The verdict in three sentences
A clear returns policy is not a cost, it is a conversion lever: displayed simply, it raises sales by about 7 %. In Ghana, the difficulty comes from cash-on-delivery (COD) and mobile money: refunding a customer who paid cash on delivery or via MoMo requires a precise process, within 48 to 72 hours. Well designed, this policy turns a logistics risk into a trust argument.
The figures that frame the policy
Before writing a single rule, look at the real rates of the Ghanaian and Malian markets in 2026.
| 2026 indicator | Value | Implication |
|---|---|---|
| Clear policy displayed | +7 % conversion | Put it forward |
| Fashion return rate | 15-25 % | Plan the logistics |
| COD delivery refusal | 8-12 % of deliveries | Pure cost to absorb |
| MoMo refund delay | 48-72 h | Trust standard |
| Return logistics cost Ghana | GHS 10-25 | Per parcel |
| Return logistics cost Bamako | 1,500-3,000 FCFA | Per parcel |
COD delivery refusal is the most painful item: 8 to 12 % of deliveries come back, with a round trip paid but no sale. Cutting this rate goes through WhatsApp confirmation before shipping.
Designing a policy fit for COD and mobile money
The refund depends on the initial payment method. A good policy spells it out in black and white.
| Payment method | Refund method | Delay | Proof required |
|---|---|---|---|
| MTN MoMo / mobile money | Return transfer same number | 48-72 h | MoMo receipt |
| Cash on delivery | Store credit or MoMo transfer | 72 h | Signed return slip |
| Card / Stripe | Card refund | 3-7 days | Auto |
| Exchange (size/color) | Product reshipment | 5-7 days | Item photo |
Rules to publish clearly: withdrawal window (say 7 days), product condition (unworn, tag on), who pays the return by reason (defect = seller, change of mind = customer). Transparency on these three points eliminates 80 % of disputes.
Mini case study
Akosua sells ready-to-wear in Accra, 300 monthly orders at GHS 300, 60 % of them COD. Her fashion return rate is 22 %, i.e. 66 returns, and she suffers 10 % COD refusals (30 parcels) with no prior confirmation. She publishes a clear policy (7-day withdrawal, MoMo refund within 72 h) and adds WhatsApp confirmation before shipping. COD refusals drop to 4 % (12 parcels), saving 18 round trips at GHS 18, i.e. about GHS 324 per month, and the displayed policy lifts conversion by 7 %, adding about 21 orders and GHS 6,300 in monthly sales.
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FAQ
Does a returns policy really increase sales?
Yes, by about 7 % in 2026. The hesitant customer buys when they know they can return the item. A hidden or vague policy, conversely, stalls the decision and drives buyers to a more reassuring competitor.
How do I refund a cash-on-delivery payment?
By store credit or MoMo transfer to the customer's number, within 72 hours, against a signed return slip. COD allows no automatic refund, hence the importance of a written, fast process.
What is a normal fashion return rate?
Between 15 and 25 % depending on items. Fitted garments (sizing) return more than accessories. Plan the logistics and cost (GHS 10-25 per parcel in Ghana) from the start.
How do I reduce COD delivery refusals?
Confirm every order by WhatsApp before shipping. This drops refusals from 8-12 % to about 4 %, saving round trips paid for nothing. It is the most profitable move on COD.
Who pays the return costs?
The seller if the product is defective or non-conforming; the customer for a simple change of mind. Publishing this rule clearly eliminates most disputes and protects your margin.
Let's talk about your project. We draft your Ghana returns policy fit for COD and mobile money. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
