How brands are using returns and resale to drive profit, reduce waste, and build customer loyalty - insights from Tern’s Zoe and industry experts in this must-watch webinar.
Last week, our co-founder Zoe joined Chloe Thomas and a panel of forward-thinking leaders for a timely and practical session on the evolving role of sustainability in commerce:
Returns & Recommerce for the Win – Using Sustainability for Growth.
For too long, sustainability has been framed as a moral obligation or a brand differentiator. But today, it's something more:
A lever for profit, customer loyalty, and long-term business health.
Here’s what was covered and why it matters more than ever in 2025.
One of the most powerful insights from the session and it came up early. While many brands focus their resale strategies on acquiring new customers through discounted product, we’re seeing even greater impact on the lifetime value (LTV) of existing customers who engage through trade-in, resale, or product returns.
Why it works:
- Circular experiences create deeper engagement
- Trade-in incentives drive repeat purchases
- Recommerce feels value-aligned for sustainability-minded shoppers
Returns are one of the biggest operational headaches in retail and one of the most underutilised growth levers.
- Reducing return rates through smarter sizing, education, and pre-sale UX
- Lowering the cost of returns through logistics optimisation and resale-grade assessments
- Turning returns into revenue through efficient, branded recommerce flows
Instead of defaulting to refund, brands are starting to reintegrate returned items through resale, boosting recovery rates and reducing waste.
Peak season is an opportunity, not just for selling more, but for building better systems.
- Running buy-back campaigns in the lead-up to Black Friday
- Giving customers credit for returning used gear or equipment
- Creating branded resale storefronts to capture conscious shoppers during the gifting season
We also explored the nuances of resale execution. Should it be hosted directly on your site or outsourced to third-party platforms?
On-brand experiences win—especially when you want to:
- Own the customer journey
- Maintain pricing integrity
- Gather data and insights
- Reinforce brand values
That’s where tech and smart partnerships (like Tern) come in.
Questions? Contact us hello@tern.eco
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