Returns management in e-commerce when shipping to Switzerland

Returns management in brief:

When a customer wants to send back the goods they ordered, the process can be expensive, complicated and slow. The customer first has to drop off the parcel somewhere, which may be very far away. Then the customs authorities in Switzerland will want to know exactly what is being sent and why.

Because you paid customs when shipping to Switzerland, you can now claim it back when the product is returned. So of course the customs authorities will want to check up on this.

Sounds complicated, doesn’t it? Fortunately, Mailbox Plus returns make it all very simple: the customer just needs to use Swiss Post. They send the parcel to us and we process it. Everything we need to know about the return shipment is included on the return label or in the electronic data that was recorded when the goods were sent. 

You just have to tell us whether you want us to check the package and what you want to know about it (e.g. whether an item is broken). We will then arrange everything with customs and send the return back to you at a time of your choosing. We will inform you in advance and on a daily basis about the actual contents of your return consignment – so you can refund your Swiss customers one or two days after the return is submitted.

As a result, Mailbox Plus returns are quicker, easier and less expensive – everybody’s happy!

Is this something for you? Then make an appointment now!

The two types of returns management in e-commerce

Usually, you would process your returns management for Switzerland internationally. This means commissioning an international service provider to process returns from your Swiss customers. The consequences: well, you are already familiar with the challenges listed above.

But wouldn’t it be nice if returns management could be set up so that parcels are simply sent nationally via a local provider’s network? Customers could just hand in their returns around the corner. The returns could then be processed and checked according to your specifications and forwarded to you in a combined package.

What would be the benefits for you? Lower unit costs, shorter shipping times, returns processing, satisfied customers, more sales. If online customers know that you offer local returns for Switzerland, they are much more likely to choose you instead of the competition.

It turns out that this kind of local returns management is already available to you. Mailbox Plus returns is our returns management service for online retail. We tell you precisely what this means for you and your customers.

Local returns management with Mailbox Plus returns

Want more details? Simplify your returns processes with national returns management:

• Mailbox Plus allows you to use the Swiss Post network. This has over 4,500 pick-up points all over Switzerland. Your customers simply drop off their returns around the corner or have them picked up at their home.
• The overall service is called the business reply label, which is used by nearly all online retailers in Switzerland – because it is fast and provides excellent network coverage.
• You either include the required return label with your consignment or make it available online on your returns portal.
• With Swiss Post, the return arrives at one of our return centers in Geneva or Zurich.
• That is where we check the parcels according to the criteria you specified in advance. You can choose from different service levels.
• We then combine your various returns into a consolidated shipment to be sent to your warehouse either by courier or forwarding agent, depending on the quantity.
• You decide for how long and up to what quantity we collect and combine the returns before forwarding them to you.
• Of course, we also handle export customs clearance.
• Advantageous for larger returns quantities: if your import arrived in Switzerland with Swiss Post, you can also use the import forwarding agent for the return shipment at low cost.
  

The inferior alternative: international returns management

International returns management is inconvenient and time-consuming for your Swiss customers. You must submit the return shipment at an acceptance point of the relevant service provider – Swiss Post’s 4,500 acceptance points are not available.

Customs declaration CN22 is also required for international returns. Your customers must fill out the form correctly and attach it to the outside of the return shipment. This takes a lot of time, patience and concentration – and a single error in the customs clearance information can cause long delays.

Even after the return shipment is sent, there may still be a need for further clarification with the customs authorities. This delays the return shipment even further and extends the time until the customer receives their refund.

National returns management with Mailbox Plus returns is a far better option for you and your business. High return rates in Switzerland? How to reduce them.

Checking return contents: you have the following three options

The return shipments are first sorted at our return centers and then checked in to our Dynamic Return Platform. Because the return labels are linked to the incoming data, our employees can see immediately which items were imported in the original order – this is useful for you if you also want us to check the contents. You can choose from three different returns handling options:

• No check: This is the cheapest option – the return shipment is recorded by reading the return label and it is then added to the combined return shipment.
• Contents check: You choose the criteria according to which each item is checked. This enables special checks and flexible reporting.
• Mixed checks: You decide which returns should be opened and which should not.

The hybrid mixed checks approach is usually the best option for your returns management. Example: If there was only one article in the parcel when it was originally imported, you can assume that the same item will also be in the return shipment – you save a lot of money if we don’t open and check this type of return again. For all consignments with more than one item, we would still carry out a content check.

Have you decided it is not worth it to have the items returned to you? Upon request, we can dispose of them for you. You know you’re on the safe side with our legally compliant, certified disposal service.

Flexible reporting for a better service

Our flexible reporting enables you to provide your customers with a better service. If the goods were returned because they were the wrong size, for example, you can find out the reason for the return from our reporting and react accordingly – by contacting the customer promptly and offering the right size, for example.

Our custom reports contain much more than just the reason for the return shipment: In addition to all the required information, we can also provide you with further details; the user interface of the Dynamic Return Platform can be individually adapted to your needs.

Is the ordered shirt missing a button? Sunglasses damaged in transit? In addition to the reason for the returns, you can define many other details that our employees will record for you. We will also send you daily reports on your return shipments!

Consolidating your return shipments

You decide how often and in what quantity your return shipments are combined and forwarded to you. For larger return quantities, for example, you can use the same truck that delivers the imported goods to your customers – returns logistics couldn’t be more practical.

Upon request, however, we can combine smaller quantities until a reasonable volume has been reached for cost-effective return transport. If you don’t want the items to be stored for that long, we can simply send them back in outer boxes by courier. After all, a stored item is dead capital – so if it needs to be processed quickly, we’ll take care of it!

This allows you to significantly minimize return costs per item.

Lower administration costs for you: export customs clearance & reimbursement of customs duties

All goods are customs cleared when they are imported into Switzerland (you can read all about the customs regulations in Switzerland here). Of course, you will want to be reimbursed the customs duties paid for all returned goods. This is not a problem with the Dynamic Return Platform (DRP) of Mailbox Plus returns!

Here’s how it all works:

1. Scanning the return label – all the important data are extracted
2. Checking the content of the parcel
3. In DRP: Copying the returned items into a customs duty reimbursement manifest
4. Automatic creation of a pro forma invoice
5. Forwarding of data (manifest, pro forma invoice, registration number of the truck) to the/our responsible customs agent
6. Customs agent: Export customs clearance and forwarding of the customs declaration and an overview of all import and export declarations to us
7. Swiss Post: Application for a refund from Swiss customs
8. Customs: Check and refund to the ZAZ account that was used for import
   
   

As you can see, you don’t have to worry about anything. Our returns platform and automated processes take care of the administrative work for you – this is much easier than having to process customs clearance yourself.

Data is King

Returns management in e-commerce is all about data! The better and more precisely all data is collected in a single location, the faster the entire returns process can run. So if you already use Swiss Post to ship items within Switzerland, you should just let us take on your returns processing right away. You can find more information about the importance of data  in our blog.

The advantage for you:

• All data for export customs clearance and return shipping are already available
• Only one integration process required
• High data security
• One contact person for everything
  
  

You get everything from a single source – it’s the quickest and most practical solution! This approach also minimises potential sources of errors, which is also an advantage for reimbursement of customs duties.

Import data as a data source