EU Directive 2023/2673 mandates simplified online return processes for consumers by June 19, 2026, requiring e-commerce businesses to prepare now.
Assess Your Current Customer Journey
The simplest way to prepare your store is to go through the return process as a customer would. This will quickly reveal any gaps in your current system.
Many e-commerce businesses currently handle returns in a fragmented manner, with information scattered across email, store panels, spreadsheets, and customer service interactions. While manageable with low order volumes, this becomes problematic as the business grows.
A Form Is Not a Complete Solution
Implementing a simple form is a good first step, but it shouldn’t be the last. A form only collects data; it doesn’t guarantee efficient handling of the request.
Stores need to record the date and time of the request, assign it to the relevant order, track its status, maintain a communication history, provide customer confirmation, and manage the return or claim process. Without this, a visible “return button” may not translate to operational efficiency.
What Should Happen After the Click?
A well-designed process should be straightforward for the customer and clear for the store team. After clicking the return button, the customer should be guided through clear steps: selecting the order, choosing products, confirming the return, and receiving a confirmation message.
On the store side, the request should appear in a manageable location. Returns don’t end with the form submission; they involve handling the shipment, communicating with the customer, tracking status, deciding on a refund, and potentially processing a claim. A unified system provides better control and faster resolution.
How RetJet Can Help
RetJet offers a broader approach, providing a system for managing returns and claims that streamlines the entire post-purchase process for both customers and the store. It allows customers to fill out a form, receive confirmation, and provides the store with online access to the request record.
This solution can assist with online request acceptance, automated confirmations, date and history logging, status updates, customer communication, and overall return/claim management. RetJet also supports the backend of the store, including statuses, logs, and team workflow.
Key Considerations Before Implementation
Before choosing a solution, ensure the process covers the entire return lifecycle, not just the initial request.
A store should be able to answer questions such as: Does the system integrate with existing order management? Does it automate communication? Does it provide clear reporting? If the answer is “no” or “partially,” simply adding a button won’t suffice.
The Directive as an Opportunity for Improvement
The new regulations should be viewed not only as a legal obligation but also as an opportunity to streamline a frequently manual and fragmented area of e-commerce. A well-implemented return process can benefit both customers and stores, reducing manual work and improving control.