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Digitalização da Logística Inversa numa empresa de moda: o papel dos portais de devoluções
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A presente investigação analisa o impacto da implementação de uma solução digital de gestão de devoluções — returns portal — na eficiência da logística inversa no setor da moda europeu. O estudo parte da crescente problemática das devoluções no comércio eletrónico, que representam custos operacionais elevados, atrasos nos fluxos logísticos e impactos ambientais significativos. O principal objetivo consiste em compreender de que forma a digitalização pode contribuir para a redução de custos, tempos de processamento e volumes de devoluções, promovendo simultaneamente maior sustentabilidade e satisfação do cliente. A abordagem metodológica adotada é de natureza mista, integrando análise documental, entrevistas com stakeholders internos, benchmarking de soluções digitais e análise quantitativa de dados financeiros e operacionais da empresa em estudo. As fontes de informação incluem dados internos, relatórios de desempenho logístico, literatura científica recente e estudos/levantamento de mercado sobre soluções de Returns Portals.
Espera-se demonstrar que a utilização de plataformas de Devoluções (Returns Portals) permitem ganhos significativos de eficiência e visibilidade ao longo da cadeia de devoluções, potenciando a redução de custos e a otimização de recursos. Adicionalmente, prevê-se que os resultados sustentem recomendações práticas para a seleção e implementação de soluções digitais adaptadas às necessidades específicas do setor da moda, contribuindo para a competitividade e sustentabilidade das empresas no sector.
This research examines the impact of implementing a digital return management solution — a returns portal — on the efficiency of reverse logistics in the European fashion sector. The study stems from the growing challenge of product returns in e-commerce, which generate high operational costs, delays in logistics flows, and significant environmental impacts. The main objective is to understand how digitalization can contribute to reducing costs, processing times, and return volumes, while simultaneously promoting greater sustainability and customer satisfaction. The methodological approach adopted is mixed in nature, combining documentary analysis, interviews with internal stakeholders, benchmarking of digital solutions, and quantitative analysis of the company’s financial and operational data. The information sources include internal data, logistics performance reports, recent academic literature, and market studies or surveys on Returns Portals solutions. It is expected that the use of digital Return Platforms (Returns Portals) will lead to significant gains in efficiency and visibility throughout the reverse logistics chain, fostering cost reduction and resource optimization. Furthermore, the results are anticipated to support practical recommendations for the selection and implementation of digital solutions tailored to the specific needs of the fashion industry, thereby contributing to the competitiveness and sustainability of companies in this sector.
This research examines the impact of implementing a digital return management solution — a returns portal — on the efficiency of reverse logistics in the European fashion sector. The study stems from the growing challenge of product returns in e-commerce, which generate high operational costs, delays in logistics flows, and significant environmental impacts. The main objective is to understand how digitalization can contribute to reducing costs, processing times, and return volumes, while simultaneously promoting greater sustainability and customer satisfaction. The methodological approach adopted is mixed in nature, combining documentary analysis, interviews with internal stakeholders, benchmarking of digital solutions, and quantitative analysis of the company’s financial and operational data. The information sources include internal data, logistics performance reports, recent academic literature, and market studies or surveys on Returns Portals solutions. It is expected that the use of digital Return Platforms (Returns Portals) will lead to significant gains in efficiency and visibility throughout the reverse logistics chain, fostering cost reduction and resource optimization. Furthermore, the results are anticipated to support practical recommendations for the selection and implementation of digital solutions tailored to the specific needs of the fashion industry, thereby contributing to the competitiveness and sustainability of companies in this sector.
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Devoluções Portais de Devoluções Logística Inversa Comércio Eletrónico Returns Returns Portals Reverse Logistics E-commerce