As every November, Black Friday, scheduled for the 29th this year, is eagerly anticipated by customers and e-commerce companies in Brazil. Neotrust Confidence Projections indicate that, during the days before and after the period, the sector's revenue will be R$ 9.3 billion, a 9.1% increase compared to 2023. However, a higher sales volume brings with it a challenge: an increase in returns.
Ebit Nielsen surveys, which monitor the sector, indicate that requests for product returns or exchanges occur in about 30% of online purchases. This rate tends to increase during Black Friday due to the high volume of sales, which requires brands to pay extra attention to efficiently manage reverse logistics and ensure customer satisfaction.
According to Carlos Tanaka, CEO ofPostalGowBlack Friday is a critical moment for e-commerce in terms of logistics overall, and efficient reverse logistics becomes indispensable to maintain consumer trust and ensure a satisfactory shopping experience, even in the case of a return. "A coordinated team equipped with a robust platform that assists in this process allows companies to manage returns quickly and standardized, reducing costs and improving the customer experience," he states.
Efficiency and sustainability in management
Reverse logistics platforms offer integration with ERP systems, enabling companies to monitor, in real time, each stage of the return process, from order issuance to processing at Distribution Centers. The automation of these processes and the standardization of the treatment of returned products help optimize operations, reduce errors and costs, and improve the consumer experience. "The DevolvaFácil platform, for example, integrates standardized technologies and practices that help address peak period challenges, ensuring both customer satisfaction and the sustainability of business operations," explains Tanaka.
During Black Friday, when returns reach critical levels, these platforms play a key role in managing the increased demand. With this support, companies can monitor each stage and quickly adjust their operations to handle the high volume of returned products. The adoption of a system that centralizes and standardizes the handling of returns allows Distribution Centers to maintain inventory control and reduce losses, which is becoming increasingly important in e-commerce.
With Black Friday approaching, it is essential for digital commerce networks to invest in solutions that ensure efficiency in reverse logistics. The increase in returns requires agile and well-structured processes that ensure each returned product is handled quickly and accurately. "This not only strengthens the company's image before its consumers but also drives a sustainable and financially efficient operation, tailored to market demands," concludes the CEO of PostalGow.
