Returns are one of those parts of running an online business that most sellers set up reactively, usually after the first difficult return rather than before it. By that point, the lack of a clear process has already caused a problem: an unhappy customer, a back-and-forth about how to send the item back, packaging that wasn't designed for a second journey, or a refund issued before the item has even arrived back.
A decent returns process doesn't need to be complicated or expensive. It needs to be thought through once and then consistently applied. This guide covers how to set one up practically, with a focus on keeping packaging costs manageable rather than treating returns as an unavoidable cost to absorb without question.
Why returns packaging matters more than most sellers think
The packaging an item goes out in directly affects how easy it is for the buyer to return it. A mailing bag with no resealing capability means the buyer either has to find their own bag, use tape to reseal the original, or contact you to ask what to do. Any friction in the returns process increases the chance of items arriving back damaged, or of buyers leaving negative feedback about the experience rather than just the product.
At the same time, investing heavily in returns packaging on every outgoing parcel regardless of your actual returns rate is a straightforward cost that many businesses absorb unnecessarily. The right approach sits in the middle: making returns straightforward without adding significant cost per order across the board.
The simplest approach for most sellers: tape and instructions
For most sellers sending standard clothing and soft goods in mailing bags, the lowest-cost returns setup is to seal outgoing parcels with a single-seal bag, include a brief note inside the parcel explaining the returns process and telling the buyer to reseal the bag with tape if they need to return it, and make clear how to generate a return label if needed.
This costs essentially nothing extra per order. The buyer uses a strip of tape over the original seal, which holds well enough for a return journey in most cases, and the mailing bag itself is durable enough for a second transit provided it hasn't been badly torn in opening. Our grey mailing bags are made from 60 micron LDPE, which handles a second journey reliably in most cases when resealed properly.
The limitation of this approach is that it requires the buyer to have access to tape and to follow the instructions. For most buyers this is fine. For higher-value orders or businesses where a smooth returns experience is part of the brand promise, a step up is worth considering.
Double-seal mailing bags for a cleaner returns experience
Double-seal mailing bags have two adhesive strips: one for the original dispatch and a second further down the bag for the recipient to use if they need to return the item. This removes the need for the buyer to find their own tape and gives a more deliberate, professional returns experience.
The cost difference per bag between single-seal and double-seal options is modest, and for any business where return rates are meaningful, the difference in customer experience and the reduction in "how do I return this?" queries can more than justify it. If your product category has a naturally higher returns rate, such as clothing where sizing is uncertain, or any market where buyers regularly change their minds, a double-seal bag is worth considering from the outset rather than as an afterthought.
Including a returns slip
A returns slip inside every parcel, or at least in categories where returns are more likely, removes most of the friction from the returns process on the buyer's side. It doesn't need to be anything elaborate: the returns address, a brief explanation of the process, and ideally a reference number or order number the buyer can note on the slip before sealing the parcel.
Printing a small returns slip costs almost nothing per order if you're already printing labels, and it saves you the back-and-forth that would otherwise happen when a buyer wants to return something and doesn't know what address to send it to or what to reference. A small grip seal bag inside the parcel containing the returns slip also keeps it from getting lost or crumpled inside a larger mailing bag during the outbound journey.
Pre-paid return labels vs buyer-arranged returns
Whether you provide a pre-paid return label or ask the buyer to arrange and pay for their own return postage depends on your policy, the platform you're selling on, and the nature of your products. Vinted, eBay and other platforms have their own rules on this that override your preference in some cases, so it's worth knowing what each platform requires rather than assuming you have a free choice.
For businesses selling independently, providing a pre-paid return label for faulty or misdescribed items is generally expected and legally required in the UK in most circumstances. For change-of-mind returns, asking the buyer to cover postage is more common and legally permissible, provided it's clearly stated in your returns policy before purchase.
If you provide pre-paid labels, including a QR code or a printed label inside the parcel with the return slip means the buyer can drop off the parcel without needing to print anything themselves, which reduces friction further.
How to reduce the cost of processing returns
Beyond packaging, the cost of returns comes from the time spent processing them, any postage you're covering, and any items that arrive back damaged or unsuitable for resale. A few habits keep these costs manageable.
Accurate product descriptions and photography reduce change-of-mind returns at the source. A buyer who genuinely understood the colour, size and condition of what they were buying before purchasing is less likely to return it than one who was surprised by something they'd have known if the listing had been clearer.
Clear sizing guidance, particularly for clothing, reduces the most common return reason in that category. Pointing buyers to a size guide, listing actual measurements rather than just size labels, and flagging any fit quirks in the product description are small efforts that have a meaningful effect on returns volumes over time.
Inspecting returned items promptly and deciding quickly whether they can be relisted reduces the time they sit as unprocessed stock. Every day a returned item isn't back on sale is a day it isn't generating revenue, and for businesses with significant return volumes this adds up more than most sellers track.
What to do when returned items arrive damaged
Occasionally an item arrives back from a buyer in worse condition than it left, whether from poor repackaging on the buyer's side or from transit damage. Having a clear policy on this in advance avoids making difficult decisions under pressure.
If an item arrives back damaged due to inadequate repackaging by the buyer, most platforms allow you to make a partial deduction from the refund to account for the reduction in value, provided you documented the item's condition before dispatch and can demonstrate the damage wasn't present when it left. Photographing items before dispatch, particularly higher-value ones, is a habit worth building before this situation arises rather than after it.
If damage appears to have occurred in transit, a claim against the postal service or courier may be possible, though this depends on the service used for the return and whether the item was covered. This is another reason to think about which return postage service you're directing buyers to use, since cheaper untracked services offer no compensation and no recourse if something goes wrong on the return journey.
A simple returns setup that works at most volumes
For most small sellers, a returns process that works well looks something like this: a clear returns policy stated before purchase, a small returns slip included with every order, a mailing bag durable enough to handle a second journey with tape over the reseal, a returns address clearly stated on the slip, and a prompt inspection and refund process once items arrive back. This doesn't require any significant additional cost per order and removes most of the friction from the returns experience for both you and your buyers.
As volume grows and returns become more frequent, adding double-seal bags for higher-value or higher-return-rate categories, and pre-paid label options for appropriate product types, keeps the experience consistent without adding disproportionate cost at every order.
For the packaging side of this, our mailing bags range covers the sizes most commonly used for returns as well as outbound dispatch, and our packaging tape covers sealing for anything going out or coming back in a box. If you're not sure which bags work best for your product type, our product-by-product packaging guide is a useful starting point.
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