In the US market, where global e-commerce competition is the most intense, returns have long been a topic that sellers cannot avoid. Data shows that the overall e-commerce return rate of US consumers is between 20% and 30%, and it is as high as 30% or more during holiday promotions.
For cross-border sellers, returns not only mean additional logistics and warehousing costs, but may also affect various core operating links such as account ratings, inventory management, and cash flow. Understanding the return rules of major US e-commerce platforms and mastering the correct way to handle returns have become essential skills to gain a foothold in the US market.
Analysis of the return policies of mainstream US e-commerce platforms
In the US market, consumers have a strong right to return. In order to improve the shopping experience, major e-commerce platforms have generally formulated loose return policies, and sellers must strictly abide by the platform rules.
Amazon (Amazon) – Amazon’s return policy has strict requirements for sellers. For US buyer orders, returns can generally be made within 30 days after delivery (except for the holiday season extension policy).
In the FBA model, Amazon warehouses will inspect returned goods: intact goods are put back into inventory, slightly used goods can be returned to the seller or destroyed, and seriously damaged goods can apply for compensation.
In either case, the seller cannot recover the referral fee paid. Amazon's policy updated in March 2025 stipulates that sellers can only obtain compensation calculated based on production costs when making claims, which is extremely disadvantageous to sellers.
In addition, starting in June 2024, Amazon will charge a "return processing fee" for high-return rate goods: the return rate of goods shipped that month exceeds the category threshold, and each piece exceeding the threshold will be charged an additional fee.
The FBM (Fulfillment by the Customer) model requires sellers to match Amazon's 30-day return policy after the order is shipped, and the return package will be sent to the return address registered by the seller in the background;
The seller must refund within 2 days after receiving the return, otherwise Amazon can automatically refund and charge the seller. Professional sellers will automatically participate in the "Prepaid Return Label Program", and Amazon will send buyers prepaid return labels in the United States through the system.
It is worth noting that if international sellers do not provide a US return address, Amazon will automatically issue a "free return refund" for returns with an equivalent value of no more than $25, and no physical return is required. Recent policies require sellers to provide a solution (return or refund) within 2 days of receiving a return request, otherwise Amazon may directly refund the buyer on behalf of the seller and credit the seller's account.
Overall, Amazon's return process is strict and fast, and sellers must cooperate with the platform's operations, otherwise they will not only bear the cost, but may also be punished for declining indicators (such as order defect rate).
Temu has a relaxed return policy:buyers can apply for a return within 90 days of arrival.
The platform provides return labels within the United States (covering the entire United States except restricted areas such as military bases). The first return within an order enjoys free shipping service, and the seller or platform bears the cost; if the buyer returns the same order again, the platform will deduct $7.99 return fee plus tax from the refund for each item. Usually, the return shipping cost for non-quality issues is borne by the consumer. Only when the product quality or delivery is wrong, the return shipping cost is borne by the seller or platform.
After the return is submitted, it must be sent back within 14 days, otherwise the return application will be invalidated. In terms of the process, the buyer initiates the application through the Temu APP or website. After the platform reviews and approves it, it will provide a return certificate and logistics plan. The buyer will affix a label and mail it to the US return warehouse. After receiving the return, it will be inspected for quality. Qualified products can be put on the shelves for sale again, and unqualified products can be returned domestically or destroyed in an environmentally friendly manner.
SHEIN - Most products on SHEIN US support returns within 30 days
Buyers must comply with the platform regulations and send back the products in a brand new, unused state with complete tags and packaging. SHEIN provides buyers with free labels for the first return, and charges $7.99 for each additional item. If the returned product does not meet the return conditions (such as worn, damaged, missing accessories, etc.), the platform may refuse to refund and send the product back. The seller will deduct $7.99 from the refund of other returned products as the return shipping fee. In a few cases, SHEIN will also give a "refund without return" treatment for individual products.
In general, SHEIN's return policy is consumer-friendly and the process is mature, but it also means that sellers must bear the cost of frequent return services.
The core pain points of cross-border e-commerce sellers' return processing
Although the platform's return policy is based on improving consumer experience, for cross-border sellers, return processing has become a heavy burden, mainly concentrated in the following aspects.
1. High return shipping costs
If there is no local return warehouse in the United States, cross-border sellers can only choose to return the goods to China. The high international logistics costs and complex customs clearance process make it economically unbearable for many sellers, resulting in abandoned items.
2. Quality inspection and relabeling problems
The status of returned goods is complex and varied, ranging from damaged packaging to functional defects or missing accessories. Without professional quality inspection and standardized relabeling, it is difficult for goods to be put back on the shelves for sale, which directly causes inventory to sink.
3. Platform timeliness assessment pressure
Amazon, TEMU, SHEIN and other platforms require return processing to be completed within 48 to 72 hours. Once delayed, it will affect account performance and even face penalties.
4. Difficulty in system management and tracing
Once the volume of returns increases, manual records are prone to errors, and missed and wrong orders occur frequently. Lack of systematic management makes it difficult for sellers to control return data and the processing process is chaotic.
How to efficiently handle US returns?
Faced with the return tide, cross-border sellers not only need to recognize the pain points, but also systematically plan return processing solutions.
1. Configure a local US return warehouse to reduce logistics pressure
Whether it is FBA, FBM or a platform self-shipping seller, having a local US return warehouse is a basic configuration. Receiving returns nearby can not only greatly reduce logistics costs, but also shorten the return processing cycle and improve customer experience.
U-Speed US return service is set up to address this pain point. It has three return warehouses in the East (New Jersey), West (Los Angeles), and South (Miami), with a total area of more than 310,000 square feet and an average daily return processing capacity of more than 30,000 orders. Regardless of the size of the seller, it can quickly match the most suitable return solution.
2. Standardize the quality inspection process to ensure the safety of secondary sales
For different categories of returned goods, a standard quality inspection process should be formulated, such as functional testing for 3C products, stain inspection for clothing, and structural inspection for household items. The quality inspection results should be recorded and archived in detail to ensure data traceability.
U-Speed's US return warehouse adopts a systematic operation process. From signing, quality inspection, relabeling, secondary packaging, to re-listing or return, every link can be tracked to help sellers recover the value of goods to the greatest extent.
3. Flexibly handle returned goods in different states
Goods that can be resold should be relabeled and put on the shelves in time. Defective or defective products can be processed locally or returned to the country. Severely damaged goods must be destroyed in compliance with regulations. Through reasonable classification and processing, it can not only improve turnover efficiency, but also reduce storage and processing costs.
U-Speed supports a variety of flexible solutions such as return to the country, on-site destruction, and local donation. Sellers can freely choose according to actual conditions, and operate more efficiently and independently.
4. Launch a systematic return management platform
Through system management, the status, quality inspection and processing results of each return can be viewed in real time to avoid manual errors and improve management efficiency and transparency.
U-Speed's self-developed return management system has been connected to platforms such as Amazon, eBay, TikTok Shop, TEMU, etc., supports real-time order synchronization, and easily realizes the integration of multi-platform return management.
In the US market, returns have long been an important part of the e-commerce chain that cannot be ignored. Faced with the strict requirements of the platform and the high standards of consumers, cross-border sellers must regard return processing capabilities as one of the core operations if they want to win in the competition.
Choosing a professional return service provider like U-Speed is not only to reduce return losses, but also an important step to build supply chain resilience and enhance brand competitiveness. At a time when the return tide is intensifying, the layout of professional return transportation can not only reduce costs and increase efficiency, but also win more lasting growth opportunities in the complex and changing cross-border situation.
