Reverse logistics is an integral link in the supply chain, contributing to customer service and satisfaction, and the volume of returns continues to increase. Moving goods from end users back through the supply chain is vastly different than the processes and decisions needed in the forward supply chain, and respondents reported varying levels of success.

Shippers focused on the consumer segment of the market said they’re either moderately effective (47%) or very effective (20%) at enabling the re-commerce of returned products. Respondents also indicated they’re getting better at understanding why consumers/customers are returning merchandise.

More shippers are outsourcing their reverse logistics needs. Among 3PLs, 80% said they expect reverse logistics demand to increase over the next three years. However, 43% of 3PLs said they don't plan to offer reverse logistics services in the next three years.