Need to order a pair of sneakers, but don’t feel like heading to the mall to find your size? There’s an easy solution for that: Just order two or three sizes of the same shoe, then return the ones that don’t fit. Unsure about which color top will provide the best match to your new suit? Purchase the top in every color—they’re returnable.

The rise of e-commerce has made such consumption attitudes and behaviors commonplace. In turn, retail returns make up a substantial percentage of the world’s transportation demand Shoppers returned about 16.9 percent of all the items they purchased in 2024, accounting for an astounding $890 billion in value. The extent and prevalence of returns seems likely to continue increasing too, considering that demanding retail consumers push retail providers to offer faster, cheaper, and better return options than their competitors.

Returns thus are a huge pain for retailers. They instead represent a huge opportunity for the transportation industry. Likely reflecting its determination to grab hold of this opportunity, the delivery service provider DHL recently announced its acquisition of a returns-service provider, Inmar Supply Chain Solution. The new company will operate under the DHL Supply Chain unit, allowing DHL to transport a larger percentage of the current reverse-flow of goods. Experts estimate that this partnership will make DHL the largest reverse logistics provider in the country, with 14 return centers and 800 additional employees integrated into its supply chain. Beyond this status, DHL plans to expand its footprint further, by offering product remarketing, recall management, and supply chain analytics.

Similar moves by competing transport providers include UPS’s acquisition of Happy Returns in 2023. Yet given the scale of DHL’s deal, the merger with this returns-specific provider seems likely to give the newly combined company the edge. Success will come down to how well each supply chain integrates its new acquisition, and then keeps improving it, in an ongoing battle for shipping superiority.

Discussion Questions 

1. Can you think of any other industries that might benefit from a large company acquiring a specialized service provider within its field?
2. How can DHL ensure a smooth integration of Inmar Supply Chain Solution?

Sources: Bruce Crumley, “Booming Market for E-Commerce Returns Spurs an Acquisition by DHL,” Inc., January 10, 2025; “DHL Acquires Reverse Logistics Leader, Inmar Supply Chain Solutions,” DHL, January 10, 2025; Liz Young, “DHL Buys Into the Growing Retail Returns Business,” Forbes, January 9, 2025