? How to organize cross-border returns
In addition to being a strong customer expectation as seen above, returns are
also a legal obligation even for foreign merchants. The main requirements for
returns are the preservation of the original product packaging, the original
invoice, and compliance with deadlines.
Several providers manage cross-border returns, but this procedure is pretty
complicated and expensive. Even processing them in an entirely legal way is
not always easy – but such established operators as Boxberry, CDEK, DPD,
PSK and Shiptor do have the know-how.
Some shipping companies, including large ones, involve partners in the
process. For instance, PickPoint has launched a returns service via its vast self
pickup point network across the country. A dissatisfied customer can place
the item to be returned in one of these lockers; PickPoint will pick it up and
pass it to one of its logistics partners. In turn, this partner will manage the
customs procedure and and take care of sending back the merchandise to
the foreign merchant.
Depending on the company, the return can be made both at the customs (if
the customer refuses the order before its receipt) and after delivery to the