Returning a Parcel in France
E-commerce continues to grow, and with it, the number of parcels delivered. While not all online purchases can be returned, offering a simple, effective solution is essential to meeting customer expectations.
Returns conditions have a direct influence on purchasing decisions: 48%(1) of e-buyers say they will not make a purchase if the returns policy seems unclear or restrictive.
Yet 42%(2) of households needed to make at least one return in the course of the year, with an average of 2.9 returns. Conversely, 13%(1) of consumers refuse to return an article that doesn't suit them, due to the lack of a suitable solution, which has a direct impact on their satisfaction and their willingness to place another order on your site. In this context, simplifying the returns experience becomes a real lever for conversion and loyalty. A fluid, accessible solution boosts customer confidence and encourages repeat purchases. That's exactly what consumers expect - and what Colissimo helps you deliver.
3 return methods to adapt to each customer's needs and lifestyle: offer them a return directly from their mailbox, or offer them France's largest network of drop-off points (post offices and Pickup retail outlets).
In just a few clicks, your customer requests a return and deposits the parcel in his or her personal mailbox, without having to go anywhere. La Poste takes care of the rest !
A unique QR Code to edit your label, a proof of return deposit, end-to-end tracking of the returned parcel, and a return delivery notification sent to your customer when you receive the parcel. 100% peace of mind.
Offer features
- 3 delivery methods to choose from: personal mailbox, one of 17,000 La Poste points or 16,000 Pickup relays
- Approximate delivery time: 48h
- For parcels up to 30kg
- Less than L+W+H < 150cm
Services and options
- Flex services, for easy tracking and delivery
- Integrated lump-sum compensation
- Ad Valorem insurance
The
No need to go out of your way to return a parcel... or almost! mailbox returns are THE comfortable, effortless solution if the product is not suitable.
The
Your e-buyer doesn't have a printer? We have the solution with our label-free return service.
The
Additional security with a unique QR Code for all sensitive returns.
How does your customer make a return from our network drop-off points ?
Ready to develop your e-commerce business?
84 %(1) of e-buyers say they are interested in the possibility of returning a parcel without going to the post office, simply by dropping it in their mailbox for collection by the postman/deliveryman.
A returns system activated by default for all our customers
In response to these expectations, we simplify the returns experience for e-buyers and our e-merchant customers: the mailbox returns option is now activated for all users of our Colissimo Retour solution.
In concrete terms, nothing changes for you:
- Your customers automatically benefit from this new option, without any action on your part.
- With a single return label, they can choose the delivery method that suits them best: mailbox, post office or Pickup relay.
Mailbox returns: an asset for customer satisfaction and loyalty
By simplifying returns, you improve the post-purchase experience and maximize customer satisfaction. The benefits are numerous:
- An ultra-convenient service for e-buyers: no need to travel to return small parcels, they are collected directly from their mailbox.
- A better post-purchase experience: simplifying returns removes a disincentive to purchase and encourages loyalty.
- An asset for ready-to-wear and all small parcels: 43%(2) of returns concern fashion items, and 77%(2) of returned parcels are lightweight, perfectly suited to this service.
The
If the parcel doesn't fit in the mailbox, or if your customer changes his mind, the can go to the post office or Pickup parcel shop of his choice, using the same label.
How does your customer make a return from a mailbox?
Ready to develop your e-commerce business?
For many e-buyers, returning a parcel can quickly become a source of frustration, especially when it involves printing a label. Yet only 8% of French e-retailers (3) include a pre-printed label in the parcel, and almost 20%(4) of French households don't have a printer at home, which can be a source of frustration, even leading to a return being refused, with the potential loss of a customer as a result.
To meet this need, we offer a simplified returns solution, without the need for a label printed at home.
- E-buyer generates his return label via his customer account or the carrier's portal.
- He goes to the post office and prints his label directly from a self-service machine.
- Stick the label on the parcel and drop it off immediately for collection.
How does your customer return a product without a label?
37% of return parcels concern items worth €50 or more(2). To keep up with this reality, it is essential to optimize and secure returns, 45%(2) of which are returned from a post office.
Secure returns by code are the ideal solution for optimizing returns and boosting customer satisfaction.
Secure return: a simple, effective option that can be activated at no extra cost
With Colissimo's secure return code, the label and tracking number remain protected, guaranteeing a worry-free return of the parcel.
Benefits for you, the e-tailer
- Protect your merchandise: label edition is strictly controlled via the unique code.
- Control your costs: fewer anomalies mean fewer claims.
- Enhance your brand image by guaranteeing a successful and secure returns experience.
Advantages for your e-buyers
- Convenient: no need to print the return label, everything is managed directly at the post office.
- Fast: the label is printed out in just a few moments on an automatic machine or at the counter, for personalized assistance if required.
- Serenity: precise tracking and efficient handling guarantee rapid, reliable reimbursement.
How does your customer return a product without a label?
For you, it's the guarantee of a secure return.
- A protected parcel number and label until the parcel reaches the post office, guaranteeing a return in complete confidence.
- Reduced time between printing of the secure label and delivery of the parcel, to limit any possibility of tampering and guarantee the integrity of your return.
Implementation tailored to your technical solution
- Activate the option in just a few clicks from your Colissimo Box customer area, in the My account / manage my offers section.
- Easily integrate this solution by following the technical requirements detailed in the specifications.
- Inform your customers of the operating procedure in your confirmation e-mail when their order is returned.
With Colissimo, you can offer your customers a smooth returns experience tailored to their needs. A key service for improving satisfaction, encouraging repeat business and strengthening your relationship with your customers.
To find out more, contact your usual sales contact.
Not yet a customer? Fill in our contact form to be put in touch with an expert.
Sources :
(1) CSA/Colissimo 2022 - Multi-thematic Parcels
(2) IPSOS/Colissimo 2023 - Parcels usage panel
(3) E-Commerce Nation “L'expérience post-achat des 100 plus grands E-Commerçants en France
(4) Insee “Computers and Internet access: inequalities in equipment persist according to standard of living Insee Focus No 226”
