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Traders need to tighten up returns management, says Aramex

[ October 28, 2025   //   ]

Online traders should pay more attention to how they manage returned goods, says Aramex UK national freight manager Haissam Badr. According to some analyses, consumers are expected to return a total of $1 trillion in goods in 2025.

Fashion shoppers often ‘bracket’ goods, buying multiple sizes or colours to try on at home and returning the unwanted items, or ‘wardrobing’, where they buy an item with the intention of wearing it once, before returning it for a refund.

In the UK alone, returns cost retailers approximately £27 billion last year, with the average online return rate sitting at around 20%, with specific industries such as fashion seeing rates as high as 30%.

Badr says that an indifferent approach to returns management will almost certainly have a detrimental effect on profitability, as well as customer loyalty, adding: “Consumers, especially those among the younger generations, now expect a frictionless return process that is entirely hassle free =. Failing to deliver on this will only translate into lost business by driving customers to competitors, as once that customer experience is damaged, it’s nearly impossible to win back that trust.”

There is also the hidden cost of processing returns. Each returned item carries multiple cost layers, including reverse transport, inspection, repackaging or disposal, re-stocking, labour, and warehouse space.

Retailers should prioritise efficient pickup options and leverage automated labelling to reduce errors, while also addressing challenges such as bracketing, where shoppers order multiple items with the intention of returning most of them.

“Equally, by integrating cutting-edge technology such as AI, real-time tracking and cloud-based systems, businesses can paint a much clearer picture of what’s happening across their returns process.

“This not only helps them manage stock more effectively by spotting patterns such as peak return periods or popular exchanges but gives them the opportunity to accurately plan ahead to keep costs and waste down. This level of insight also supports sustainability by reducing unnecessary shipments.”

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