Underinsured transport – where does the risk arise?

Standard courier services are based on the carrier's limited financial liability. In domestic transport, this is regulated by the Transport Law, and in international transport, by the CMR Convention, where compensation limits are often calculated based on the SDR (Special Drawing Rights) . In practice, this means that compensation calculated "per kilogram" can be drastically lower than the actual value of the goods.

If the returned item is of high value (e.g., electronics, jewelry, specialized equipment), the lack of additional insurance may result in a significant loss for one party. This risk arises in several scenarios:

• the customer does not declare the real value of the shipment upon shipment,
• the shipment is not adequately protected against the rigors of transport,
• the online store's regulations do not specify the rules of liability depending on the return model,
• there are no clear instructions on safe packaging and return insurance.

In the digital world, where margins can be tight, a single incident can significantly impact an entire month's profitability. Therefore, it's worth analyzing operational and logistical processes, for example, as part of an e-commerce audit .

How can an online store protect itself against loss?

1. Clear returns policy and division of responsibilities

The regulations should clearly define who is responsible for transport. It's worth emphasizing that when the customer chooses the carrier, they become a party to the contract and are responsible for pursuing claims in the event of a lost parcel.

2. Returns system with generated label

Implementing an automated system allows for control over carrier selection and insurance levels. While the store assumes the transportation risk, it also gains full control over the claims process. This solution can be implemented as part of the Automation and Integration .

3. Customer education and transparent communication

The return instructions should include clear information about the need to properly secure the goods and a recommendation to purchase additional insurance for more expensive products if the customer ships them themselves.

4. Data analysis and process optimization

If the number of disputes over damaged packages is increasing, it's worth analyzing the purchase path and communication. Logistical problems often stem from unclear instructions, so a UX audit of the online store .

Lost returns and brand reputation

In 2026, reputation is the most valuable currency. A dispute over a lost shipment can quickly spread to social media. Even if the customer is technically responsible, the communication method and support offered (e.g., assistance with a complaint with the courier) are crucial to image.

An online store that clearly communicates its policies builds greater trust. A returns strategy should be part of a broader brand policy , supported by activities such as e-commerce marketing.

Responsibility for shipment depending on the return model

How to prepare an online store for such situations?

The most important thing is prevention. It's worth:

• analyze and tighten sales regulations,
• implement a controlled returns system with an insurance option,
• automate communication regarding return status,
• regularly update procedures based on changing courier price lists.

Changes in regulations and rising expectations are making the returns process a key competitive advantage . In the digital world, online stores that combine legal certainty with high service standards and clear logistics principles are winning.

Will lost returns become a bigger challenge in the coming years?

The growth of online sales naturally means a greater number of returns and potential disputes. Companies that address insurance and shipping liability issues now will be in a much stronger position. Transparency, automation, and well-designed communication are the foundations for the stable development of e-commerce in the future.