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: