retours

Retours is a term used in Francophone and international business to refer to the process and outcomes of goods returned by customers, and, in some contexts, to the accompanying feedback about products or services. In logistics and commerce, retours describes the reverse flow of merchandise from the customer back to the seller or manufacturer, including the information needed to process the return.

A return management process typically begins with a return policy that defines eligibility, time windows, condition requirements, and whether items must be in original packaging. A return merchandise authorization (RMA) is often issued to authorize the shipment back. Once received, items are inspected to determine their disposition. Possible outcomes include restocking as sellable inventory, refurbishment for resale, repairs, conversion to spare parts, donation, recycling, or disposal. The reverse logistics network and data flows support tracking, credit issuance, and inventory updates.

Common drivers of retours include product quality issues, incorrect or damaged items, size or fit problems, changes of mind, and delivery or packaging damage in transit. The rate and cost of returns affect profitability and customer experience, leading many firms to optimize product descriptions, sizing guides, packaging, and post-purchase support to reduce unnecessary returns while maintaining policy clarity and customer trust.

Retours are a central concern in retail, wholesale, and e-commerce, linking customer service to supply chain efficiency. Effective management of retours can recover value, improve sustainability through recycling or refurbishing, and inform product design and quality assurance to minimize future returns.