3 considerations for setting up your return policy

2 minute read

Having an unclear return policy could encourage potential customers to abandon their cart at checkout. Your return policy plays a key role in managing customer expectations, purchase decisions and enhancing customer experience. When creating or updating your return policy it’s important to keep it clear, simple, and convenient. Discover more about crafting an accessible return policy and how Canada Post can help.

Creating an accessible return policy

A transparent and accessible return policy is key to keeping your customers coming back and earning their loyalty. Based on our findings, 80% of Canadian shoppers stop shopping with brands after a negative return experience1 and 63% of shoppers have abandoned their carts over concerns about the return policy.2 As you start thinking about what type of policy makes sense for your business, keep 3 considerations in mind:

1. Make it clear

Your return policy should outline what a customer can return, the timeline of returning, what they can expect in terms of compensation (credit or refund) and the steps of how to submit a return.

2. Keep it simple

A simple return policy that is accessible on your website with step-by-step instructions for submitting returns will positively impact your customers perception of your business. A clear and simple return policy includes access to return labels, the use of original packaging and clear options of how to fulfill the return.

3. Prioritize convenience

A convenient return process may include offering in-store drop off but for ecommerce businesses operating solely online, this can be an obstacle. When you partner with Canada Post for returns you leverage our 6,100 post office locations, so your customers are never far from a drop off point.

Grow your business with easy returns

Create a return policy

Creating a return policy through Canada Post

Canada Post Solutions for Small Business™ members can create a return policy with our free online tool where you’ll be asked for the following:

  • Information about the policy
  • Return authorization information
  • Return address information
  • Contact information

Setup only takes a few minutes.

Once you’ve created your return policy, your customers can use the Canada Post return ID number and instructions found on the packing slip. The packing slip can be shared by email or on your website. Then direct your customers to print a return label at home or go to a post office with their emailed QR code to have their label printed.

Whether you’re launching an ecommerce business for the first time or you’re a well-established business, you need to have a return policy that is clear, simple and convenient. Your return policy plays a key role in fueling purchase decisions and impacts the customer experience. It’s worth investing the time to create a policy that works for both you and your customers.

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1 Canada Post. 2020 Fall Survey, 20-2014, October 2020.
2 Canada Post. 2021 Canadian Online Shopper Study, p. 21-205, April 2021.