Returns Reimagined: How Purolator is Changing the Returns Process

Why returns are more important than ever 

In today’s e-commerce-driven economy, returns can’t be overlooked. Returns are an inevitable part of online shopping and directly influence brand loyalty, operational efficiency and customer satisfaction. As online shopping continues to grow, so does the volume of returned items, placing significant responsibility on supply chains and fulfillment teams for seamless reverse logistics.  

According to The National Retail Federation: 

• Total returns for the retail industry are projected to reach $849.9 billion USD in 2025 
• 82% of consumers say free returns are an important consideration when shopping online 

For businesses, managing returns is about more than just getting products back into their inventory; they need return processes that are cost-effective and sustainable while also being convenient for customers. A smooth return process builds trust and bolsters businesses’ customer relationships. 

Key takeaways

What’s changing within e-commerce? 

More than ever, customers make online purchases without seeing or trying out products, which can lead to higher return rates when items don’t meet their expectations. Customers tend to lean towards businesses with convenient, transparent and cost-effective return policies.  

StateGlobal reported that in Canada, the average e-commerce return rate is 8.5%, with the average return value per order at $85 CAD and annual return processing costs reaching $1.2 billion CAD. 

Key return challenges businesses can face include cross-border deliveries, competitive delivery speed and sustainability considerations. 

Returns impact both operations and customer experience. Discover how reverse logistics supports both.

Most commonly returned items

According to a Statista report, the most commonly returned items are: 

• Clothing (25%) 
• Shoes (17%) 
• Accessories (12%) 
• Food and beverages (12%) 
• Consumer electronics (10%) 
• Cosmetics and body care (9%) 
• Books, movies, music and games (9%) 
• Furniture and household goods (8%) 

Whether it’s because of a product’s fit, quality or damage, the demand for a seamless returns process across product categories is clear. 

Interested in learning more about technology returns? Read now.

Why do people return items?

According to a survey by Dealnews, the average American makes eight returns per year, and the top return reasons are as follows: 

• Item didn’t fit (65%) 
• Item was damaged or defective (56%) 
• Didn’t like it (44%) 
• Item didn’t match the description (31%) 
• Found a better price elsewhere (13%) 
• No longer needed the item (12%) 
• Buyer’s remorse (11%) 
• Ordered the wrong item (11%) 

Whatever the reason, returns are an inevitable part of online shopping, and businesses need efficient processes to handle returns. 

Discover the eight return shipping best practices your return policy needs. See the infographic.

Why bad return experiences can make or break a relationship 

Returns leave a strong impression with customers, and negative return experiences can sour their feelings for a business. Complicated return processes can include inconvenient drop-offs, confusing label requirements and delayed customer refunds.  

On the other hand, an optimized returns process encourages customers to confidently shop again with a business, bolstering credibility and trust. 

According to a WBR Insights study, 97% of consumers said they would be more likely to purchase another product from a business they had a positive experience with, and 89% said they are less likely to shop at a retailer or brand if they had a bad returns experience. 

Returns don’t have to be complex. Gain greater control and visibility across every return with Purolator’s leading returns management solutions.

What do customers want when it comes to returns? 

• Automation: Online portals and self-service tools to make it easier to start a return. 
• Tracking: Updated return statuses so customers can see when their purchase will be refunded.  
• Flexibility: Options for convenient return locations with simple return processes. 
• Label printing and packaging: Label-free and package-free solutions that offer convenience and sustainability.  

Want to learn more ways to improve your returns process? Learn five tips to make the returns process hassle‑free.

Benefits of smarter returns

Returns are an opportunity for businesses to gain a competitive advantage. Better return processes lead to:

• Increased customer trust: Building rapport with customers is a core part of maintaining positive relationships.  
• Improved inventory management: Efficient returns reduce the chance of lost products and revenue.  
• Business insights: Comprehensive tracking helps flag issues with certain products if they are constantly returned. 
• Sustainability: A streamlined returns process with package-free options helps reduce waste and emissions. 
• Cost management: An automated returns system keeps track of returning products and streamlines billing. 

The problem with returns in North America

Managing returns is a core aspect of running an e-commerce business, but the returns process comes with its own challenges. From reintegrating goods back into inventory to accurately pricing and reselling them, returns can introduce operational friction. 

Returned products can be complex to sell, difficult to price accurately and operationally inefficient. This creates friction across sales enablement, customer onboarding, billing accuracy and operational workflows.  

Customers currently struggle with: 

• Shipping returns within the return policy window  
• Accessing competitive return rates 
• Gaining visibility into billing 
• Activating advanced returns services 
• Managing unnecessary setup complexity 

E-commerce businesses must also decide whether to offer free returns, thereby covering reverse logistics expenses, or charge customers for returns via delivery or restocking fees. As fuel prices and shipping costs rise, return expenses can quickly escalate. This decision is especially crucial for e-commerce industries with high return rates, such as apparel, where customers may order the same item in different variations, keep their favorites, and return the rest.  

How Purolator is rethinking returns

As e-commerce volume grows, returns have to grow alongside it. Acknowledging customer pain points and developing ways to improve returns will benefit businesses in the long run.  

Returns management is about accessibility, speed, cost savings and sustainability—and Purolator is one of the most trusted brands in the delivery service category.* 

Our standard has always been offering:  

• Predictable speed: Reliable service for sooner returned inventory and customer refunds. 
•  Self-serve technology: 24/7 access and return portal solutions.  
• Label-free solutions: Print return labels using a QR code for convenient customer drop-offs. 
• Transparent tracking: Complete visibility throughout the returns process. 
• Convenient locations: Multiple shopping centre locations within our extensive network make returns easy for customers, improving the overall time to return. 
• Increased efficiency: Reduced liability at the border through accurate compliance and optimized return processes. 
• Eco-conscious initiatives: Package-free returns and our fleet of zero-emission vehicles. 

At Purolator, we are committed to continuously evolving our services to make returns even smoother than ever.

Purolator’s solutions

We offer comprehensive return services tailored to your business’s needs.  

Express and Ground returns- standard return service tiers 

Choose the speed you need: 

• Express return is a premium option with faster transit, improving the time to return. 
• Ground return is the most widely available offering, balancing cost and speed.  

Returns portal‚ your central experience

Purolator’s 360° returns management solution streamlines the reverse logistics process and empowers customers to return products sooner. 

Create a strong return process for your business with: 

• A branded portal: Provide a consistent brand experience through a custom landing page. 
• A secured platform: Create and track returns within a single platform. 
• Label-free returns: Enable customers to make convenient label-free returns with QR codes. 

The portal provides flexible options for B2B and C2B returns:  

B2B returns: 

• Direct returns to distribution centres or business facilities 
• SKU-based returns and tracking 
• Flexible options that do not require integration 

C2B returns: 

• Standard e-commerce returns linked to outbound shipments 
• Automation with API integrations for sales data exchange 
• Support for full and partial returns 

Our 60-second video walks you through our simplified returns process. 

Ready to improve your business’s return process? Explore Purolator’s solutions for hassle-free returns.

Enhance returns with add-on services 

Return pickups 

We understand that returning a package can be inconvenient for customers. Often, customers feel deterred knowing that to return an item and find a nearby return location and ensure everything is packaged correctly.  

Now, Purolator offers return pickups to make customer returns easier than ever. This add-on service allows customers to have returns picked up at their home or business.  

Businesses that use Purolator E-Ship Online (ESO) or Purolator E-Ship Web Services (EWS) can specify whether their customer schedules a pickup or wants to drop off their return.

Dangerous Goods returns 

Our team will ensure the safe and secure movement of Dangerous Goods, including sensitive or regulated materials that can pose a risk to health, safety, property or the environment. We have the safety expertise, regulatory specialists and protocols to transport items that require specialized handling and documentation.  

Phased capabilities

Package-free 

If your customers no longer have the original packaging the product was delivered in, our package-free service solves this. Your customers can drop off unpackaged returns at select Purolator locations and receive packaging on site. As an added benefit, your team can rest assured knowing the product is being returned properly packaged, significantly lowering the risk of damage during transport. 

Open Verify 

Our Open Verify service is designed to mitigate return fraud. This service curbs return policy abuse and improves inventory management by having staff inspect returned items immediately. 

Building a simplified returns system

By incorporating Purolator’s returns ecosystem into your business, your team will benefit from: 

• Improved customer experience 
• Increased pricing transparency 
• Reduced disputes and manual work 
• New revenue opportunities 
• Improved internal efficiency 

Set the standard for the future of returns 

As e-commerce businesses thrive, it’s essential to offer a hassle-free returns process for customers. Purolator is constantly enhancing our return services while leveraging new technologies that help customers choose the right solution from the moment they begin a return. The future of returns is more automated, transparent and sustainable, and we’ve built our ecosystem to better serve your business and customers.

Why choose Purolator for your returns? 

When it comes to return capabilities, choosing the right logistics partner is essential. Purolator ensures businesses and their customers have convenient and intuitive options for returning products, along with a digital portal to track and manage returns. With Purolator, your business and customers can expect a seamless returns experience. 

Simplify returns with over 3,000 drop-off points 

Purolator makes electronic returns easy for your customers and efficient for your business. With over 3,000 shipping locations and access points across Canada, drop-offs are widely accessible—minimizing return friction and improving the customer experience.  

Learn more about Purolator’s nationwide return access points.

Give customers flexibility when it comes to returns

Your customers deserve complete flexibility, especially when it comes to returns. Purolator now offers a portal that gives customers access to the full returns process, providing them and your business with peace of mind as the product safely returns and they are refunded.  

Power greener returns for eco-minded consumers

Today’s consumers are increasingly eco-conscious and expect businesses to implement sustainable practices. Purolator supports your business’s sustainability goals with carbon-neutral return options, energy-efficient vehicles and eco-packaging practices, like package-free returns, helping you meet ESG targets while satisfying customer expectations.  

Comprehensive cross-border shipping solutions

At our Global Returns Centre, our experts streamline cross-border returns so goods move seamlessly back to your business, customers are refunded faster and landed costs are easier to manage. 

Integrated return dispositioning 

Canadian and international e-commerce businesses can streamline return dispositioning at our Global Returns Centre, which offers recycling, donation and consolidation services for greater efficiency. 

Learn more about our Global Returns Centre.

Virtual assistant for 24/7 customer support 

Your team and customers can quickly resolve any return-related questions with Purolator’s Virtual Assistant for around-the-clock support. 

Industry-leading loss prevention

Rest assured knowing your products are safe at every step of their return journey with Purolator’s TSR-certified trucks that are equipped with GPS and trailer cameras for 24/7 return visibility. These safety measures reduce the risk of theft and loss. 

Enjoy a simplified returns process with Purolator

Our team will help you develop a dependable and sustainable returns process by: 

• Reselling faster: Customers drop off their returns 27% faster with a convenient returns process, allowing your team to sooner resell the product.  
• Boosting customer loyalty: Reliable, convenient and timely returns create happier repeat customers. 
• Supporting your goals: Offering sustainable return methods, like package-free options, allows your business to contribute to the circular economy. 

Returns are an essential part of the customer experience, and Purolator is here to help you grow your business and sell returned products faster, all while delighting customers. As a leading integrated freight, package and logistics provider, we constantly raise the bar for supply chain solutions. We know that choosing the right logistics partner is essential, and that’s why Purolator is committed to helping your business thrive and exceed customer expectations.  

Ready for a hassle-free return experience?

Speak to a shipping expert

 

*Gustavson 2023 Brand Trust Index conducted by the Gustavson School of Business surveyed 9,200 Canadian consumers aged 18+. Ranked and evaluated trust in over 400 brands. Purolator ranked 3rd within the ‘Delivery Services’ category after FedEx and Canada Post respectively.