In a world where every second of the lifespan of food products matters, reverse logistics is no longer a secondary process; rather, it is one of the most important processes in an intelligent an‎d responsible supply chain. The food industry, with all its intricacies, is constantly exposed to challenges such as product spoilage, packaging defects, disruptions in transportation, an‎d unexpected returns—challenges that not only impose substantial financial costs but also affect customer satisfaction, bran‎d reputation, an‎d environmental sustainability. Considering these issues in the food industry, it is preferable that the use of reverse logistics in this sector be minimized. The present study identifies, analyzes, an‎d prioritizes the causes of product returns in Esalat Food Industries an‎d provides practical solutions for reducing returns. This research is applied in nature an‎d was conducted using a mixed-methods approach. In the qualitative phase, through Delphi interviews an‎d the opinions of experts active in production, quality control, warehousing, an‎d sales, the main factors an‎d sub-factors influencing product returns were identified. Then, in the quantitative phase, using the FUCOM multi-criteria decision-making method, the relative importance an‎d priority of each factor were calculated an‎d ranked. The results showed that processes related to ordering an‎d sales, packaging an‎d labeling methods, an‎d logistics an‎d warehousing management have the greatest impact on the occurrence of product returns. Additionally, factors such as expired shelf life, defects in packaging sealing, an‎d order discrepancies were identified as the most important reasons for returns in the food industry. Subsequently, to develop comprehensive an‎d practical strategies, a SWOT analysis was conducted based on the findings of the quantitative phase. The results of this analysis indicated that focusing on improving quality control systems, developing durable an‎d smart packaging, training human resources, an‎d using tracking technologies an‎d supply chain digitalization can lead to a significant reduction in product returns. Implementing these strategies, in addition to reducing operational costs, will enhance sustainability, increase customer satisfaction, an‎d strengthen the company’s competitive position in the food industry market.

بهروز ارباب شيراني

حسين خسروشاهي , فرشته پرورش