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A bad post-sales experience can cause 9 out of 10 customers who have already purchased from you to never do so again. In other words, poor post-sales service directly impacts your repurchase rate, leading to a loss of profitability for your business.

In ecommerce, reverse logistics refers to all the processes and strategies involved in managing the return of products from the customer back to the brand or warehouse. This aspect of logistics is crucial due to the nature of the ecommerce sector, where consumers typically buy products without seeing and touching them in person. As a result, returns in ecommerce are common.

The connection between profitability and returns management is direct and crucial for the financial health of an ecommerce business. Many brands overlook the processes and costs associated with reverse logistics, only to see their profitability significantly decline as their operations scale. To prevent this, here are five key aspects you need to consider to maximize profitability by optimizing your returns and exchanges process.

This year, brands have a clear objective: to be profitable. Achieving this will not be easy, especially if they put all their attention on customer acquisition. Therefore, working on loyalty is going to be a priority for ecommerce companies that are committed to taking care of their customers and generating a loyal customer base.

In an entirely obvious starting sentence, 2024 has been hard for all departments within the majority of fashion brands. For most, margins and KPIs are stretched further than ever before, impacting ALL teams and whilst the horizon is starting to look somewhat more optimistic at a macro level, we’re now faced with customers who treat purchasing very differently than in the past, coupled with higher expectations post purchase.

The last few years have not been easy for the sportswear sector: Covid-19, supply chain problems, inflation, geopolitical uncertainty... But 2024 seems to be the turning point for an industry that, despite all of the above, continues to grow.

Looking ahead in 2024, strategic plans to acquire new customers paired with exceptional and innovative post-sales interactions to retain these will be paramount to ensure long-term success for online brands. We sat down with Woolman, one of the largest Shopify Plus agencies in Europe and with Onepilot, a customer care outsourcing platform, to discuss the importance of the post-purchase experience in the current digital landscape.

We have been talking for weeks about the peak season, the Black Friday and everything that starts during these days. And finally, it's here! We tell you everything you need to know so that your reverse logistics can be your best loyalty tool during these dates.

One of the best strategies to encourage repeat purchases is to suggest products from your ecommerce to your customers. This is usually done when a purchase is completed, but imagine also doing it when your customers request a return or exchange. Getting them to buy again from your ecommerce is closer than ever.