Why is the number of returns on Yandex Market growing?

The rise in returns on Yandex Market is almost always linked to a mismatch between buyer expectations and reality: the product looks different from its listing, differs in characteristics, has defects, arrives with incorrect contents, or was damaged in transit.

Main Reasons for the Rise in Returns

1. Product Does Not Match the Description

The main reason for returns is that the buyer receives a product that "feels" different, even if it is formally correct. This happens when:

photos do not reflect the actual color, size, or texture;

characteristics are incomplete or contain errors;

key information is missing (material, parameters, usage features, dimensions in centimeters, etc.).

This is most often the cause of returns in categories:

clothing and footwear (fit, size, fabric);

electronics (functions, versions, contents);

home goods (dimensions, materials, appearance).

If a person sees one thing on the screen but holds something different in their hands, they return the product, even if it is defect-free.

2. Decline in Product Quality

If returns for a specific item have sharply increased after a recent supply, this is a signal to check the quality of the batch. The reasons can be:

manufacturing defects (non-working equipment, crooked seams, coating defects);

hidden damage;

substitution of materials with cheaper ones (thinner fabric, weaker plastic, different filler, etc.).

Mass returns often begin precisely after a change in supplier, manufacturer, or technical process. Until the buyer opens the packaging, they are unaware of the problem — and almost always initiate a return.

3. Errors in Order Picking and Packing

Even a good product will be returned if the "wrong" one arrives. Typical errors:

incorrect size;

different color;

wrong contents (missing parts, different accessories or cables);

a completely different item number.

Such cases immediately increase the number of returns and simultaneously damage the seller's metrics — rating, reviews, conversion rate. A single picking error often turns into a series of returns if the problem is systemic (e.g., mixed-up bins in the warehouse).

4. Damage During Delivery

Some returns occur because the product did not survive transportation. The most commonly affected items are:

fragile goods (glass, ceramics);

household appliances and electronics;

products with complex or bulky packaging.

The main reason is weak or unsuitable packaging:

insufficient protective material;

no reinforcement of corners and edges;

the product moves around inside the box.

Even a high-quality product is returned if it arrives with dents, cracks, or signs of impact.

5. Buyer Changed Their Mind

Some returns are not related to seller errors at all. The buyer may:

change their mind about the purchase;

find an alternative;

realize upon trying on or inspecting that the product is "not for them."

It is impossible to completely eliminate such returns. However, their share can be reduced through:

honest and detailed descriptions;

realistic, non-"glossy" photos;

accurate sizes and characteristics;

examples of product usage.

The clearer the product listing, the fewer impulsive and "accidental" orders that later turn into returns.

How to Reduce the Number of Returns on Yandex Market

Reducing returns involves working on several fronts simultaneously: the product listing, product quality, order picking, packaging, and analytics.

Update and Strengthen Product Listings

To ensure the buyer understands exactly what they will receive, it is advisable to:

regularly review descriptions based on actual questions from reviews;

add detailed characteristics (dimensions, composition, materials, features);

specify the contents point by point;

publish high-quality and truthful photographs (including "real-life" photos).

Every clarified parameter reduces the risk of the product being returned.

Control Supply Quality

If returns for one SKU suddenly spike right after a new batch arrives, you need to:

selectively check the quality of products from each supply;

compare materials and workmanship with previous batches;

monitor changes from the supplier or manufacturer.

With consistent quality control, mass returns become rare and predictable — the problem is visible in the statistics before it "explodes" in reviews.

Check Order Picking

To avoid sending the "wrong" product to the buyer, it is useful to:

set up a double check of the item number, color, size, and contents;

train staff on working with labels and storage bins;

use checklists or barcode scanning during picking.

Every picking error is an almost guaranteed return plus a hit to your rating.

Improve Packaging

To reduce returns due to damage, you should:

strengthen packaging for fragile and expensive goods;

use a sufficient amount of cushioning material;

secure the product inside the box to prevent movement;

test the packaging: can it withstand drops, shaking, and pressure?

Even a small improvement in packaging often reduces the share of damage significantly.

Analyze Reviews and Return Reasons

The main source of information is buyer comments and return statistics for each SKU. It makes sense to:

track what is most often mentioned in reviews (runs small, wrong color, breaks, weak packaging);

correlate spikes in negative reviews with increases in returns;

make changes promptly: refine the listing, change packaging, address issues with the supplier.

How to Monitor Returns

Returns are not only lost sales but also additional costs for logistics and order processing. To identify problematic products in time, it is important to regularly analyze return statistics.

In Torgstat, you can:

track the number of returns for the entire store and for each product;

view the amount of returns in rubles for the store and for individual items.

This allows you to:

quickly find products with abnormally high return rates;

assess the actual financial losses for each item;

decide which products require attention first.

If returns start to rise across several products at once, it often indicates a problem in processes: changes from suppliers, warehouse disruptions, logistics errors. Through Torgstat reports, such trends are visible much earlier than through reviews.

Frequently Asked Questions

Why have returns on Yandex Market increased?

Most often due to inaccurate or incomplete product descriptions, deterioration in product quality, errors in order picking, and damage during delivery.

How do I know which product is returned most often?

You need to regularly review return statistics for each product: the number and amount of returns. This quickly identifies items that cause the most problems and losses.

Do returns affect profit?

Yes. Returns reduce revenue and simultaneously increase costs for logistics, order processing, and customer service, so a high return rate directly reduces the seller's profit.

Which return metrics should be monitored first?

The main metrics are the number of returns and the amount of returns for the store and for each product. They show the scale of the problem and help determine which items need to be addressed as a priority.