Process optimization in e-commerce: New returns app from LHIND

Interview with Jannis Wiesehahn: How AI returns processing saves time and resources.

Norderstedt, November 11, 2025 – People who shop online often send items back: in Germany alone, around 530 million parcels were returned last year, with sometimes drastic consequences for costs, the environment, and efficiency. Returns cost between €5 and €10 on average, and in some cases up to €50. In the fashion industry in particular, more than half of all orders are returned to the sender. For bulky products such as household appliances or furniture, the rate is significantly lower at around 10 to 20 percent. However, it is precisely these items that are often the most costly to return, resulting in the highest costs. This is a growing problem, especially for logistics service providers and retailers.

In view of such challenges and the steady increase in returns due to the ongoing e-commerce boom, innovative solutions are needed to relieve the burden on mail order companies. In this interview, Jannis Wiesehan, Business Manager at LHIND, explains what such a solution could look like and what role artificial intelligence plays in it.

Online retailers are under a lot of pressure, especially due to the high volume of returns. How can retailers meet this challenge?

Jannis Wiesehan: Returns are one of the most time-consuming and expensive processes in the entire e-commerce logistics chain. Processing a single item can currently take up to 15 minutes. This is because, after an item has been returned and arrived at the warehouse, it first has to be unpacked by employees and checked manually using long checklists. If this process can be optimized, a lot of time can be saved.

And this is exactly where your new app comes in. What can it do better?

Jannis Wiesehan: Our main goal was to develop a practical solution that could be integrated into existing workflows. Our AI Return Optimization App reduces the time required for returns by up to 75 percent. This is made possible by a combination of image recognition, intelligent workflows, and pragmatic handling of returns: When the returned package arrives at the warehouse, it is scanned, and in the background, our application retrieves the images that the customer provided as part of the complaint. Based on this image, our app informs you of the grading of the return and recommends what should be done with the product.

We are convinced that we have developed an application that brings real added value to returns management.

Jannis Wiesehahn
Business Manager at LHIND

That sounds promising. Do you have a specific example?

Jannis Wiesehan: Let's say a customer complains that a mirror arrived broken and requests a free return. When the return arrives at the warehouse, the employee scans the item, sees the picture taken by the customer, and our app's assessment that the mirror is beyond repair and must be disposed of. The mirror can then be forwarded directly to the disposal station, saving warehouse employees the time-consuming task of unpacking and evaluating the item. A simple addition that makes many other process steps in the warehouse obsolete.

How is the app being implemented and what support does LHIND offer in this regard?

Jannis Wiesehan: The app itself is very intuitive to use. The greater challenge usually lies in the technical connection to the existing ERP or warehouse management systems. That's why we support our customers from the very beginning – from system analysis and integration to employee training. In addition, we currently offer companies the opportunity to actively participate in the further development of the app. They can provide feedback, suggest new features, and tailor the solution even better to their needs. We are convinced that we have developed an application that brings real added value to returns management.

Lufthansa Industry Solutions is a service provider for IT consulting and system integration. This Lufthansa subsidiary helps its clients with the digital transformation of their companies. Its customer base includes companies both within and outside the Lufthansa Group, as well as more than 300 companies in various lines of business. The company is based in Norderstedt and employs more than 3,000 members of staff at several branch offices in Germany, Albania, Switzerland and the USA.