nShift lets retailers set return fees and periods order by order ahead of peak

A new rule engine and built-in AI guidance give ecommerce teams direct control over returns policy

nShift, the global leader in delivery and experience management, has added a new self-service rule engine to nShift Returns. This allows retailers to set return fees and return periods order by order, instead of applying one standard policy to everything. Research published by IMRG and nShift, based on 1,000 UK consumers, found that 86% consider a retailer’s returns policy “very” or “quite important” when deciding whether to buy online.

Shoppers do not judge every return the same way, and peak is when the difference shows most. A retailer can make returns free above a chosen basket value, extend the return window for orders placed during a gifting campaign, or waive the fee when the customer takes store credit. Once the conditions match, nShift Returns applies the relevant terms automatically.

In the same research, 48% of shoppers said charging frequent returners is fair and 26% said the same of international returns, while 26% said they actively avoid retailers that charge for returns. A single approach, whether charging for returns or offering them free, risks leaving part of that audience behind.

nShift’s rule engine turns a policy into something the returns process can execute. Rules can apply across selected markets and separately to returns, claims or exchanges. The standard market policy remains in place for orders that do not match a rule, so retailers can add exceptions without rebuilding the underlying return flow.

nShift has also introduced nShift Companion into Returns. Teams can ask how to configure a market, return option or rule while they work, with answers drawn from nShift Returns documentation. Companion explains and suggests; the team makes the decision and the changes.

The rule engine and Companion together move more day-to-day returns decisions into the hands of ecommerce and operations teams. Policy changes that previously became support tickets, manual exceptions or one-off workarounds can instead be configured and applied inside the return flow. nShift followed the same approach when it expanded Companion into Track earlier this year, putting product guidance alongside the delivery work teams were already doing.

“Returns policy affects conversion, margin and loyalty long before the parcel comes back.

Peak puts more pressure on those choices because campaigns, gifting and higher volumes all arrive at once. Retailers need to decide where free returns make sense, where a fee makes sense and how long each window should run, then have the business apply that policy consistently. We are putting that control directly into Returns.”

Johan Hellman, Chief Product Officer at nShift

nShift Returns manages the return journey from the customer’s return request through shipping, refunds, exchanges and warehouse processing. Both the rule engine and nShift Companion are now available in nShift Returns.

Discover how nShift Returns handles each step from return request to restock: Explore nShift Returns.