No matter which country you decide to sell to or through which channels, properly set up logistics is the key to potential (non-)success. It's not just about delivering goods to the customer; profitability is particularly determined by the ability to handle returning shipments, whether they are returns or complaints.
👉🏻 Save on return logistics with EXPANDO.
Effective August 1, 2024, all return addresses with JAPO will be discontinued, except for Germany. This decision was made due to changes in JAPO's service pricing and greater efficiency in using prepaid PPL labels.
This change will affect the following countries: Spain, Italy, France, Belgium, the Netherlands, Sweden, and Poland.
From June 1, 2024, JAPO addresses in all countries except Germany will be replaced with your company's address in the Czech Republic (or Slovakia). Customers will exclusively use PPL labels for returns.
Advantages of This Change
Faster and More Transparent Return Process:
The return process will be expedited and more transparent for both customers and your company. Goods will be sent directly from the customer to your address, eliminating the wait time for receiving returns at an external warehouse and then at your company.
Increased Customer Satisfaction:
With a more transparent and faster return process, we expect a decrease in negative feedback related to the return process.
Reduction in Lost or Damaged Returns:
By eliminating the step of sending returns through an external warehouse, the number of returns that arrive in poor condition or are lost during transport will be reduced.
What This Means in Practice for You
For items priced under €25 (or £20), customers will automatically receive a refund from Amazon without needing to return the product. Customers are not informed in advance about this policy; they will learn about the refund in the same way as if it were issued by you.
Returnless refunds currently do not apply in Belgium, the Netherlands, Poland, and Sweden.
Amazon requires returnless refunds in Germany, Spain, France, Italy, and the United Kingdom.
This change could result in cost savings, as it eliminates the need to return low-cost items where the processing cost of the return exceeds the value of the product.
We will implement this change for accounts where we manage customer support by August 1, 2024. Returns arriving by September 1, 2024, will still be processed normally.
If you manage your own customer support, you will need to implement this change in Amazon Seller Central (see below for details).
📦 How to Set Your Return Address on Amazon
Navigate to Settings:
In the top right corner, hover over "Settings" and select "Return Settings" 👇
Add a New Return Address:
You can add a new return address by filling out the form provided: 👇
Change Return Address:
To update the return address, click on "Change Address" 👉
Some of our largest clients have already implemented returnless refunds. The costs associated with returnless refunds are negligible compared to the costs of handling returns, managing tickets, and dealing with goods that are damaged or not returned through an external warehouse. Accounts that have adopted returnless refunds have seen up to an 80% reduction in negative feedback related to the return process, which has positively impacted account ratings.
What Is Expected from You
Setting Up a Return Address:
If you do not use our customer support services, please set your company's address as the return address on Amazon by June 1, 2024.
For Users of Our Customer Support:
If you use our customer support services, we will handle this setup for you.
Using Prepaid PPL Return Labels:
For returning goods, we recommend using prepaid PPL return labels. You can check the cost of returning a package with these labels in the price list provided below:
PPL Return Labels Price List
For more information, please refer to our Terms and Conditions.
When to Refund Money?
Refunds should be processed within 48 hours after receiving the return at your warehouse.
Where to Find a Summary of PPL Returns in the EXP APP
In the app, go to the "Orders" section and click on "Export Return Labels to CSV" in the bottom left corner. This will download a report of all generated PPL labels for the selected period (maximum of 40 days).
