With e-commerce generating over $5,8 trillion globally in 2023, according to Industry Growth Trends, the number of returns also increased, representing up to 30% of online purchases in Brazil.
This increased volume highlighted the need for faster and more reliable processes. Companies that invest in automation and standardization are leading the role of return logistics, improving operational efficiency and promoting sustainability
Importance of standardization in retail
Managing large-scale returns is a challenge that requires precision and consistency. The lack of standardization, such unequal deadlines and inconsistent treatment of returned products, can lead to high costs, stock losses and customer dissatisfaction
Carlos Tanaka, founder of thePostalGow, explain how standardization transformed this scenario. Creating consistent return flows allows companies to reduce errors, accelerate processes and improve the customer experience. In PostalGow, each stage, from collection to refurbishment, follows clear and automated protocols.”
PostalGow uses an integrated network of over 9,000 collection points and Distribution Centers equipped with advanced sorting systems. This standardized model ensures that each return is processed quickly and efficiently, regardless of volume or geographical location
Automation is another pillar in the modernization of return logistics. Tools like artificial intelligence and real-time tracking systems help reduce processing time and increase reliability
The DevolvaFácil platform, developed by PostalGow, integrates with the ERP systems of contracting companies to monitor the entire returns cycle, from the issuance of the voucher to the refurbishment or recycling of the products. Technology allows us to monitor each stage of the process and quickly identify operational bottlenecks, proactively correcting them, explain Tanaka
In the Distribution Centers, automation goes beyond tracking. Intelligent processes automatically identify the conditions of returned products, separating them for reuse or disposal. This automated screening reduces human errors and speeds up the return process, allowing refurbished products to return to the market quickly
Efficiency and sustainability
Standardization and automation directly impact sustainability. Refurbishing equipment reduces the need to manufacture new products, reducing the extraction of natural resources and greenhouse gas emissions
Furthermore, standardized processes ensure that recyclable materials are properly separated and sent for reuse. A PostalGow refurbishes up to 70,000 devices per month and recycles components that cannot be reused, promoting the circular economy
For retail, these advances also represent significant savings. Studies indicate that automation can reduce operational costs by up to 30%, while improving the customer experience. We transformed a process that is often seen as a cost into an opportunity to create value, both for companies and for the consumer, highlights Tanaka
Customer experience
A well-structured returns logistics also strengthens the relationship with the customer. The ease of returning a product and the speed of processing refunds or exchanges are decisive factors for customer loyalty
A PostalGow, for example, invests in convenience by providing thousands of return points in partnership with the Post Office and other accredited partners. Consumers can easily return products and track the progress of the return in real time, ensuring transparency at every stage
