Ask any 3PL operator: how much does it cost you to handle one return? The answer will be either “I don’t know” or an undershot number like “two, three zlotys”.
Hardly anyone sits down and runs the math. Result: returns get systematically underbilled. Clients with high return rates (fashion 20–30%, electronics 8–15%, kids 12–20%) pay less than the actual handling cost.
We did the math. For a typical micro and small 3PL, one return costs 4 to 18 PLN depending on complexity. Underbilling by 6 PLN on 100 returns per month equals 7,200 PLN of lost margin per year. Per single client.
What goes into return cost
Five components. Each takes labor.
1. Receiving and sorting
The courier delivers parcels. A worker accepts the shipment, checks the manifest, sorts by client. With consolidated returns (multiple clients in one delivery), pre-sorting is added. Time: 2–5 minutes per unit.
2. Item identification
Open the parcel, check the SKU, verify which client it belongs to. Sometimes the label is missing or torn. Identification by photo then takes longer. Time: 1–4 minutes per unit.
3. Quality control
Full-value or damaged? Restockable or scrap? Manufacturing defect or customer interference? For a sealed parcel, the assessment is instant. For electronics, a functional test runs 5–10 minutes. Time: 1–10 minutes per unit.
4. Decision and action
Goods go back to stock (physical transfer + Base update), back to the client, or to disposal. Each path is a separate operation. Time: 1–3 minutes per unit.
5. System update
Stock level, order status, customer note. With a clean integration: one minute. Without it: 3–5 minutes per return.
Total: 8–25 minutes per return. At a labor rate of 40 PLN per hour (with overhead): 5.30–16.70 PLN base cost. No margin, no error buffer, no packaging or label cost included.
Market rates on the Polish 3PL market
From a benchmark of 22 operators (2024–2025):
| Return type | Market rate | Handling time |
|---|---|---|
| Sealed parcel, simple goods | 3–6 PLN | 4–8 min |
| Full-value, condition check | 5–9 PLN | 8–14 min |
| Damaged, requires assessment | 8–15 PLN | 12–20 min |
| Electronics, functional test | 12–20 PLN | 15–30 min |
| Surcharge: missing label | +2–4 PLN | +3–6 min |
Two observations. First, the 3 PLN rate exists on the market but only for the simplest returns and in volume packages (>500/mo). Second, most operators have a single rate for all returns. That’s the mistake.
Three billing models for returns
Model A: flat per return
One rate, e.g. 6 PLN per return. Simple, the client gets it, the invoice is unambiguous.
Downside: damaged returns cost 12 PLN (you charge 6) and sealed ones cost 4 PLN (you also charge 6). On average it works if the return profile stays stable. If the client has a damaged-return spike (e.g. post-holiday), you lose.
Model B: first/next SKU rate
First SKU in the return parcel: 8 PLN. Each next SKU: 4 PLN. Works well for multi-item returns (client returns 5 items from one order). The first rate covers fixed cost (parcel intake, identification), the next ones cover only incremental handling.
Best for fashion and electronics, where orders typically include 2–6 SKUs.
Model C: per kg + flat fee
Flat per intake (e.g. 5 PLN) plus a per-kg rate (e.g. 1 PLN/kg). Makes sense for oversize and heavy returns (appliances, furniture). 25 kg fridge return: 5 + 25 = 30 PLN. 0.3 kg dress return: 5.30 PLN. Real cost.
For typical fashion or small electronics, this doesn’t fit. For clients with heavy goods, it’s often the only model fair to both sides.
Numbers from a real client
Women’s fashion e-commerce. 200 orders per month, 22% return rate, so 44 returns.
Return profile: 60% full-value (client changed mind, item like new), 25% needs minor assessment (opened, condition check), 15% damaged or requiring decision.
| Pricing in contract | Real cost | Charged | Monthly loss |
|---|---|---|---|
| No return rate | 285 PLN | 0 PLN | 285 PLN |
| Flat 3 PLN per return | 285 PLN | 132 PLN | 153 PLN |
| Flat 6 PLN per return | 285 PLN | 264 PLN | 21 PLN |
| Three rates (5/8/12 PLN) | 285 PLN | 286 PLN | 0 PLN |
Underbilling 153 PLN monthly is 1,836 PLN per year. No rate at all: 3,420 PLN per year. Multiply by 8 fashion clients: 27 thousand PLN per year.
Manufacturer claims are a separate category
Often confused with returns, but they’re a different service. A claim: the end customer reports a defect, you as the operator coordinate the case with the manufacturer or distributor. You collect documentation, take photos, describe the defect, coordinate a replacement or refund.
Handling time: 20–45 minutes per case. Market rate: 25–80 PLN per case.
If you don’t have this line in your pricing, you handle claims for free. A client with 5 claims per month costs you 100–200 PLN you never recover.
How to set up the pricing
Three lines in your price list, each with a clear definition:
Standard return (full-value, courier parcel, clean identification). Rate: 5–8 PLN per unit.
Complex return (damaged, requires assessment, missing label, requires decision). Rate: 10–15 PLN per unit.
Manufacturer claim (coordination with supplier, documentation, replacement). Rate: 30–60 PLN per case.
For clients with very high return rates (>20% and >150 returns per month), you can offer a volume rate: 4 PLN per return above 200 units. You still earn, the client stays.
Next step
Pull the return count from Base for each client, last 6 months. Multiply by 6 PLN base rate. Compare with what you actually billed. The gap is your loss.
Add three rates to your pricing for new clients starting tomorrow. For existing ones, at the next contract renewal.
FulBill automatically bills returns per client based on Base data, with separation by return type. No manual Excel work, no missed lines. See /features#returns or book a call.