In today’s omnichannel retail landscape, returns are an unavoidable reality—and a significant pain point. Traditionally viewed as a cost center, returns management has long been associated with lost revenue, increased operational complexity, and customer frustration. However, with the right strategy and technology, returns can be transformed into a driver of customer loyalty and profitability. Publicis Sapient’s advanced approach to returns optimization, powered by AI and real-time data, enables retailers to turn this challenge into a strategic advantage.
Customer expectations have never been higher. Shoppers demand not only fast, free, and convenient delivery, but also seamless, hassle-free returns—regardless of channel. When returns are slow, opaque, or costly, customer trust erodes and margins suffer. For retailers, the stakes are high: inefficient returns processes can lead to excessive markdowns, bloated inventory, and lost future sales.
Publicis Sapient’s returns optimization framework is built on the belief that returns, when managed intelligently, can enhance the customer experience and improve business outcomes. By leveraging AI-driven predictive analytics, automated routing, and real-time customer communication, we help retailers:
Our approach begins with predictive analytics that use real-time and historical data to forecast return rates by product, channel, and customer segment. By understanding which items are most likely to be returned—and why—retailers can:
For example, AI models can flag high-risk SKUs or customer behaviors, enabling targeted actions that reduce return volumes and associated costs.
Once a return is initiated, speed and intelligence are critical. Publicis Sapient’s returns optimization engine automates the routing of returned items to the locations where they are most likely to be resold at full price. This minimizes markdowns and accelerates inventory turnover. Key capabilities include:
A leading Latin American retailer, for instance, achieved an estimated $145 million in savings in reverse logistics—including markdown and logistics costs—by gaining visibility into fulfillment costs per order and optimizing the routing of returns.
Returns are a critical touchpoint in the customer journey. Publicis Sapient enables retailers to deliver real-time, transparent communication throughout the returns process, including:
This level of transparency not only reduces customer service inquiries but also builds trust and encourages repeat business. In fact, 74% of consumers are more likely to buy again from a retailer after a positive returns experience.
Retailers who embrace advanced returns optimization realize tangible benefits:
Publicis Sapient brings together deep retail expertise, advanced AI and data capabilities, and a proven track record of large-scale transformation. Our end-to-end approach to returns optimization is integrated with broader supply chain and fulfillment solutions, ensuring that every aspect of the customer journey is optimized for both experience and profitability.
Returns don’t have to be a drain on your business. With Publicis Sapient’s advanced returns optimization solutions, you can turn a traditional cost center into a powerful driver of loyalty and profitability. Connect with our experts to discover how you can unlock new value from your returns process—and deliver the experiences your customers expect in the digital age.