How can WhatsApp help you reduce order returns in eCommerce?

Miodrag Magyar
Last updated July 21, 2023
How can WhatsApp help you reduce order returns in eCommerce?

Order returns can be a major issue for eCommerce businesses, resulting in lost revenue, decreased customer satisfaction, and increased operational costs. The good news is there are various strategies you can implement via WhatsApp to reduce the number of order returns and keep your customers coming back for more. In this blog post, we’ll explore how WhatsApp can help you reduce returns and keep your customers happy.

How to reduce order returns via Whatsapp Business Platform/API?

The WhatsApp Business Platform/API is a powerful tool that can help eCommerce businesses reduce order returns and improve customer satisfaction. The API connected to a customer communication platform like Rasayel allows you to communicate directly with customers and provide them with real-time updates on their orders; it can help prevent confusion and reduce the number of returns.

Additionally, by being available on WhatsApp, you can provide customers with product recommendations, answer questions, and resolve any issues they may have, further reducing the risk of returns.

Additional benefits of using WhatsApp in eCommerce

The use of WhatsApp Business Platform/API in eCommerce has a range of benefits beyond just reducing order returns.

Increased customer engagement

You can communicate directly with your customers and provide real-time updates on their orders. This increased engagement level helps foster a strong relationship between you and your customers, leading to increased customer satisfaction and loyalty.

Improved customer retention

With the ability to provide personalized and immediate customer support, you can help improve customer retention and reduce customer churn. By providing quick and efficient support, you can address customer concerns and resolve any issues, leading to a better overall customer experience.

Personalized customer support

You can provide a more personal and efficient customer support experience to establish a strong brand reputation and increase customer loyalty. This can lead to repeat business and a steady stream of new customers, helping you grow your eCommerce business over time.

Strong brand reputation

You can help establish a strong brand reputation and increase brand awareness. This can lead to increased customer loyalty and an overall increase in sales.

Now that we established why using WhatsApp Business Platform/API can help you grow your eCommerce business while developing strong and meaningful relationships with your customers, let’s discuss some strategies to reduce order returns.

What are the common reasons for RTO in eCommerce?

Let’s talk about the reasons for RTO - the biggest bummer in the eCommerce business. By understanding the common reasons for RTO (Return to Origin), you can take steps to reduce the number of returns and improve customer satisfaction. The top five culprits are:

Incorrect sizing

Incorrect sizing is one of the most common reasons for return. Sometimes sizes differ between brands, or an item runs small or large. Offering size charts and additional product photos can help customers make more informed decisions. You can also use customer feedback to optimize sizing information for each product.

Incorrect item received

Receiving an incorrect item can be a frustrating experience for customers and a logistical nightmare for businesses. Implementing a double-check system during packaging and shipping can reduce this issue. Providing detailed product descriptions and images can also help set proper expectations and minimize any confusion.

Damaged goods

Customers may initiate an RTO if they receive an item that is damaged or defective. This can be due to improper packaging or handling during shipping.

Changed mind

Sometimes, customers may change their minds about an item and initiate an RTO. This can be due to a variety of reasons, such as not liking the item in person or realizing it does not fit their needs or expectations.

Shipping issues

RTOs can also be initiated due to shipping issues, such as long shipping times, incorrect shipping information, or lost or stolen packages.

Quality issues

Customers may initiate an RTO if they feel that the item is not of the quality they expected, such as if it is cheaply made or of poor workmanship.

Tips for reducing order returns

By implementing the following tips , you can help reduce the number of order returns and improve customer satisfaction in your eCommerce business. Whether you’re using WhatsApp Business Platform/API or other tools, the key is to focus on providing a seamless and enjoyable customer experience that exceeds expectations.

Provide high-quality images and detailed descriptions for all products listed

Providing accurate and detailed information about each product listed on your eCommerce site is essential to reduce order returns. This includes high-quality images and videos accurately representing the product and clearly showing its features and details.

Additionally, detailed product descriptions should be provided to help customers understand the product’s features, size, material, etc. Integrating a product catalog into your WhatsApp Business profile can help you send the right information to your customers with a single click.

A Product catalog on the WhatsApp Business app showing different items.

Incorporate size guides and fitting tools for customers

A common reason for order returns is incorrect sizing. To prevent this, you can implement size guides and fitting tools to help customers determine the right size. This can include a detailed size chart, a virtual fitting tool, or even a video demonstrating how to measure.

You can provide customers with size charts, measurement tools, and other resources via WhatsApp to help them make the right purchasing decisions.

Encourage customers to leave reviews and offer incentives for doing so

Encouraging customers to leave reviews can provide valuable insight into the quality of your products and customer satisfaction. By offering incentives for leaving reviews, such as discounts or rewards, you can increase the number of reviews and gain valuable feedback.

You can send automated WhatsApp messages to customers after their purchase, asking for a review and offering incentives for leaving one.

Interactive WhatsApp message template for requesting a review.

Incentivizing customers to leave reviews encourages them to engage with your brand. This can increase brand loyalty and reduce the likelihood of returns because customers are more invested in your product or service.

Establish a reputation for exceptional customer service

Providing excellent customer service reduces order returns and builds customer loyalty. Responding promptly to customer inquiries and providing personalized support can help prevent misunderstandings and resolve issues before they lead to returns.

WhatsApp message templates are perfect for providing personalized, real-time customer support and helping establish a strong brand reputation.

With the WhatsApp Business Platform/API, you can now establish a more personal connection with your customers. By connecting WhatsApp to a customer support platform like Rasayel, you can deploy a chatbot that can interact with customers 24/7, respond to their queries, and even help them make orders when it’s convenient for them. This way, you can resolve customer issues efficiently while also providing them with a seamless experience.

Moreover, the chatbot can also be programmed to provide customers with personalized recommendations, offer discounts and promotions, and much more. All in all, the WhatsApp Business Platform/API provides you with a comprehensive solution to your customer support needs, allowing you to build stronger relationships with your customers and enhance their overall experience with the brand.

A conversation with a WhatsApp chatbot, including interactive features.

Ensure accuracy with every order

Shipping the wrong product or incorrect quantities is a common reason for order returns. It is important to fulfill every order and double-check the details before shipping accurately to prevent this.

Use WhatsApp to confirm customer orders and shipping details, as well as to provide real-time updates on the status of an order. The good news is, with Rasayel, you can automate this entire process.

Continuously analyze and make necessary adjustments

Regularly reviewing and analyzing your returns data can provide valuable insights into the reasons for returns. Use this information to make necessary adjustments to your processes and improve the customer experience.

Use WhatsApp to gather customer feedback and insights and to make real-time changes in response to customer needs and preferences. Don’t know how to ask for customer feedback? Read our recent post, “Using WhatsApp for market research and feedback.”

Take action to address repeat returners

Repeat returners can significantly impact your business’s bottom line. Identifying and addressing the reasons for repeat returns and implementing strategies to reduce their impact is important. With WhatsApp, you have an open channel for communication with your customers. Use it to get to the root of their dissatisfaction and prevent further order returns

Update customers on their order’s shipping status

Keeping customers informed about their order’s shipping status is crucial for reducing order returns and improving customer satisfaction. By using WhatsApp Business Platform/API, you can provide real-time updates to customers and keep them informed about their order’s progress. This can help prevent misunderstandings and reduce the likelihood of returns due to shipping issues.

Make the return process a positive experience for customers.

The return process can be a major factor in customer satisfaction. By making the process simple, seamless, and as painless as possible, you can turn a negative experience into a positive one and increase the likelihood of future purchases.


In conclusion, reducing order returns is an important goal for any eCommerce business. By improving product descriptions, implementing size guides and fitting tools, providing outstanding customer service, and using WhatsApp Business Platform/API to communicate directly with customers, you can significantly reduce the number of returns and improve customer satisfaction.

Learn more

If you’d like to learn more about how WhatsApp can help you grow your business, please reach out to us on WhatsApp at +13024070488.

We also offer a free consultation session where we review your use case, answer any questions about WhatsApp, and help you build a strategy to make the best out of the platform. Book a call with us here. We’d love to speak with you:

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About the author
Miodrag Magyar

Miodrag brings over 15 years of hands-on experience in content writing and marketing, with a talent for making even the trickiest topics clear and interesting. His passion lies in guiding businesses to effectively utilize WhatsApp to build stronger customer relationships and drive results. With an eye for detail and a heart for storytelling, he’s here to show how effective WhatsApp communication can boost sales and enhance customer engagement.

@Miodrag Magyar on LinkedIn