Supply Chain Now – Episode Summary

Episode: "Returns at a Crossroads: The State of Reverse Logistics & Circularity"

Date: February 25, 2026
Host: Scott Lewton (B)
Co-host: Deborah Dole (C)
Guests:

• Scott Case (A), Vice President of Sustainability, National Retail Federation (NRF)
• Tony Shirota (D), Senior Director for Reverse Logistics and Circularity, NRF

Episode Overview

This episode dives deep into the evolving worlds of reverse logistics, returns management, and circularity in retail supply chains. The panelists discuss how trends like e-commerce, sustainability imperatives, new legislation, and changing consumer expectations are transforming the returns landscape. Special focus is given to takeaways from the recent NRF Rev event, the growing “re-commerce” economy, and actionable opportunities for industry professionals.

Key Discussion Points & Insights

1. The Rise and Importance of Reverse Logistics

• Reverse logistics has rapidly moved from the "dark side" of supply chain to a focal point for innovation, cost savings, and customer experience.
  • "Returns have taken on a new urgency. With more ecommerce, you had more returns... This is this beautiful intersection where we can work closely with the retail community to identify cost savings, reducing waste, improving consumer benefits, and creating environmental benefits at the same time."
    — Scott Case [08:35]
• Growing returns from e-commerce are a central pressure point, prompting retailers and brands to rethink traditional forward-focused supply chains.

2. Circular Economy & Opportunities in Resale, Refurbishment, and Reuse

• Secondary markets, trade-ins, refurbished goods, and donation programs are all experiencing rapid growth.
  • "Some of the thrift stores are doing more growth business in the last year than the primary retailers. That means people are noticing that there's opportunities in vintage clothing, in preowned and certified electronics."
    — Tony Shirota [16:19]
• Younger consumers increasingly prioritize resale value and are comfortable purchasing “previously loved” products.
  • "It might be easier for me to purchase a slightly worn or a previously loved handbag than it is to buy brand new. And, hey, you might have just won a customer for life."
    — Scott Case [00:00], [18:10]

3. Macro Trends Shaping Reverse Logistics

a. E-Commerce Explosion & Rising Return Rates

• E-commerce returns are inherently more complex and costly than brick-and-mortar.
• Return rates continue to climb in digital commerce, directly impacting the bottom line.

b. Cost and Revenue Imperatives

• Returns management and reverse logistics have evolved from cost centers to potential profit drivers.
• New business models—resale, repair, refurbishment—can extract added value from returned goods.

c. Customer Experience as the Ultimate Driver

• "It's not just about making returns easy; that's baseline. How do you make the customer happier when you're sending them a box than when they're in the store?"
  — Tony Shirota [19:35]
• Returns are fundamentally about the post-purchase journey and fostering long-term customer relationships.

d. Regulatory and Legislative Shifts

• Notable advances in extended producer responsibility (EPR), particularly in places like California’s new textile legislation.
  • "Consumers will be paying... a small fee for every textile item they purchase, used to ensure the infrastructure exists to manage the products when they're no longer wanted."
    — Scott Case [22:47]
• Other anticipated regulatory themes: right to repair, reusable packaging, digital product passports.

e. Anti-ESG Headwinds vs. Momentum

• Despite anti-ESG (Environmental, Social, Governance) movements, data shows the overwhelming majority of companies are increasing sustainability investments.
  • "85 to 87, 88% of companies are actually investing more into sustainability initiatives this year than they did last year."
    — Deborah Dole [09:35]

4. Returns as a “Speakeasy” or “Dark Side” – But Lighting Up the Room

• Reverse logistics teams are the unsung heroes, often tiny but required to operate complex systems.
  • "It's like a Harry Potter of the supply chain, under the stairs, tucked in the corner... but once you discover it and how messy and interesting and so much potential—it’s just so fascinating for the problem solvers."
    — Deborah Dole [13:58]
• Growing collaboration and openness: The “speakeasy” analogy evolves into an open disco—everyone’s invited and needed.

Event Spotlight: NRF Rev 2026

What Is NRF Rev?

• An industry gathering focused on reverse logistics, resale, circularity, and the operational and policy foundations of the re-commerce economy.
• Featured roundtables, practitioner dialogues, and solution showcases.

Highlights and Takeaways

• Collaboration is critical: Over 900 participants, 350 in working roundtables sharing real pain points and solutions.
  • "The power of bringing everybody together in person to truly collaborate... We can't improve consumer experiences, reduce costs unless we all understand how we're each operating in this space."
    — Scott Case [31:13]
• Practitioner's ethos: Attendees are not there to sell, but to openly discuss operational challenges and innovations.
  • "People show up ready to talk... and get into the hard parts that sometimes people are a little shy to share what's hard in their day."
    — Deborah Dole [29:22]

Memorable Quote:

• "Your fork at a restaurant is basically a refurbished product you were using... we think about returns as the 'dark side' but it’s really everyday life."
  — Tony Shirota relaying a quote from Daniela Castellini, Phillips [28:00]

Quick Stat:

• IKEA’s pre-owned program moves used items through its system in 48 hours or less—a remarkable supply chain feat.
  — [20:50]

Notable Quotes & Moments

• "The consumer benefits greatly if you improve the returns process. Consumers benefit greatly if you give them options."
  — Scott Case [00:00]
• "Reverse logistics is no longer the dark side; we're turning on the lights and showing the opportunity."
  — Scott Case [24:12]
• "Urban mining is what it sounds like – how do we collect materials and products from our cities instead of from the planet?"
  — Deborah Dole [34:04]
• "There's never one silver bullet to solve the returns problem. It’s about repair, refurbishment, reselling, trade-ins. It’s everything."
  — Tony Shirota [33:41]

Actionable Opportunities: How to Get Involved

• Year-round engagement: NRF hosts working groups on reverse logistics across sectors (electronics, fashion, etc.), offering opportunities to bring together not just supply chain but also legal, marketing, and compliance professionals.
  — Scott Case [36:53]
• Global perspective: What starts in Europe in legislation or best practice is quickly spreading globally; be ready for topics like EPR, right to repair, and digital product passports to shape the US landscape soon.
  — Tony Shirota [39:24]

Special Project: Remade in America Podcast

• Deborah Dole’s investigative podcast miniseries “Remade in America” tells the story of where returns go, the hidden journey of products, and the web of opportunities and barriers for circular innovation at scale.
  • “Where does everything go when you send something back? Where is ‘away’ when you donate it?... This episode serves as a pilot to understand the appetite of our community for media like this.”
    — Deborah Dole [40:52]

Timestamps for Important Segments

| Timestamp | Segment | |------------|--------------------------------------------------------------------------------------------| | 07:01–09:20| NRF & Sustainability Priorities w/ Scott Case | | 11:15–13:02| RLA’s Impact Under NRF: Amplifying the Returns Conversation (Tony Shirota) | | 15:51–19:35| Macro Trends: Re-commerce, Circular Strategies, Customer Expectations | | 22:47–24:10| Regulatory Shifts: EPR, California Textiles, Legislative Landscape | | 25:08–30:46| NRF Rev 2026 Event Overview, Practitioner Takeaways, “Everyday Circularity” | | 31:13–34:04| Key Event Takeaways: Power of Collaboration, Urban Mining, Resale Mindset | | 36:53–39:24| How to Engage with NRF & Year-round Reverse Logistics Councils | | 40:52–43:11| Remade in America Podcast: Storytelling and Investigating the Reverse Journey | | 47:05–49:58| Key Takeaway (Toothbrush Example: The Milestone in Returns Circularity) |

Tone, Language and Style Notes

The panel’s tone is conversational, energetic, hopeful, and pragmatic, peppered with humor (“godfather of returns,” “Harry Potter under the stairs,” “speakeasy” analogies) and championing collaboration. The language alternates between industry-technical and relatable, emphasizing community-building and solutions.

Conclusions & Key Takeaway

The Return Revolution Is Here: Reverse logistics and circularity are no longer shadows in the supply chain—they are vital, dynamic arenas with the power to deliver customer delight, sustainability wins, and real business value. Collaboration, education, legislative readiness, and a “spotlight not speakeasy” approach will drive the industry forward.

Deborah Dole’s Key Takeaway ([47:05]):
"The toothbrush. ... It’s difficult for big brands to figure out how to take back items, process them, make sure they're safe, ... but as a celebration of how far our industry has come, the fact that we can sell an electric toothbrush again and make money is a huge deal. If we can do it with an electric toothbrush, we can do it with a lot."

How to Connect & Learn More

• Scott Case: LinkedIn (one 't'); nrf.com for resources and council participation.
• Tony Shirota: LinkedIn; active at global practitioner events and always with a jazz (or “My Sharona”) vibe.
• Deborah Dole: LinkedIn; Trillium Digital Services; lead on tech innovation in reverse, podcast “Remade in America.”

Events & Resources:

• NRF Rev
• Remade in America – Supply Chain Now Special Feature

For More: Connect on LinkedIn, check out the Supply Chain Now platform, and consider joining the growing, now well-lit community improving returns and circularity for the next generation of supply chains.