With e-commerce generating over $5.8 trillion globally in 2023, according to Industry Growth Trends, the number of returns has also grown, representing up to 30% of online purchases in Brazil.
This significant volume has highlighted the need for faster and more reliable processes. Companies investing in automation and standardization are leading the role of returns logistics, improving operational efficiency and promoting sustainability.
The importance of standardization in retail
Managing returns on a large scale is a challenge that requires precision and consistency. The lack of standardization, such as unequal deadlines and inconsistent handling of returned products, can lead to high costs, inventory losses, and customer dissatisfaction.
Carlos Tanaka, founder of PostalGow, explains how standardization transformed this scenario. ‘Creating consistent return flows allows companies to reduce errors, speed up processes, and improve customer experience. At PostalGow, every step, from collection to reconditioning, follows clear and automated protocols.’
PostalGow uses an integrated network of over 9,000 collection points and Distribution Centers equipped with advanced sorting systems. This standardized model ensures that every return is processed quickly and efficiently, regardless of volume or geographic location.
Automation is another pillar in modernizing returns logistics. Tools like artificial intelligence and real-time tracking systems help reduce processing time and increase reliability.
The DevolvaFácil platform, developed by PostalGow, integrates with the ERP systems of client companies to monitor the entire returns cycle, from voucher issuance to product reconditioning or recycling. ‘Technology allows us to track every step of the process and quickly identify operational bottlenecks, correcting them proactively,’ explains Tanaka.
In Distribution Centers, automation goes beyond tracking. Intelligent processes automatically identify the condition of returned products, separating them for reuse or disposal. This automated sorting reduces human errors and speeds up the returns flow, allowing reconditioned products to return to the market quickly.
Efficiency and sustainability
Standardization and automation directly impact sustainability. Reconditioning equipment reduces the need to manufacture new products, decreasing the extraction of natural resources and greenhouse gas emissions.
Additionally, standardized processes ensure that recyclable materials are properly separated and sent for reuse. PostalGow reconditions up to 70,000 pieces of equipment per month and recycles components that cannot be reused, promoting a circular economy.
For retail, these advancements also represent significant savings. Studies show that automation can reduce operational costs by up to 30%, while improving customer experience. ‘We transform a process often viewed as a cost into an opportunity to create value, both for companies and consumers,’ highlights Tanaka.
Customer experience
A well-structured returns logistics also strengthens the relationship with the customer. The ease of returning a product and the speed in processing refunds or exchanges are decisive factors for customer loyalty.
PostalGow, for example, invests in convenience by offering thousands of return points in partnership with Correios and other accredited partners. Consumers can return products easily and track the progress of their returns in real time, ensuring transparency at every step.
