Time To Rethink Returns? With Tim Robinson From Blue Yonder

Blue Yonder recently released their 2025 Global Consumer Retail Returns Survey, and it’s jam-packed with insights. In this episode of Unboxing Logistics, Lori sits down with Tim Robinson, senior vice president and general manager at Blue Yonder, to talk through the survey’s findings and offer practical suggestions for handling returns effectively.What to do with returned itemsAs Tim points out, most businesses automatically equate returned items with lost profits, assuming they’ll never be able to resell the products that customers send back. But with the right tools and strategies, this doesn’t have to be the reality.Tim explains, “The philosophical shift is [that] you have to consider these items assets. This is real-life inventory, which can be resold for full value on Wednesday.”He continues, “If you use technology to treat returning items in exactly the same way you would a brand new outbound item—i.e. you use technology to know where it is, what it is, when it's coming, to forecast [how] to sell it, to fulfill it, to ship it—then actually, [there’s] a very high likelihood that you'll be able to resell that item … for the vast majority of its [original] sale price.”The downside of “keep-it” returnsOne of the survey’s findings is that 2025 had fewer “keep-it” returns than 2024. Tim shares a possible reason why brands are avoiding this type of return.When a business lets someone keep an item, they’re sending a subtle message that the item is low-value. “It basically means it costs them more money to deal with it than its value. If you are the consumer, how does that make you feel about that item?”Should you tighten your returns policy before peak?With some shoppers taking advantage of generous return policies, many businesses have added stricter rules. Should you do the same? According to Tim, the months leading up to peak season aren’t the time to make changes. Instead, it’s best to focus on creating a great customer experience.“I definitely feel like this is not a time to tighten your policy. … This is not a time to … make it harder for people to shop, because ultimately we all survive and grow and thrive if consumers still feel compelled to shop at this time of year.” LinksConnect with Tim on LinkedIn: https://www.linkedin.com/in/tim-robinson-ceo/Visit Blue Yonder’s website: https://blueyonder.com/ The Global Consumer Retail Returns Survey: https://blueyonder.com/media/2025/blue-yonder-survey-stricter-returns-policies-deter-global-consumer-spending Survey infographic: https://blueyonder.com/resources/consumer-data-from-blue-yonder-can-help-retailers-optimize-returns