Like every November, Black Friday, scheduled for the 29th this year, is eagerly anticipated by e-commerce customers and companies in Brazil. Confi.Neotrust projections indicate that, during the days leading up to and following the period, the sector’s revenue will reach R$ 9.3 billion, a 9.1% growth compared to 2023. However, a higher volume of sales brings a challenge: the increase in returns.
Ebit Nielsen’s research, which monitors the sector, indicates that return or product exchange requests occur in about 30% of online purchases. This rate tends to increase during Black Friday due to the high sales volume, demanding extra attention from brands to efficiently manage reverse logistics and ensure customer satisfaction.
According to Carlos Tanaka, CEO of PostalGow, Black Friday is a critical moment for e-commerce in terms of logistics overall, and efficient reverse logistics becomes essential to maintain consumer trust and ensure a satisfactory shopping experience, even in the face of returns. “A coordinated team equipped with a robust platform that assists in this process enables companies to manage returns swiftly and standardized, reducing costs and enhancing the customer experience,” he states.
Efficiency and sustainability in management
Reverse logistics platforms offer integration with ERP systems, allowing companies to track, in real-time, each stage of the return process, from order issuance to processing at Distribution Centers. Automation of these processes and standardization of handling returned products help optimize operations, reduce errors and costs, and enhance customer experience. “The DevolvaFácil platform, for example, integrates technologies and standardized practices that help address peak periods challenges, ensuring both customer satisfaction and commercial operations sustainability,” explains Tanaka.
During Black Friday, when returns reach critical levels, these platforms play a crucial role in managing the surge in demand. With this support, companies can monitor each stage and quickly adjust operations to deal with the high volume of returned products. Adopting a system that centralizes and standardizes return handling enables Distribution Centers to maintain inventory control and reduce losses, something increasingly important in e-commerce.
As Black Friday approaches, it is essential for digital commerce networks to invest in solutions that ensure efficiency in reverse logistics. The increase in returns demands agile and well-structured processes, ensuring each returned product is handled quickly and accurately. “This not only strengthens the company’s image with its customers but also drives sustainable and financially efficient operation, tailored to market demands,” concludes PostalGow’s CEO.
