eCommerce Logistics 2025 Study: keys to mastering reverse logistics and building loyalty in the process
The eCommerce Logistics Study 2025 has highlighted an aspect that is often overlooked: the reverse logistics. In the middle of the high season, returns have become one of the biggest headaches for eCommerce, both in terms of cost impact and customer experience.
During his presentation in Elogistics ConnectThe study revealed that the increasing volume of returns is putting a strain on supply chains. The trend shows a scenario where many retailers are not prepared to absorb the impact.
What does the study say about returns in eCommerce?
The report highlights that as online sales continue to grow, so do returns, especially in sectors such as fashion, electronics and food. Some of the most common problems faced by brands are:
- Excessive reimbursement timeswhich generate mistrust.
- Hidden operating costswhich reduce the margin of eCommerce.
- Changes in return policiesTheoretically, they are more flexible than in practice.
These factors make reverse logistics a strategic pillar for customer loyalty.
Key findings on reverse logistics that impact operations
More returns in all categories
The ease of online shopping has brought with it a exponential growth in returns. This forces companies to downsize their operations, especially in campaigns such as Black Friday or Christmas.
Most common frictions: timing, packaging and misidentification errors
Referred collection/processing delays, packaging problems y errors in the identification of the returned product are the weakest points in the process have a direct impact on customer experience and internal costs.
Return policies without operational support
Many brands offer free and flexible return policies, but their logistical capacity is not aligned. This leads to frustration and overload in customer service departments.
Why are many eCommerces not ready to absorb this volume?
Lack of specialised physical network
Not all companies have a own or integrated network of efficient and accessible return pointsThis limits the comfort of the customer.
Manual processes and low traceability
Lack of automation generates inefficiencies and errorsin addition to a limited traceability which impacts on operational control.
Overloaded after-sales customer care
The manual incident management increases response times, saturating support teams and affecting the perception of service. This drives up ticket volumes and drains key resources in the high season.
What should eCommerce change in the last quarter and next year?
Focusing on automation, segmentation and category differentiation
Each sector has its own particularities. Fashion requires an agile identification process, whereas in food the product safety is a priority. The single model is no longer sufficient.
External nets and frictionless return points
eCommerce needs to rely on PUDO collection point networks that facilitate fast and convenient returns. For example, the PUDO Celeritas network of collection points, with extensive coverage in Spain and Portugal and automated processes, is a clear solution for this.
New key metrics
The success of reverse logistics is no longer measured only in cost, but in:
- Average payback time.
- Cost per return.
- Repurchase rate after return.
- After-sales satisfaction.
How does Celeritas respond to these challenges?
Infrastructure prepared for seasonal peaks
Our network is designed to operate in seasonal peaks in demandThe company has a strong commitment to the quality of its services, such as Black Friday or Christmas, guaranteeing continuity and without compromising the quality of service.
Label-free and package-free models
Eliminating friction with models that allow customers to return products no need to print labels or provide additional packaging, which creates unnecessary steps for the customer..
PUDO network, traceability and optimised operations
Our combination of returns services for eCommerceThe network of collection points and real-time traceability systems optimises the experience for both shops and consumers.
Conclusion
The eCommerce Logistics Study 2025 confirms that the reverse logistics will be a decisive factor in the competitiveness of eCommerce. Companies that do not adapt their strategy risk losing customers at a critical time.
At Celeritas, we help your business to transform reverse logistics into a competitive advantagewith flexible and adapted solutions.
Learn more about our reverse logistics and prepare your eCommerce for the future. Contact Celeritas before your next campaign and start optimising your operations today.