In the age of omnichannel commerce, returns are an unavoidable reality—and a growing challenge. With the surge in online shopping and flexible fulfillment options, return rates have soared, especially for categories like apparel and footwear. For many retailers and brands, the returns process is seen as a costly operational burden, draining margins and straining resources. But what if returns could be transformed from a cost center into a strategic opportunity for customer engagement and loyalty?
At Publicis Sapient, we help retailers and brands reimagine the returns journey—not just as a necessary evil, but as a powerful lever for differentiation, customer satisfaction, and sustainable growth. Through a blend of AI-driven prediction, dynamic routing, rapid restocking, re-commerce strategies, and customer-centric policies, we turn returns into a loyalty driver and a source of measurable business value.
Returns are a trillion-dollar challenge for retail, with online return rates often two to three times higher than in-store. Traditional, siloed approaches to reverse logistics lead to:
Yet, for today’s digital-first consumer, a seamless, transparent, and flexible returns experience is non-negotiable. Retailers that get returns right can not only reduce costs but also build trust, drive repeat purchases, and stand out in a crowded market.
We help clients transform their returns process through a holistic, data-driven framework that addresses both operational efficiency and customer experience. Our approach includes:
Leveraging advanced analytics and machine learning, we help retailers predict which products are most likely to be returned, by whom, and why. By analyzing historical sales, product attributes, customer profiles, and even social signals, we enable:
Returns don’t have to languish in warehouses. Our dynamic routing solutions use real-time data to direct returned items to the optimal location—whether that’s a store, distribution center, or re-commerce partner. This enables:
Not every return can go back on the shelf. We help brands unlock new value streams through re-commerce—reselling, refurbishing, or recycling returned goods. By integrating re-commerce into the returns process, retailers can:
A frictionless returns experience is a key driver of loyalty. We work with clients to design policies that balance cost, speed, and satisfaction, such as:
Returns optimization isn’t just about cutting costs—it’s about driving measurable business outcomes. We help clients establish clear frameworks and KPIs to track:
Leading Latin American Retailer
By gaining real-time visibility into fulfillment costs—including reverse logistics—this retailer realized $145 million in estimated savings and immediate route optimization benefits. Item-level transportation cost calculation enabled smarter routing of returns, reducing both costs and environmental impact.
Eileen Fisher: Omnichannel Returns as a Loyalty Driver
Eileen Fisher partnered with Publicis Sapient to integrate inventory and order management across channels, enabling seamless returns and rapid restocking. The result: greater inventory visibility, improved fulfillment speed, and a seamless customer experience that drove both sales and loyalty.
Jewelry Brand: Intelligent Order Routing
A leading jewelry brand leveraged advanced analytics and dynamic routing to minimize shipping costs and reduce delivery times for both outbound and returned items. This not only improved customer satisfaction but also maintained tight control over inventory and operational costs.
Returns optimization is not a standalone fix—it’s part of a broader, end-to-end supply chain and customer experience transformation. Publicis Sapient brings:
In a world where customer expectations are higher than ever, the returns process is a critical touchpoint. By transforming returns from a cost center into a loyalty driver, retailers and brands can unlock new value, build lasting relationships, and thrive in the digital age.
Connect with Publicis Sapient to start your returns optimization journey—and turn every return into an opportunity for growth.