Return without loss: the new strategic approach to reverse logistics in eCommerce
While digital brands strive to sell more and deliver faster, there is a less visible but just as critical part: returns. In Spain, almost 1 in 4 online orders eventually comes back. Despite this reality, many online shops have not yet optimised their reverse logistics in eCommerceThis represents a risk to their profitability, operational efficiency and customer experience.
The key question is: how to manage an increasing volume of returns without it becoming a burden?
Why is reverse logistics still an unsolved problem?
High costs and unspecialised processes
Returns can account for up to 20 % and 65 % of the value of the productThis is due to poorly digitised processes, manual operations and multiple intermediaries. This hidden cost often goes unnoticed until it directly affects the profit margin.
Environmental impact and risk of fraud
In addition to the economic component, poorly managed reverse logistics increases the carbon footprint, generates unnecessary waste and exposes eCommerce to fraud or package tampering. In these cases, traceability is often reactive, making early detection of anomalies difficult and increasing the likelihood of errors or fraud.
Find out how Celeritas manages returns efficiently
Lessons from the leaders: how big brands are innovating
Simplifying the experience
Leading companies are moving towards label- and packaging-free returns systems. This reduces friction points for the customer and improves operational efficiency at every step of the process.
Friction reduction
Some brands have been able to reduce their return rates through improvements to the product sheet, including real photos, videos, customer reviews or even augmented reality tools to visualise how a product will look.
Commitment to sustainability
Limiting free returns or consolidating collection routes are increasingly common practices to balance costs and sustainability.
Innovating to reduce friction: the case of Celeritas
An efficiency-focused reverse logistics model
Celeritas has gone one step further with a comprehensive and specialised approach in reverse logistics for eCommerce. Its model introduces several innovations:
- Package Free + Label FreeThe customer does not need to print labels or keep packaging.
- Network of collection points and drop boxes residential through integration with Citibox.
- Automatic photography and weighing of the package to detect anomalies before collection.
- Sealed boxes to prevent tampering during transport.
- Full traceability and direct integration with the eCommerce system.
These measures not only streamline operations, but also increase the reliability of the process and reduce the costs associated with errors or complaints.
Lower impact, higher performance
In addition, this model means fewer vehicles on the road, less packaging and less waste generation, contributing to a more responsible logistics system.
What does eCommerce gain from rethinking its reverse logistics?
Smart, automated reverse logistics translates into tangible benefits for eCommerce:
- Lower operating costs.
- Fraud reduction and human error.
- Improved brand awarenessby facilitating the return.
- Customer loyalty through a positive after-sales experience.
- Alignment with increasing environmental regulations and requirements.
Conclusion: Giving back also builds loyalty
Reverse logistics should no longer be seen as a simple operational cost. With the right partner, it can become a pillar of loyalty, efficiency and sustainability.
Brands that understand this change in approach are already transforming a critical point in the logistics process into a competitive advantage.
How are you managing your returns today? Find out how to optimise your model with Celeritas' smart solutions.