Ben Ames has spent 20 years as a journalist since starting out as a daily newspaper reporter in Pennsylvania in 1995. From 1999 forward, he has focused on business and technology reporting for a number of trade journals, beginning when he joined Design News and Modern Materials Handling magazines. Ames is author of the trail guide "Hiking Massachusetts" and is a graduate of the Columbia School of Journalism.
Logistics service provider (LSP) DHL Supply Chain is continuing to extend its investments in global multi-shoring and in reverse logistics, marking efforts to help its clients adjust to the challenging business and economic conditions of 2025.
The company’s focus on improving e-commerce parcel flows comes as a time when retailers are facing an array of delivery challenges—both international and domestic—triggered by a cascade of swift changes in reciprocal tariffs, “de minimis” import fees, and other protectionist escalations of trade war conditions imposed by the newly seated Trump Administration. While business groups are largely opposed to those policies, they still need strategies to accommodate those rules of the road as long as the new rules remain in place.
Accordingly, DHL last week released a new study on the growing importance of multi-shoring strategies that go beyond the classic “China Plus 1” philosophy and focuses on diversifying production and supplier locations even further, to multiple countries. This expanded “China Plus X” strategy can help companies build resilient supply chains by choosing more diverse production locations in response to global trade disruptions. The study offers five criteria for sourcing goods from countries outside China such as India, Vietnam, Hungary, and Mexico, depending on the procurement needs of each particular industry.
Third party logistics (3PL) provider DHL Supply Chain today said it has acquired the reverse logistics specialist Inmar Supply Chain Solutions, a division of Inmar Intelligence that provides returns solutions for the retail e-commerce industry.
The move will add 14 return centers and around 800 associates to the DHL Supply Chain business, which currently stands at over 520 warehouses supported by 52,000 associates. That combined total will make DHL Supply Chain the largest provider of reverse logistics solutions in North America, the company said.
In addition, buying Inmar Supply Chain Solutions will bring several new capabilities to DHL Supply Chain’s catalog, adding product remarketing, recall management, and supply chain performance analytics.
From Inmar Intelligence’s point of view, selling off its Supply Chain Solutions division allows it to prioritize its two core business areas of healthcare and marketing technology (martech). "This divestiture reflects our commitment to investing in areas where we can deliver the greatest value," said Spencer Baird, CEO of Inmar Intelligence. "By narrowing our focus, we’re accelerating innovation in AI-driven solutions throughout our Healthcare and Martech divisions, addressing the complex needs of our customers."
In turn, DHL said it made the deal because returns are an increasingly important touchpoint for retail customers, both in store and online, in the light of a rapidly growing e-commerce market and changing consumer behavior. Specifically, consumers increasingly expect retailers to provide a seamless returns process while retailers are faced with new challenges such as returns abuse and rising operational costs, DHL said.
“The returns market is valued at over $989 billion but retailers continue to struggle with the evolving consumer behavior towards the process,” Kraig Foreman, President eCommerce for DHL Supply Chain, North America, said in a release. “By adding Inmar’s reverse logistics expertise, dedicated team of experts, and its technology-driven suite of returns services, DHL Supply Chain will be able to provide data-backed, innovative solutions that help returns to be a positive experience for consumers and protect profitability in a competitive marketplace for the retailer.”
That percentage is even greater than the 13.21% of total retail sales that were returned. Measured in dollars, returns (including both legitimate and fraudulent) last year reached $685 billion out of the $5.19 trillion in total retail sales.
“It’s clear why retailers want to limit bad actors that exhibit fraudulent and abusive returns behavior, but the reality is that they are finding stricter returns policies are not reducing the returns fraud they face,” Michael Osborne, CEO of Appriss Retail, said in a release.
Specifically, the report lists the leading types of returns fraud and abuse reported by retailers in 2024, including findings that:
60% of retailers surveyed reported incidents of “wardrobing,” or the act of consumers buying an item, using the merchandise, and then returning it.
55% cited cases of returning an item obtained through fraudulent or stolen tender, such as stolen credit cards, counterfeit bills, gift cards obtained through fraudulent means or fraudulent checks.
48% of retailers faced occurrences of returning stolen merchandise.
Together, those statistics show that the problem remains prevalent despite growing efforts by retailers to curb retail returns fraud through stricter returns policies, while still offering a sufficiently open returns policy to keep customers loyal, they said.
“Returns are a significant cost for retailers, and the rise of online shopping could increase this trend,” Kevin Mahoney, managing director, retail, Deloitte Consulting LLP, said. “As retailers implement policies to address this issue, they should avoid negatively affecting customer loyalty and retention. Effective policies should reduce losses for the retailer while minimally impacting the customer experience. This approach can be crucial for long-term success.”
Measured over the entire year of 2024, retailers estimate that 16.9% of their annual sales will be returned. But that total figure includes a spike of returns during the holidays; a separate NRF study found that for the 2024 winter holidays, retailers expect their return rate to be 17% higher, on average, than their annual return rate.
Despite the cost of handling that massive reverse logistics task, retailers grin and bear it because product returns are so tightly integrated with brand loyalty, offering companies an additional touchpoint to provide a positive interaction with their customers, NRF Vice President of Industry and Consumer Insights Katherine Cullen said in a release. According to NRF’s research, 76% of consumers consider free returns a key factor in deciding where to shop, and 67% say a negative return experience would discourage them from shopping with a retailer again. And 84% of consumers report being more likely to shop with a retailer that offers no box/no label returns and immediate refunds.
So in response to consumer demand, retailers continue to enhance the return experience for customers. More than two-thirds of retailers surveyed (68%) say they are prioritizing upgrading their returns capabilities within the next six months. In addition, improving the returns experience and reducing the return rate are viewed as two of the most important elements for businesses in achieving their 2025 goals.
However, retailers also must balance meeting consumer demand for seamless returns against rising costs. Fraudulent and abusive returns practices create both logistical and financial challenges for retailers. A majority (93%) of retailers said retail fraud and other exploitive behavior is a significant issue for their business. In terms of abuse, bracketing – purchasing multiple items with the intent to return some – has seen growth among younger consumers, with 51% of Gen Z consumers indicating they engage in this practice.
“Return policies are no longer just a post-purchase consideration – they’re shaping how younger generations shop from the start,” David Sobie, co-founder and CEO of Happy Returns, said in a release. “With behaviors like bracketing and rising return rates putting strain on traditional systems, retailers need to rethink reverse logistics. Solutions like no box/no label returns with item verification enable immediate refunds, meeting customer expectations for convenience while increasing accuracy, reducing fraud and helping to protect profitability in a competitive market.”
The research came from two complementary surveys conducted this fall, allowing NRF and Happy Returns to compare perspectives from both sides. They included one that gathered responses from 2,007 consumers who had returned at least one online purchase within the past year, and another from 249 e-commerce and finance professionals from large U.S. retailers.
That challenge is one of the reasons that fewer shoppers overall are satisfied with their shopping experiences lately, Lincolnshire, Illinois-based Zebra said in its “17th Annual Global Shopper Study.”th Annual Global Shopper Study.” While 85% of shoppers last year were satisfied with both the in-store and online experiences, only 81% in 2024 are satisfied with the in-store experience and just 79% with online shopping.
In response, most retailers (78%) say they are investing in technology tools that can help both frontline workers and those watching operations from behind the scenes to minimize theft and loss, Zebra said.
Just 38% of retailers currently use AI-based prescriptive analytics for loss prevention, but a much larger 50% say they plan to use it in the next 1-3 years. That was followed by self-checkout cameras and sensors (45%), computer vision (46%), and RFID tags and readers (42%) that are planned for use within the next three years, specifically for loss prevention.
Those strategies could help improve the brick and mortar shopping experience, since 78% of shoppers say it’s annoying when products are locked up or secured within cases. Adding to that frustration is that it’s hard to find an associate while shopping in stores these days, according to 70% of consumers. In response, some just walk out; one in five shoppers has left a store without getting what they needed because a retail associate wasn’t available to help, an increase over the past two years.
The survey also identified additional frustrations faced by retailers and associates:
challenges with offering easy options for click-and-collect or returns, despite high shopper demand for them
the struggle to confirm current inventory and pricing
lingering labor shortages and increasing loss incidents, even as shoppers return to stores
“Many retailers are laying the groundwork to build a modern store experience,” Matt Guiste, Global Retail Technology Strategist, Zebra Technologies, said in a release. “They are investing in mobile and intelligent automation technologies to help inform operational decisions and enable associates to do the things that keep shoppers happy.”
The survey was administered online by Azure Knowledge Corporation and included 4,200 adult shoppers (age 18+), decision-makers, and associates, who replied to questions about the topics of shopper experience, device and technology usage, and delivery and fulfillment in store and online.
E-commerce delivery specialist Doddle--which was recently bought by the supply chain software vendor Blue Yonder--will work with FedEx Corp. to expand their network of return drop-off points and enable a “frictionless” product returns experience for U.S. consumers.
The deal links nearly 2,000 drop-off points at FedEx Office locations across the country with Inmar Post-Purchase Solutions, a joint venture between Inmar and Doddle. Blue Yonder acquired Doddle in 2023, saying the British tech firm would add capabilities in final mile, returns management, and reverse logistics solutions.
According to the partners, the newly expanded package-free drop-off network offers retailers and brands the opportunity to reduce costs and provide their customers with a positive returns experience. It addresses a frequent bone of contention between shoppers and stores—a recent Inmar survey revealed that 60% of online consumers would no longer shop with a merchant after a single poor returns experience.
“We are excited to team with Inmar to bring more convenience to the returns experience for their customers,” Ryan Kelly, vice president of commercialization at FedEx, said in a release. “We provide an exceptional label-less, package-less experience at FedEx Office and we are always looking for ways to help merchants solve their most pressing post-purchase challenges.”
Editor's note:This article was revised on August 15 for clarity.