Marketplaces have long considered losses from unjustified refunds. According to various estimates, up to 30-40% of orders in the clothing and footwear category were returned without a real defect. Each such return is a re—processing, loss of presentation, and the cost of return logistics. Since June 1, platforms have been shifting some of these costs onto customers and imposing restrictions on behavior that makes refunds massive.
What exactly is changing
The tightening affects three areas.
- The first is refunds without marriage. The rule on paid returns without a factory defect, which has already been in force since May, is spreading more widely. Since June 1, conditions have become more stringent: the minimum buyback percentage, below which the buyer loses a number of options, is reduced.
- The second is pickup and delivery. Work with "suspicious" orders is being tightened — those that are ordered with the explicit purpose of fitting without the intention of buying. Marketplaces analyze the behavioral patterns of customers and may limit options for those whose history suggests systematic returns.
- The third is the identification of fraudulent schemes. Schemes in which the buyer returns the wrong product that he received, or a damaged product disguised as defective, will become more difficult: enhanced photo fixation will be introduced upon acceptance of the return.
Why is this important for sellers with imported goods
For sellers importing goods from China, India or other countries, the changes carry both advantages and risks.
Plus, there is a reduction in refunds. Fewer unreasonable refunds means better turnover and lower logistical costs. For importers with long supply shoulders, this is especially noticeable: customs clearance and delivered goods that are returned to the warehouse are direct losses.
The risk is a decrease in conversion. Customers who used to easily order "for fitting" can now refuse to order at all. This reduces revenue in top positions, especially in the categories of clothing, shoes, and accessories.
The way to compensate for the risk is to invest in the quality of the cards. Accurate dimensional grids with real measurements, lots of photos from different angles, fitting videos, honest descriptions of the material and fit — all this reduces the likelihood of a return even before receiving the goods.
Context: The Federal Antimonopoly Service monitors the changes
Back in April, the FAS demanded transparency from marketplaces in the rules for charging fees to customers. Changes from June 1 should be reflected in the public offer — there should be no hidden conditions. This is good news for sellers: the changes apply equally to everyone, and the conditions can be verified.
