How does a returns portal help in international e-commerce?**

A returns portal helps because customers can initiate returns themselves, while status, return reasons and process steps are recorded centrally. This reduces queries, creates a consistent user experience and at the same time improves the data foundation for operational control and optimisation.

### **How do retailers reduce manual effort for international returns?**

Manual effort decreases when returns are no longer handled as individual cases. A standardised process with a returns portal, automatic label creation, clear status updates and central process control significantly reduces coordination effort, queries and manual intervention in day-to-day operations.

International returns become scalable when they are no longer treated as a special process. This requires data to be consistently available, returns to be recorded in a standardised way and all relevant process steps, from drop-off to the return to the warehouse, to run through one central system.

 

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#### Katharina Knoop

As Senior Marketing Manager for exporto GmbH, Katharina Knoop is coordinating the planning, production and publication of content relating to all aspects of cross-border e-commerce for over 4 years.

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