Returns are an integral part of digital commerce. According to data processed by logistics platform Shipway, over 7.5 lakh products were returned in the last two quarters (Oct 2024 – Mar 2025).
While returns have traditionally been seen as an inefficient aspect of operations, this perception is changing. With superior returns management, companies are now turning returns into an opportunity to enhance customer satisfaction and reduce operational costs. Through the use of technology, brands are optimizing the returns process to delight customers, foster positive relationships, and boost the chances of repeat business.
Unicommerce’s subsidiary, Shipway, has partnered with specialized logistics providers to enable brands to pick up returns within 24 hours of a request, perform doorstep quality checks, and process near-instant refunds. This approach not only speeds up refunds but also helps with inventory management by identifying which returned items can be restocked for resale. Additionally, it reduces return fraud, minimizes losses, and streamlines the returns process, making it as efficient as deliveries.
Return rates can reach up to 40% depending on the product category, return policies, and seasonal trends. Effective reverse logistics—covering return pickups, repairs, recycling, or disposal—remains a significant challenge for online sellers, often leading to operational bottlenecks that can undermine profitability.
Shipway by Unicommerce, which handles over 35 million transactions annually in a market valued at INR 4000 Crores, ensures that brand websites can offer a marketplace-like return experience for their customers.
“Returns can become major obstacles for brands if not managed effectively,” said Praveen Singh, Head of Digital Marketing at Baggit. “Our eco-friendly products appeal to a wide customer base, and Shipway’s efficient returns system is key to ensuring a hassle-free process. It promptly addresses customer returns, turning dissatisfaction into a chance to improve their experience.”
Buyju Balakrishnan, Brand Head at Domin8, an athleisure wear brand, added, “Customer experience is crucial for building brand loyalty. Returns management is more than just logistics—it’s about strengthening customer confidence. Shipway’s logistics support allows us to efficiently track returns and resolve issues quickly, ensuring timely solutions for our customers.”
Saurabh Kumar Chaudhary, Chief Business Officer at Shipway, said, “Returns have long been a pain point for D2C brands, affecting both customer satisfaction and operational efficiency. With Shipway’s logistics capabilities and technology, we help brands offer a seamless return experience, which can build trust and strengthen customer loyalty.”
Shipway also offers plug-and-play integrations with platforms like Return Prime, Eco Returns, and Pragma.ai, ensuring efficient returns management.
E-commerce and retail brands can take advantage of Shipway’s expansive reverse logistics network, covering over 21,000 pin codes and supported by leading courier partners such as Delhivery, Shadowfax, Ekart, and Xpressbees. This network simplifies the return pickup process, reducing friction in the post-purchase journey and helping to build stronger customer trust.
