Returns Management in E-commerce in São Paulo

Importance of Returns Management in E-commerce

Returns management is a strategic component for e-commerce, especially in São Paulo, the largest commercial hub in Brazil. Controlling and organizing this process directly impacts consumer satisfaction, operational efficiency, and business sustainability, as well as aligning with current regulations governing electronic commerce.

Legislation Applicable to Product Returns

The Consumer Protection Code (Law No. 8,078/1990) establishes clear rights for consumers when purchasing products online, highlighting Article 49, which ensures the right of withdrawal within 7 days after receiving the product. Furthermore, Law No. 12,965/2014 (Internet Civil Framework) regulates aspects of consumer protection in the digital environment, reinforcing transparency in the provided information.

Procedures for Returns Management

In São Paulo, returns control must include detailed registration of each returned order, analysis of the reason for the return, product inspection, and determination of the appropriate destination — whether reshipment, exchange, or disposal. The adoption of integrated management systems facilitates this process, ensuring traceability and compliance with technical and legal standards.

Disposal and Reuse According to Environmental Standards

Damaged, obsolete, or non-reusable products must be disposed of following the environmental rules established by CETESB (Environmental Company of the State of São Paulo). Compliance with the SMA Resolution No. 43/2014 ensures proper management of waste generated by e-commerce.

For the correct disposal of electronic equipment, it is recommended to use specialized services in electronic waste collection that meet environmental requirements and ensure appropriate material treatment, minimizing environmental impact.

Security in Electronic Data Sanitization

In cases where returned electronic devices contain media with data, it is essential to ensure information security through sanitization of hard drives and media, following information security guidelines set by official bodies.

The recommendation is to resort to specialized companies that offer secure HD and media disposal services to protect sensitive data, complying with the General Data Protection Law (Law No. 13,709/2018).

Benefits for Businesses and Consumers

Efficient returns management provides operational cost reduction, improvement of institutional image, and increased consumer trust, promoting sustainable and responsible practices. Additionally, proper disposal and reuse contribute to mitigating the environmental impacts generated by electronic commerce.