Success Story: 30% Reduction in COD Returns in 3 Months
Mariana Lopes · 2026-10-07
Anti-fraud
Reducing returns in an e-commerce operation that uses cash on delivery (COD) is essential to the financial health of the business. Here are the strategies we implemented in a success story.
1. implementing new payment policies
We revamped our payment policy to include options that encourage risk-free purchases. For example, we offer discounts for paying upfront and clear information about the return process. This helped minimize fraudulent orders, since customers who choose COD tend to be more cautious.
2. adopting identity verification systems
We implemented an identity verification system at the time of order. We used data such as CPF and address confirmation through third-party services. This check helped filter suspicious orders before they were even delivered, significantly reducing the number of returns.
3. training the customer service team
We held intensive training for the customer service team. The focus was on identifying signs that customers might be likely to return their orders. The team learned to ask key questions and offer proactive support, building customer confidence and reducing cancellations after purchase.
4. analyzing post-return feedback
Each return triggered a feedback form that allowed us to collect valuable data. We analyzed why customers were returning products and used this information to improve our offer and adjust customer expectations. This practice helped us better understand customer behavior and adjust our marketing strategy.
5. measurable results with charts and data
After three months of implementing these strategies, we saw a 30% reduction in COD returns. Our charts showed a significant drop in returned orders, from 15% to 10,5% of total sales. In addition, customer satisfaction improved, reflected in a 20% increase in positive reviews.
In conclusion, these actions not only helped reduce returns but also strengthened our relationship with customers, building trust in our brand.
How many steps have you already implemented to reduce returns in your e-commerce business? Share the numbers!