Key information:

Returns of goods are one of the major challenges of today's eCommerce industry.
Returns are an integral part of online commerce. Unlike traditional shopping, where the customer has the opportunity to see the product on the spot, online shopping often leads to returns due to the inability to physically see or try on the goods.
According to the study, returns of goods purchased online occur up to three times more often than returns in traditional stores. For some categories, such as fashion (56%) or electronics (42%), returns account for a significant percentage of sales.
Returns generate large operating costs, and according to the NRF report, the cost of returns in the United States is $212 billion annually. These costs arise not only from the need to reprocess goods, but also from transportation costs, contact center operations and lost revenue from unrealized sales.

Use of WMS systems in returns logistics and personalization of the process.
The environmental impact of returns cannot be overlooked. According to The Ellen MacArthur Foundation, every second a truck full of clothing goes to landfills or incinerators, contributing to significant CO2 emissions. Additionally, returns generate 5 million tons of CO2 annually through transportation alone.
Therefore, more and more companies, are implementing solutions to optimize the returns process, reducing transportation costs by consolidating and selecting the best delivery routes. Thanks to modern technologies such as WMS system or Blue Yonder solutions, companies can dynamically manage returns, tailoring the process to individual customers’ needs.
Global leaders in online commerce, personalize the returns process, taking into account factors such as the reason for the return, the value of the product, the customer’s location and purchase history.
This makes it possible not only to optimize costs, but also to minimize the negative impact on the environment, for example by reducing returns of goods that cannot be re-sold.
Global leaders in online commerce, personalize the returns process, taking into account factors such as the reason for the return, the value of the product, the customer's location and purchase history.

How to build an effective return policy?
In order for companies to effectively manage returns, it is crucial to establish clear and transparent rules. Offering multiple return options – such as returning to a stationary store, courier or parcel service – increases customer convenience, which has a positive impact on customer loyalty. Equally important is the automation of processes, which enables faster handling of returns and minimizes errors.
It is also worth considering the implementation of advanced systems that can predict the number of returns and manage them in such a way as to maximize their value in future sales. This approach not only minimizes losses, but also contributes to the sustainability of the company.
Through a combination of modern technology, such as WMS systems, and a responsible returns policy, companies can effectively manage returns while keeping customers happy and reducing environmental impact. Returns logistics is not just a cost – it’s also an opportunity to strengthen customer relationships and improve the bottom line.