Reverse logistics is the process by which products return from the consumer to the retailer or manufacturer, whether due to exchange, defect, or sustainable disposal. In e-commerce, it plays a key role in ensuring that returned items are properly reintegrated into stock or responsibly discarded. This system not only minimizes financial losses but also speeds up refunds, an essential step to improve customer satisfaction.
According to a survey by the National Retail Federation (NRF), the return rate in e-commerce reached 17.6% in 2023, reflecting its impact on companies' profitability. For many retailers, the challenge is to reduce the processing time of these returns and accelerate refunds, turning a negative experience into an opportunity to build long-term customer loyalty.
According to Carlos Tanaka, CEO ofPostalGow, a leading company in logistics solutions with nationwide coverage and creator of the DevolvaFácil platform, which focuses precisely on standardizing returns, an efficient reverse logistics structure can streamline various organizational processes. "Standardization in the handling of returned products ensures that items are checked correctly, quickly, and consistently, reducing errors and losses, and speeding up subsequent processes such as restocking and refunds," explains.
Technology and integration as allies
This agility is essential since a fast and transparent process has become a competitive advantage in e-commerce, with 83% of consumers stating that ease of returns influences their future purchase decisions, according to NRF research. "For companies looking 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 technologies integrated with artificial intelligence for automatic routing and real-time data analysis has enabled the reduction of errors and processing times, offering end consumers a practical return experience and hassle-free refund receipt. "By integrating reverse logistics directly with the inventory management system and ERP platforms, as is possible with DevolvaFácil, companies can track products from the beginning of the return to the refund, ensuring full visibility and control," emphasizes the specialist.
Innovation aligns with trends in digitalization and sustainability in companies, where automation and artificial intelligence are being used to improve process efficiency, reduce operational 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 turn an operational challenge into a strategic advantage," concludes Tanaka.
