Platform optimizes reverse logistics and accelerates refunds in e-commerce

Reverse logistics is the process by which products are returned from the consumer to the retailer or manufacturer, whether due to exchange, defect, or sustainable disposal. In e-commerce, it plays a crucial role in ensuring that returned items are properly reinstated or disposed of responsibly. This system not only minimizes financial losses but also expedites refunds, an essential step in improving customer satisfaction.

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

According to Carlos Tanaka, CEO of PostalGow, a leading logistics solutions company with a nationwide presence and creator of the DevolvaFácil platform, which focuses precisely on standardizing returns, an efficient reverse logistics structure can streamline various organizational processes. "Standardizing 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," he explains.  

Technology and integration as allies

This agility is essential, as a fast and transparent process has become a competitive differentiator in e-commerce, with 831% of consumers stating that ease of returns influences their future purchasing decisions, according to NRF research. "For companies that want to speed up the returns cycle and ensure customer satisfaction, establishing an integrated management and automation system in reverse logistics is essential," says Tanaka.

Thus, the use of technologies integrated 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 convenient returns experience and hassle-free refund processing. "By integrating reverse logistics directly with inventory management systems 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 expert.

This innovation aligns with digitalization and sustainability trends in companies, where automation and artificial intelligence have been 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 convert an operational challenge into a strategic advantage," concludes Tanaka.