LoginReducing Returns in E-Commerce: How Number Verification and RCS Secure the Purchase Process
The Problem: Returns Cost More Than Logistics
Returns are expensive—not just because of shipping and processing. A significant portion of the costs arises even before that: from abandoned carts, incorrect customer data matching, and communication breakdowns after purchase. Customers who aren’t sure if a product will fit order multiple versions and send half of them back. Customers who don’t receive reliable follow-up after purchase are less likely to trust the retailer next time.
There are two structural issues at play here: First, the login process is a hurdle for many users—and an incorrect login means customer data cannot be properly matched. Second, post-purchase communication is often anonymous, lacking context and interaction. An SMS with a tracking number is the bare minimum—but it doesn’t build trust or loyalty.
The combination of the Number Verification API and the RCS API directly addresses both problems: at the start of the purchase process and on the final communication channel after completion.
The following scenario illustrates the complete process – from the first visit to the online store to post-purchase communication that actively reduces returns.
Step 1: Seamless login via Number Verification
When a customer opens the app or logs in to the online store, the Number Verification API checks in the background whether the stored mobile number matches the SIM card currently active in the device. The result is binary: true or false—no OTP, no input, no media break.
What this means for the purchasing process: The customer is identified in seconds, and the data record is correctly assigned. Personalized product recommendations, saved shopping carts, and shipping addresses are immediately available. The conversion rate increases because friction at the first touchpoint is eliminated.
Step 2: Recognize the purchase signal – shopping cart as a trigger
Items in the shopping cart are a clear signal of purchase intent. Especially with fashion products, where uncertainty about fit or color is high, a significant proportion of users abandon their cart before checkout. This moment is the critical trigger for proactive communication.
The backend detects the abandonment via an event and compiles the necessary data: verified phone number from Step 1, product details from the shopping cart, purchase history from the CRM. This lays the foundation for a personalized RCS contact.
Step 3: Personalized Communication via RCS
Instead of a generic shopping cart abandonment email, the customer receives an RCS message—directly in the native messaging app, without needing to install an app, featuring a verified sender logo and brand colors.
The message contains specific product recommendations based on the shopping cart contents and purchase history, interactive buttons for direct actions (“Discover product,” “Order now”), an advisory option for size or style questions, and a personalized greeting.
This reduces returns not just after the purchase, but even before it: customers who select the right size or model before buying are less likely to return items.
Step 4: Post-purchase communication that builds trust
After the purchase, RCS communication continues what began during the buying process. The customer receives a shipping confirmation with a tracking link, a request for a review via a Quick Reply button, as well as care instructions or styling tips for the purchased product.
Every interaction is measurable: read status, button clicks, replies. This is data that a standard SMS can never provide. Forrester Research estimates that a personalized shopping experience increases purchase intent by 36%. The key lies not in more communication, but in better communication: verified, channel-specific, and context-based.
Why Number Verification Is the Starting Point
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