How to Manage E-commerce Returns Between the UK and the EU Post-Brexit

Managing returns is a critical part of your e-commerce operation—especially now that Brexit has introduced new customs requirements between the UK and the EU. A smooth reverse logistics process not only reduces costs but also keeps customers loyal. In this article, we’ll cover:

• The main challenges of post-Brexit returns
• Required documentation for international returns
• A step-by-step reverse logistics workflow
• Automation tools to streamline returns
• Tips to minimize your return-related expenses

1. Challenges of Post-Brexit Returns

After Brexit, returning an item across the UK–EU border is no longer as simple as printing a label and sending it back. New hurdles include:

1. Customs declarations for every return shipment.
2. Potential duties and VAT adjustments if the item has been repaired or repackaged.
3. Longer transit times due to border checks and paperwork.
4. Increased costs from additional handling and customs fees.

If your process isn’t optimized, you risk unhappy customers, higher operational costs, and longer lead times.

2. Essential Documentation for Returns

To ensure compliance and speed, each return shipment must include:

• Return Merchandise Authorization (RMA) form with order details, reason for return, and return address.
• Commercial Invoice marked “Returned Goods” with original value and reason.
• EORI number of the return recipient (your facility) in the destination jurisdiction.
• Customs declaration (CN22/CN23 or SAD) depending on parcel size and value.

Missing or incorrect paperwork can result in shipments being held or returned to sender.

3. Reverse Logistics Workflow

Follow these steps to manage returns seamlessly:

1. Customer submits return request via your portal—generate RMA and printable return label.
2. Package and label: customer uses pre-paid label that includes your UK or EU EORI.
3. Export declaration at origin customs: file online (UK CHIEF/CDS or EU national system).
4. Transport to border: choose a carrier experienced in cross-border returns.
5. Import clearance at destination: we handle duties, VAT refunds, or reclassification.
6. Quality check & restocking: inspect returned goods, update inventory in your system.
7. Refund or replacement: issue payment refund or dispatch a new order.

At Store it Send it, we coordinate every step—from generating customs paperwork to final delivery at your returns center.

4. Automation Tools for Reverse Logistics

Automation is key to reducing manual errors and delays:

• RMA management platforms (e.g., Returnly, Loop): automate return labels and track status.
• Customs software integrations (e.g., Descartes, Kewill): auto-generate and submit declarations.
• ERP/WMS connections: link returned item receipts directly to your inventory system.
• Customer notifications: automatic emails or SMS alerts at each return milestone.

Integrating these tools with Store it Send it’s API ensures your returns are processed without manual intervention.

5. Tips to Minimize Return Costs

• Local return hubs: establish a UK and EU consolidation point to avoid two-way duties.
• Consolidate low-value returns: ship grouped parcels to reduce per-package fees.
• Clear return policy: limit return windows or require proof-of-purchase to deter frivolous returns.
• Use DDP returns: we pre-pay duties and VAT, streamlining customer experience.

Ready to simplify your cross-border returns and delight your customers?
Contact us and let Store it Send it handle your reverse logistics with ease.