Shipping costs under control: Your fynax guide for revocation and returns

As an online retailer, are you wondering how to avoid being stuck with the shipping costs in the event of a withdrawal or return? Then you've come to the right place. We'll take a look at the legal rules that apply in Germany and how you can cleverly manage your shipping costs as a small or medium-sized enterprise (SME).

General regulation on shipping costs

In principle, under German law, the buyer bears the shipping costs unless the retailer expressly offers free shipping. Shipping costs are considered part of the purchase price and must be clearly and comprehensibly communicated to consumers before they submit their contractual declaration. We recommend stating this not only in your terms and conditions, but also in the shipping information in the store and, above all, directly in the shopping cart. This way, you ensure transparency and your customers can see immediately what costs they can expect. If costs are charged or concealed after the contract has been concluded, they are invalid.

The legal situation in the event of revocation

In the event of withdrawal, you must reimburse your customers for the shipping costs, but only for the amount of the standard shipping offered by you. If buyers choose a more expensive shipping option, they are not entitled to a refund for the difference to standard shipping (§ 357 Abs. 2 BGB). However, you may also pass on the direct costs for the return shipment to the consumer if you have transparently stated this in the cancellation policy (§ Section 312g (1) No. 10 BGB, § Section 357 (6) BGB). This must be in clear, understandable language in text form, be clearly visible and include the statutory sample withdrawal form contain or link to.

You can find a sample revocation instruction here.

Arrange costs for outward and return shipment

Free shipping is a strong conversion driver, but must not lead to this becoming a financial burden. Instead, set a minimum order value above which shipping is free. This ensures that the expenditure is more profitable for you and also increases the average basket value. Time-limited free shipping promotions can also increase sales, but must be cushioned in the calculation by a temporary promotional surcharge.

Communicate clearly in the withdrawal policy that your customers must bear the costs in the event of a withdrawal. In terms of customer friendliness, you can accommodate them by sending discounted return labels by email and using parcel service cooperations. This way, your buyers benefit from good service and better conditions.

Tips for optimizing shipping costs

• Diversify shipping network

Conclude individual contracts with different logistics service providers. This gives you the freedom to choose the most favorable rate for each shipment. Large savings are possible depending on weight, volume and destination region.

• Automated tariff calculation

Common e-commerce systems offer a live query of the current shipping rates of many logistics providers via plugins. Multichannel tools also integrate real-time data for many marketplaces. This allows customers to benefit from transparent, automatically calculated shipping costs at checkout.

• Efficient packaging management

Pay attention to the right packaging. Well-adapted box sizes and lightweight yet robust protective materials keep volume and weight low and directly reduce shipping costs. Optimal packaging can also prevent returns due to transport damage, which also saves costs and effort.

• Bundled freight

It is worth collecting returns in your warehouse and sending them back to manufacturers or wholesalers in bundles. This approach minimizes unit costs considerably and reduces administrative work as a side effect.

• Communicate shipping promises

Clear shipping prices and reliable delivery times create trust. Hidden additional costs in the checkout, on the other hand, act as a deterrent and lead to shopping cart abandonment.

Conclusion

Shipping costs are more than just a business burden. With a legally compliant cancellation policy, flexible returns solutions and an optimized shipping strategy, you can strengthen your customers' loyalty and set yourself apart from the competition. Start revising your processes step by step today - your budget and your conversion rate will thank you for it.