Platform optimizes reverse logistics and accelerates refunds in e-commerce

Reverse logistics is the process by which products return from the consumer to the retailer or manufacturer, whether for reasons of exchange, defect or sustainable disposal. In e-commerce, it plays a key role in ensuring that returned items are properly reintegrated into stock or disposed of responsibly. This system not only minimizes financial losses, but also streamlines refunds, an essential step to improve customer satisfaction.

According to a survey by the National Retail Federation (NRF), the rate of returns in e-commerce reached 17.6% in 2023, reflecting its impact on the profitability of companies. For many retailers, the challenge is to reduce the processing time of these returns and accelerate refunds, turning the negative experience into an opportunity for long-term customer loyalty.

According to Carlos Tanaka, CEO of the PostalGow, a leading company in logistics solutions with national capillarity and creator of the RevolvaFácil platform, which focuses precisely on the standardization of returns, an efficient reverse logistics structure can streamline various organizational processes. “The standardization in the handling of returned products ensures that the items are checked correctly, agile and consistently, reducing errors and losses, and accelerating the following processes, such as restocks and refunds”, he explains.  

Technology and Integration as Allies

This agility is essential since a fast and transparent process has become a competitive differential in e-commerce, with 83% of consumers, stating that the ease of returns influences their future purchase decisions, according to the NRF survey. “For companies that want to accelerate the return cycle and ensure customer satisfaction, establishing an integrated management and automation system in reverse logistics is essential”, says Tanaka.

With this, the use of integrated technologies with artificial intelligence for automatic routing and real-time data analysis has made it possible to reduce errors and processing times, offering end consumers a practical return experience and a hassle-free refund. “By integrating reverse logistics directly with the inventory management system and ERP platforms, as is possible with RevolvaFácil, companies are able to track products from the beginning of the return to the refund, ensuring full visibility and control,” emphasizes the specialist.

Innovation is against the trends in digitization and sustainability in companies, where automation and artificial intelligence have been used to improve process efficiency, reduce operating costs and even minimize environmental impact. “Today, reverse logistics is not just a matter of choice, it has become a necessity. Taking on this responsibility goes beyond customer service, allowing companies to convert an operational challenge into a strategic advantage,” concludes Tanaka.