In the age of e-commerce, product returns have become a defining challenge for retailers and brands. What was once a manageable operational task has evolved into a significant cost center—threatening margins, straining logistics, and, if mishandled, eroding customer trust. Yet, for organizations ready to rethink their approach, returns management is not just a problem to solve, but a strategic opportunity to drive loyalty, reduce costs, and differentiate on customer experience.
At Publicis Sapient, we help retailers and brands transform returns from a costly burden into a powerful lever for business growth. By combining advanced AI-driven prediction, reverse logistics optimization, and deep industry expertise, we enable our clients to turn every return into a moment of value—for both the business and the customer.
Returns are a fact of modern retail, especially as online sales continue to surge. Products purchased online are returned at rates far higher than in-store purchases, creating a complex web of operational, financial, and customer experience challenges. Traditional approaches often treat returns as an afterthought, leading to:
But what if returns could be managed proactively, with the same intelligence and care as the rest of the customer journey?
We believe that returns optimization is not just about reducing costs—it’s about creating a seamless, customer-centric experience that builds trust and repeat business. Our approach is built on three pillars:
Harnessing the power of artificial intelligence and machine learning, we help retailers predict which purchases are most likely to be returned—before the return even happens. By analyzing historical data, product attributes, customer behavior, and transaction patterns, our models can identify high-risk transactions with remarkable accuracy. For example, a British multinational retailer leveraged our returns optimization solution to identify likely returns with 80% accuracy. This insight enabled them to:
Returns don’t end at the customer’s doorstep. Efficiently managing the journey of returned products—through transportation, processing, restocking, or resale—is critical to minimizing costs and maximizing recovery. Our solutions provide:
A leading Latin American retailer, for instance, partnered with Publicis Sapient to implement a supply chain control tower that provided real-time visibility into fulfillment and reverse logistics costs. The result? An estimated $145 million in savings from markdown and logistics cost reductions, and an immediate $2 million gain through item-level transportation cost optimization.
Returns are a critical touchpoint in the customer journey. A seamless, transparent, and convenient returns process can turn a potentially negative experience into a loyalty-building moment. We help clients:
By integrating returns optimization into the broader supply chain and customer experience strategy, retailers can not only reduce costs but also increase customer satisfaction and lifetime value.
Our work with global retailers and brands demonstrates the tangible value of a strategic approach to returns:
These results are not outliers—they are the product of a proven, data-driven methodology that combines technology, process, and customer insight.
Publicis Sapient stands apart through our:
Returns don’t have to be a drain on your business. With the right strategy and technology, they can become a source of competitive advantage and customer loyalty. Connect with Publicis Sapient to discover how our returns optimization solutions can help you turn a cost center into a loyalty driver—and unlock new value for your business and your customers.