Returns Done Right: Unlocking the Hidden Value of Reverse Logistics with Jonathan Poma

eCom Logistics Podcast

ABOUT THE GUEST

Jonathan Poma is the Co-founder and Executive Director of the Board of Loop, a leading returns management platform for Shopify merchants. With over 13 years of experience in e-commerce, Jonathan has a deep understanding of the complexities of returns and reverse logistics. Under his leadership, Loop facilitates 2.5 million returns monthly and works with over 4,000 merchants, helping them optimize their reverse logistics and boost profitability. Jonathan has been instrumental in building Loop from a simple project for Chubbies into a major player in the Shopify ecosystem, handling returns for some of the world’s fastest-growing brands.

HIGHLIGHTS

[00:03:00] From Idea to Reality: The Birth of Loop Returns

[00:07:30] The Importance of Returns in E-Commerce

[00:17:30] The Shift to Paid Returns: Why 72% of Merchants Now Charge

[00:22:00] Rethinking Reverse Logistics: A New Frontier

[00:29:00] Data and Personalization in Returns

QUOTES

[00:01:30] "Let’s start with solving problems and then figure out how to make money, not try to make money and figure out if there’s a problem to solve." - Jonathan Poma

[00:07:00] "When capital was cheap, returns didn’t seem like a big deal, but now, optimizing reverse logistics can make or break profitability." - Jonathan Poma

[00:08:30] "Returns are the last rock to turn over in finding profits in e-commerce today." - Jonathan Poma

[00:11:30] "Amazon has mastered returns because they know everything about every customer—they hold accountability like no one else." - Jonathan Poma

[00:14:30] "It now comes down to personalization. There is a difference between a top buyer, but is that top buyer also the top returner? There’s a correlation between the two." - Ninaad Acharya

[00:17:00] "Free returns aren’t sustainable for most brands anymore, and that’s a massive shift we’re seeing across e-commerce." - Jonathan Poma

[00:20:00] "Logistics is somehow driven by commerce's decisions rather than working hand in hand... I want to see the world actually change where commerce and logistics get much closer from a data perspective." - Ninaad Acharya

FIND MORE ABOUT OUR GUEST

Website: Loop Returns

LinkedIn: Jonathan Poma

Twitter: @PomaJP