02 February 2026
7 trends you can’t ignore from the 2026 eCommerce Report
Explore online shopping trends from the Australia Post eCommerce Report, plus practical takeaways you can use to drive growth now
Offer your customers a streamlined parcel returns process, including printer-less returns and 20,000+ drop-off locations.
Key points
- Returns are a big part of online shopping; a clear and simple returns process is the most important feature of a return policy according to online shoppers.1
- 37% of online shoppers chose to purchase from one site over another based on the quality of the returns options.2
- eParcel Contract customers can choose from four returns options, making the process quick and easy for them and their customers.
What is eParcel Contract with Australia Post?
eParcel Contract is an annual contract that helps you unlock more options for domestic and international deliveries. Benefits include competitive contract rates based on annual spend, more delivery, pick-up and integration options than ever before, and local support when you need it.
Your business is eligible for eParcel Contract if you send 2,000+ domestic parcels a year and/or spend $3,000+ on international parcel sending each year.
What are the benefits of quick and easy returns?
Today’s savvy online shoppers aren’t just on the lookout for a great find. Even at the time of purchase, they’re thinking about what will happen if the item isn’t quite right. In fact, a clear and simple returns process is the most important feature of a return policy according to online shoppers.1
Choosing Australia Post’s eParcel Contract parcel returns comes with numerous benefits that enhance both customer experience and your operational efficiency.
1. Simple setup and fast onboarding
Setting up the eParcel Contract service is straightforward, with a fast-onboarding process that allows you to start offering streamlined returns quickly. This ease of setup means minimal disruption to your existing operations and a swift enhancement of your returns process.
2. Tracking and notifications
Both you and your customers can track the progress of returns online, with notifications provided throughout the delivery journey. This transparency builds trust and keeps customers informed, reducing the need for follow-up inquiries and enhancing satisfaction.
3. Printer-less returns
One of the standout features of Australia Post’s returns service is printer-less returns. Depending on which returns option you choose, customers can print labels at participating Post Offices and lodge on the spot, removing the need for a home printer. It’s a convenient and simple process for shoppers.
4. Extensive drop-off locations
With over 20,000 drop-off locations, your customers can easily find a nearby spot to return their parcels. This extensive network ensures that returning items is never a hassle, no matter where your customers are located.
What return processes are offered by Australia Post?
Australia Post’s eParcel Contract service stands out by offering a variety of returns options to suit different business needs. These options ensure flexibility and convenience, making it easier for your customers to return their parcels and for you to manage the process efficiently.
1. Returns Portal
The Returns Portal is a user-friendly, co-branded online platform where your customers can print their own return label at home or at their local Post Office. This self-service option empowers customers, reducing the need for direct contact with your support team and streamlining the return process.
To get set up, you’ll need to be using eParcel Contract with Australia Post, and then register for a Returns Portal. Our Lodgement Support team will handle the onboarding and you’ll receive an activation email to complete your set up and begin configuring the portal. It can be up and running in a matter of days.
2. Returns Portal Plus
For a free, fully integrated option, Returns Portal Plus offers the same features as Returns Portal but with added benefits for you and your customer including:
- Seamless online experience by allowing customers to select which items they're returning and why.
- Capability to build in return rules, like non-returnable items and multiple return addresses.
- Enhanced customisation, like allowing you to use your own business-specific terms to ensure consistency across your site.
3. Returns Label Enclosed
Simply provide a return label inside the parcel and you’ll only pay return shipping if the item is returned. If you send the item in a returnable satchel, the customer can re-seal it, apply the label and lodge—simple!
4. Contact You Returns
This option allows your customers to contact you directly when they need to arrange a return. You then create a return label using your eParcel Contract account and email it to the customer, who can print it at home or at a select Post Office. This method provides a personalised touch, catering to customers who may need additional assistance. It’s also ideal for large, bulky or high value items.
Australia Post’s eParcel Contract service offers a range of features and benefits to streamline the shipping and returns processes, enhancing both operational efficiency and customer satisfaction. If you’re keen to start offering a simple returns process to your own customers, get in touch with one of our experts.
Originally published on 29 June 2022
Want to offer your customers a simple returns process?
Choose from four parcel returns options with eParcel Contract.
1 Consumer Parcel Receiver (eCommerce) survey
2 AP Consumer Omnibus Survey (Jan 2023)
Journalist and writer
Alexandra Oke
Alexandra Oke is a content manager specialising in eCommerce, customer experience and small business growth. She brings extensive experience writing for brands across Australia and the UK, translating research and industry insights into practical guidance. Her work supports Australian SMBs to strengthen operations across delivery, logistics and online performance, with clear, evidence-based content grounded in real-world business needs.