Let Customers Keep Items With Returnless Refunds 
Rebecca Fox

March 12, 2023

With returnless refunds, you can let customers keep items they want to return instead of shipping them back. 

ReturnGO makes it easy to offer returnless refunds which can increase customer loyalty while reducing your shipping, handling, and restocking costs associated with returns.

What is a Returnless Refund?

A returnless refund is a type of product return where the customer isn’t required to return the item in order to get a refund/replacement. This type of return is typically offered when the item is damaged, bulky, or not worth the price and hassle of handling the returned item. 

Letting customers keep or donate the item instead of shipping it back is beneficial for both customers and for your eCommerce store. Customers benefit from not having to spend time and energy returning items, while you benefit from not having to handle processing, validating, and restocking returned items.

Using ReturnGO, you can set up returnless refunds by adjusting your return policy to match your store’s requirements, then displaying the option to “keep the item” or “donate the item” in the return portal when customers meet the conditions.

Why are Returnless Refunds Important in eCommerce?

Offering returnless refunds is a great way to provide customers with convenience while cutting down on your return handling costs and minimizing the environmental impact associated with returns.

Increased Customer Loyalty

Returnless refunds are convenient for customers as they can receive a refund without having to wait for their return to be processed before receiving the refund. By making the refund process easier, customers are more likely to shop again with your store in the future. 

Reduced Costs

Offering returnless refunds with no shipment required can be a cost-effective solution for your store, as they reduce costs associated with return shipping and processing, especially in the case of products that can’t be resold.

Better for the Environment 

Letting customers keep items instead of shipping them back reduces wasteful packaging, transportation emissions, and energy usage associated with traditional returns.

Many of the leading eCommerce stores offer returnless refunds, including Amazon, Target, and Walmart. The popularity of returnless refunds is growing as online stores look to reduce costs associated with returns and increase customer satisfaction.

Disadvantages of Offering Returnless Refunds

The main disadvantage of offering returnless refunds is that you run the risk of customers taking advantage of your return policy and committing return fraud.

Mitigate the risk of return fraud by setting conditional rules for offering returnless refunds depending on the value of the item and shipping cost, and requiring photo proof for damaged products.

Setting Up Returnless Refunds

ReturnGO makes it easy to set up returnless refunds for your eCommerce store. You can customize your returnless refund settings for different products, categories, or customers, and update your return policy to reflect your eligibility conditions.

Inform customers of your returnless refund policy before purchase so that they know what to expect. Having a clear understanding of the requirements for a returnless refund, such as if the item is defective or below a certain price, will enable customers to make informed purchasing decisions.

Set up automated emails to be sent to customers when their returnless refund is approved, confirming their refund, store credit, or exchange, and letting them know what to do with the item (e.g. keep it, donate it).

When Should You Offer Returnless Refunds?

In most cases, you will want to receive returned items back so that you can restock and resell them. However, in some situations such as low-value or damaged products, returnless refunds may be the more cost-effective option to offer.

Low-Value Products

In the case of low-value products, it is often more cost-effective to have the customer keep the item rather than deal with the shipping and processing costs.

Bulky Products

For items that are particularly large or bulky, such as furniture, appliances, and mattresses, it may be more practical to have customers keep them with no shipment required, as bulky items can be difficult to package and costly to ship.

Damaged Products

If customers receive damaged or defective products, it’s often better to have customers keep the damaged items and just send them a replacement or refund, instead of having them ship back products that can’t be resold and may not be worth fixing.

Products with Hygiene Issues

Due to the potential hygiene concerns associated with products such as underwear and cosmetics, it can be a good idea to let your customers keep such items instead of shipping them back.

Single-Use Products

Single-use products are not often resellable and therefore it may make more sense for you to have customers just keep them.

Seasonal Products

Since it can be difficult to resell seasonal products off-season, you may not want to have them shipped back to you.

The requirements for returnless refunds will vary from store to store, so it’s up to you to decide when it’s worth having customers ship back their returned items and when it’s worth having them keep the items, while you provide a refund or replacement.

What Types of Returnless Refunds are There?

ReturnGO enables you to offer a few different types of returnless refunds, which you can set up to match your store’s return policy.

Keep the Item

The simplest type of returnless refund is having customers just keep the item and do whatever they want with it, while you send them a refund or replacement.

“Keep the Item” is the most hassle-free return method as it does not require the customers to do anything with the original items.

Donate the Item

ReturnGO offers the unique option of asking your customers to donate their unwanted items to a charity instead of shipping them back to your store.

By donating their “returned” items, customers get a sense of satisfaction from being able to contribute to a good cause, while helping to reduce waste and minimize the environmental impact of returns.

Returnless Exchange

Offering returnless exchanges is a great way to keep customers satisfied while retaining revenue for your store. You can have customers keep the original item while you send them a replacement – either a functioning version of the original item or a different item altogether.

Customers are more likely to buy from you again if you offer an exchange rather than a refund, as exchanges encourage repeat purchases and keep customers loyal to your store.

Use Returnless Refunds to Save Time and Money

By offering returnless refunds, you can minimize the time and costs associated with returns while keeping your customers satisfied. 

In the case of defective, bulky, or low-value items, it often isn’t worth dealing with the returned items, especially when you’re not able to resell them – and that’s where returnless refunds come in.

ReturnGO enables you to use returnless refunds strategically, which are often more cost-effective and eco-friendly than traditional returns.

Related Posts
5 Best Practices for Cybersecurity in eCommerce Returns

5 Best Practices for Cybersecurity in eCommerce Returns

The return process in eCommerce is designed to make the customer's experience as convenient as possible but if it is not handled properly, it can harbor security risks to both your business and customers. In this post, we'll look at some of the most prevalent security...

Introducing ReturnGO for Salesforce Commerce Cloud

Introducing ReturnGO for Salesforce Commerce Cloud

We are excited to announce that ReturnGO is now integrated with Salesforce Commerce Cloud. This seamless integration empowers Salesforce Commerce Cloud merchants to transform the returns process, turning a potential customer pain point into a source of increased...

What Does it Take to Create a Successful eCommerce Strategy?

What Does it Take to Create a Successful eCommerce Strategy?

Creating a successful eCommerce strategy might seem like climbing a mountain, but with the right steps, you can reach the peak and enjoy the view.  Let's break down the primary steps to creating an eCommerce strategy that will bring in sales and keep your...

Streamline your return process and ensure a great post-purchase experience for your customers.