The return, logistics' blind spot
We design supply chains to move fast toward the customer. But the reverse flow — returns logistics — is often neglected, even though it's massive. According to industry data, e-commerce return rates in Europe frequently sit between 25 and 40%, with apparel and fashion leading.
A structural phenomenon
Returns aren't an anomaly: they're part of the model. The National Retail Federation (NRF) measures a US retail return rate of about 16.9% in 2024, and e-commerce generally exceeds the physical-retail average. In other words, the more you sell online, the more returns you manage.
Why returns are costly
- Reverse transport, inspection, reconditioning, restocking;
- Unsellable or depreciated products;
- Customer service tied up;
- Cash locked up during processing.
How to limit the damage
Good returns management rests on traceability and speed: know where the returned parcel is, process it fast, and capitalise on the data (which products, which reasons). A well-handled return is also a customer-relationship moment: a smooth experience builds loyalty. Orchestrating outbound AND return flows in the same tool avoids blind spots.
- E-commerce returns in Europe: often 25–40% depending on sector (industry data)
- NRF: retail return rate ~16.9% in 2024 in the US
- Costs: reverse transport, reconditioning, depreciation, cash flow
- Levers: traceability, speed, data on reasons, customer experience
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Sources
This article is based on verifiable public sources: