Asendia’s e-PAQ Returns: the ultimate solution as six in ten retailers anticipate surge in returns

 

e-PAQ Returns is a comprehensive end-to-end solution which complements the panel of international e-commerce delivery solutions Asendia already offers. It enables international retailers to accelerate growth, reaching consumers in more than 200 countries.

Returns are one of the biggest retailer challenges. A recent global study (*) by Asendia revealed that on average, retailers said their returns rate was approaching a quarter of their total purchases (23%). This figure increases to 27% in the US and in Switzerland, and 26% in Germany and the UK. And when shoppers were asked to consider, when having an international order fulfilled, what would influence their decision to make a purchase currently, their top three responses revolved around shipping. Nearly one shopper in three (32%) will ensure their preferred returns method is available (paperless, drop off box, collect, postal office, in-store) before finalising an order.

As shopper returns expectations vary from one country to another, and from one purchase to the next, it is essential for retailers to seamlessly offer shoppers a range of return options. Satisfying various customer expectations, e-PAQ provides a selection of methods to choose from.

Involving easy-to-use return QR codes instead of labels, automated tracking, high density drop-off points, and flexible return options, Asendia’s e-PAQ Returns platform allows shoppers to monitor the entire returns process; from when the package is shipped to when it is received by the retailer, giving them complete visibility and control over the process.

Six in ten (57%) retailers are projecting an increase in returns volumes in the next two and five years and therefore a third (29%) want to tackle this issue and reduce the number of returns. The urge to tackle returns is readily understood in the context of lost income and the costs of processing them. It is worth noting that in the US alone, industry figures show that shoppers returned $816billion of goods in 2022.

By choosing e-PAQ Returns, retailers are selecting a 100% carbon neutral solution. Sustainability is a core aspect of the business, Asendia has offset all of its scope 1, 2 & 3 CO2 emissions and as of 2023, the company has been awarded the carbon offsetting certificate for 2022, keeping its promise of becoming 100% neutral.

“Returns are a significant headache for retailers, but shoppers want to buy with the confidence that they can return their items if they wish to. We’re excited to join forces with ESW to offer an end-to-end global solution entirely focused on our customer’s needs and which simplifies the returns process from A to Z. We believe that by designing and providing a sustainable returns solution, we can help our customers meet their sustainability goals whilst also improving the e-commerce experience for shoppers.”

explains Marc Pontet, CEO, Asendia Management.

“Globally, we’re noticing people are cutting back on their spending, so they are more likely to choose retailers who provide the best end-to-end shopping experience. With tightened budgets, consumers are only keeping purchases they truly love and plan to use, so brands and retailers must ensure they have the proper logistics network and technology in place to keep up with shifting behaviours. The state-of-the-art technology behind e-PAQ Returns provides retailers and consumers with full control and visibility of the return journey.”

comments Tommy Kelly, CEO of ESW.

“Like it or not, returns are normal and central to customer experience in the e-commerce age. They don’t have to drag down revenues, but they do need to be managed professionally. e-PAQ Returns is setting a new benchmark in online returns, simplyfing the entire process management, including taxes, duties and payments. We understand the crucial role returns play in customer satisfaction, and our goal is to simplify the process, making it more efficient and customer-centric. With our innovative technology and global network, we are confident that retailers will benefit from reduced costs, increased conversions, and enhanced customer loyalty.”

says Helen Scurfield, Director of Innovation and Development, Asendia UK.

e-PAQ Returns is completing the 360° e-commerce value chain Asendia is offering to retailers. This solution, as part of the company’s e-PAQ range, complements the panel of international e-commerce delivery solutions Asendia is already offering. It represents a highly competitive advantage to handle and propose shipping and returns solutions.
To find out more about Asendia’s e-PAQ Returns service, click here.

 

(*) Research Methodology

Quantitative research undertaken by Savanta, a UK-based data, market research and advisory company in collaboration with Fieldworks, in February 2023 based on online interviews with 8,000 global shoppers in the UK, U.S., Canada, France, Spain, Germany, Switzerland and Hong Kong. 100% had bought something online, both from their home country and cross-border, in their lifetime. Five demographics were represented: Gen Z (1997-2012), Millennials (1981-1996), Gen X (1965-1980), Baby Boomers (1946-1964) and the Silent Generation (1928-1945). There was an even split between male and female respondents.

 

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About Asendia

Asendia is one of the world's leaders in international e-commerce and mail, delivering packages, parcels and documents to more than 200 destinations across the globe. Combining the experience and expertise of our founding companies, La Poste and Swiss Post, Asendia brings together a wealth of international and local know-how. Asendia's expertise is broad reaching encompassing different aspects of e-commerce, from webshop software and marketplace management to international logistics. Asendia is committed to sustainability, offsetting all carbon emissions including first-mile collection, last-mile delivery, returns, and building emissions, machinery, and business travel. Asendia employs over 1,500 people in Europe, UK, Asia Pacific and the USA - a global network blended with a local presence. https://www.asendia.com/

 

About ESW

ESW is the leading global and domestic direct-to-consumer (DTC) ecommerce company, empowering the world's best-loved brands and retailers to expand their DTC channel. ESW acquired Scalefast in June 2022, and the combined organization offers brands and retailers a complete portfolio of technology and services that cost-effectively support any stage of a company’s development. From compliance, data security, fraud protection, taxes and tariffs to demand generation, checkout, delivery, returns and customer service, our powerful combination of technology and human ingenuity covers the entire shopper journey across 200 markets, with 100% carbon neutral shipping to consumers. Headquartered in Dublin, Ireland, ESW has global offices in the US, UK, Spain, France, Italy, Japan, Hong Kong and Singapore. ESW is an Asendia Group company, a joint venture between La Poste and Swiss Post. www.esw.com