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A flexible return policy
A driver of revenue growth in France
As online commerce continues to grow exponentially in France, reaching €175 billion in turnover in 2024 according to FEVAD, a major challenge is emerging behind the scenes: returns management. Long considered a simple and unavoidable operational cost, customer returns management is now proving to be a powerful strategic lever. With an average return rate ranging from 15% to 30% depending on the sector, each returned parcel can be seen as a missed sale… or as a step in the customer experience which, when successful, is a win.
Far from being a constraint, the flexibility of the returns policy is seen by the vast majority of consumers as an essential criterion in their purchasing decision. Companies that have understood this, such as those in Germany, have turned flexibility into a strength. A study by Statista reveals that the return rate for clothing in Germany is 51%, much higher than in France. This significant difference highlights an essential fact: returns are not a failure, but an integrated and optimised step in the customer journey.
The challenge is clear: transform reverse flows into a real driver of economic performance. This is where Reversys’ expertise comes into play. Our mission? To support e-retailers so that they no longer suffer from the complexity of returns, but master it, turning it into a lever for growth, customer loyalty and sustainability. In this article, we will explore the key figures, best practices and technological innovations that are redefining reverse logistics in 2025. You will discover how our SaaS solution can enable you to generate value where others see only losses.
The evolution of reverse logistics: an international challenge
A massive phenomenon in France and abroad: key figures
E-commerce is booming. In France, the market reached €175 billion in 2024 and is expected to exceed €200 billion in 2026, according to a report by FEVAD. These impressive figures hide a less glorious downside. Behind every order lies the possibility of a return. It’s a mass phenomenon. The online return rate stands at 24% in France for 2023-2024, according to Shopify. This is a major logistical and financial challenge. This figure is a real headache. The average cost of a return is estimated at between €20 and €44. This has a direct impact on profitability.
This phenomenon is global in scale. Other countries are setting an example. In Germany, the return rate can exceed 50% in certain sectors, according to a Statista study cited by Sortlist. This difference highlights an essential fact: returns are not a failure, but an integrated and optimised step in the customer journey.
A flexible returns policy becomes a competitive advantage. German players have understood this well. Effective returns management creates value. It is no longer a question of avoiding returns. They must be managed. Brands that integrate this process gain in reputation. They build a lasting relationship with the customer. Flexibility becomes a selling point. It is a winning strategy.
The role of consumers: flexibility, an essential criterion
Modern consumers demand simplicity. Market research confirms that flexible returns are a key factor in purchasing decisions. According to research by SAP Emarsys cited by Retail-Today, 72% of online shoppers value an easy returns process. Furthermore, a study by Invesp, mentioned in Forbes, revealed that 92% of customers are willing to buy from a brand again if the returns experience was simple. Offering free returns and extended return periods builds trust. This trust translates into increased sales and greater loyalty.
A smooth return experience becomes a competitive advantage. A transparent process helps a brand stand out and improve its profitability. Customers are looking for a frictionless journey. The choice of channels is crucial, such as collection points or physical shops. Simplifying the process builds customer loyalty. It is a profitable investment for the company.
A profitable returns policy: tools for controlling costs
Returns optimisation: technology and automation
A flexible returns policy can be profitable. To achieve this, it must be supported by effective technological tools. Automation is a key solution. It can drastically reduce operational costs. Modern technologies, such as expert software solutions, increase the accuracy and efficiency of return flows. According to a study by McKinsey & Company, artificial intelligence can also analyse return reasons to help identify recurring product issues.
Data analysis is essential for optimising returns. SaaS platforms offer complete real-time visibility, allowing products to be tracked and the source of returns to be identified. This makes it possible to adjust product and marketing strategies upstream to reduce future returns. It is a step towards continuous optimisation. Connected reverse logistics is a lever for performance and sustainability, promoting the reuse and recycling of returned products.
The circular economy: adding value to returned products
Effective reverse logistics is not limited to returns management. It is an integral part of the circular economy approach. In France, the AGEC law prohibits the destruction of unsold non-food items since 1 January 2022, making reuse mandatory. This is why many brands are adopting a circular strategy. Products are reconditioned, resold second-hand or donated if they are no longer marketable.
This approach also meets consumer expectations. Nearly 7 out of 10 French people are in favour of buying reconditioned or second-hand goods. By making use of returns, companies reduce their carbon footprint. This improves their brand image. It is a powerful marketing and CSR tool. The circular economy transforms a constraint into an opportunity for sustainable growth.
Best practices for a successful returns policy: the Reversys model
Reassure the customer to increase conversion
A flexible returns policy is a powerful conversion tool. By offering a clear returns process and a variety of options, you build trust with your customers. Flexibility reduces hesitation to purchase. It acts as an implicit guarantee. According to a report by the National Retail Federation (NRF) and Appriss Retail, online shoppers who benefit from easy returns are more loyal and increase their spending by 8% compared to those who do not have this option.
This approach reassures customers. It removes the final psychological barriers to purchase. Trust translates into increased sales. Fast refunds and transparent tracking are essential. They create a positive customer experience. This is the foundation of customer loyalty. A proactive returns policy maximises conversion and customer retention.
Finding the balance between flexibility and controlling abuse
Flexibility has its limits. A phenomenon known as “bracketing”, which involves ordering several sizes or colours of the same item in order to keep only the right one, represents a significant cost for businesses. In order to combat this abuse while remaining attractive, major e-commerce names have adapted their returns policies.
To maintain customer satisfaction, the solution is not to penalise all buyers. Shopify recommends using data analysis to identify at-risk customers and adapt the policy accordingly. Businesses can also offer incentives for loyal customers, such as credits for future purchases or free returns to reward their loyalty. The challenge is to create a balanced system that discourages waste without compromising the shopping experience for bona fide customers.
Global strategy: how Reversys turns constraints into opportunities
A responsible technology partner
Companies cannot manage the complexity of returns on their own. They need a reliable and innovative partner. Reversys positions itself as a technological expert in reverse logistics. Our SaaS solution automates and simplifies complex return flows. We take a comprehensive approach, from collection to reconditioning and restocking. Reversys is committed to sustainability. We help companies reduce their carbon footprint.
Tailor-made support for businesses
Outsourcing reverse logistics is a strategic decision. It allows companies to focus on their core business. Reversys’ sector expertise guarantees tailor-made support. We offer solutions adapted to every need. Our tools are designed to integrate easily with your existing systems. We transform a cost centre into a competitive advantage. Reversys is the catalyst for your performance.
Conclusion
Reverse logistics is no longer a constraint. It is a real driver of performance, customer loyalty and sustainability. Companies that manage their returns effectively turn a cost into a competitive advantage. They are able to boost their sales and improve their brand image. A strategic and technological approach is key. Automation, real-time traceability and the principles of the circular economy are the pillars of this transformation.
Reversys is the ideal partner for this transition. We offer an intuitive SaaS solution that allows you to manage and optimise your reverse flows. Our expertise guarantees tailor-made support. Reversys helps reduce your logistics costs and strengthen customer confidence. We turn every return into an opportunity for growth.
To discover how Reversys can turn your logistical challenges into successes, request a demonstration today. Turn your returns into an asset. Don’t just endure returns, master them.
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