Chain Reaction is Sourcing Journal’s discussion series with industry executives to get their take on today’s logistics challenges and learn about ways their company is working to keep the flow of goods moving. Here, Michael Katz, CEO of ReturnQueen, discusses how the New Jersey-based returns company is reshaping reverse logistics with resale partnerships and sustainability-focused solutions.
Name: Michael Katz
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Title: CEO
Company: ReturnQueen
What is ReturnQueen?
ReturnQueen is a home pickup app and service that takes the hassle out of returning online purchases. With scheduled home pickups, real-time tracking, expert handling and built-in item verification, ReturnQueen simplifies the return process for shoppers and retailers.
What industries do you primarily serve?
ReturnQueen serves the retail and e-commerce—specifically apparel and home goods—industries, specializing in reverse logistics for both large and small retailers. Our core service is a concierge-style, doorstep pickup that manages the entire returns process, including packing, labeling and shipping items back to retailers like Amazon, Zara, H&M, Target and Nordstrom, while also empowering small and mid-sized businesses to offer seamless returns.
On the business to business (B2B) side, we can integrate with any retail management system (RMS) and are currently in development with several well-known systems. Expanding beyond consumer pickups, we are building full-service capabilities to grade and provide returns consolidation movements. This includes repackaging, warehousing, recycling and data analytics to help brands reduce return rates and improve products.
What are some of ReturnQueen’s latest initiatives?
Most recently, ReturnQueen announced a new partnership with Poshmark, a leading fashion resale marketplace, to introduce a seamless resale option within the ReturnQueen app, making it easier than ever for shoppers to turn past-due returns into cash.
Beyond home pickups, we also leverage partnerships with networks like Pudo to collect from drop-off points, helping to consolidate returns from retailers like Zara and streamlining them through our logistics channels. On the business services side, we provide tailored solutions for facilities like nursing homes and medical centers, managing equipment exchanges and specialized deliveries.
Which industry do you think has the most to teach fashion about improving their supply chain logistics?
If I had to point to one industry that fashion could learn a great deal from in terms of supply chain logistics, it would be the grocery industry. Grocery operates on incredibly tight timelines, perishable goods and customer expectations for speed and freshness. That’s forced them to build highly efficient, data-driven supply chains where forecasting, demand planning and last-mile delivery are finely tuned. While the stakes aren’t about spoilage, the consumer expectation for instant gratification—and increasingly, instant returns—is just as high. By borrowing the grocery industry’s playbook—real-time inventory visibility, streamlined distribution hubs, agile last-mile solutions and built-in reverse logistics—fashion could dramatically reduce delays, cut waste and deliver a smoother, faster experience from checkout to closet and back again.
What are the main things brands and retailers could do (or stop doing) right now that would immediately improve logistics?
Too many brands still treat returns as an afterthought instead of a core part of their logistics strategy and overall business. The first thing I’d tell them is integrate returns into your supply chain from day one and build reverse logistics that are as fast and transparent as your delivery network. Second, stop overcomplicating inventory flow; real-time visibility should be the standard, not a luxury. And finally, reduce the number of touchpoints between the customer and the warehouse [with] intelligent disposition. Every extra handoff is another delay, another chance for error. The brands that simplify, integrate and think about the full journey are the ones that win on speed, cost and customer loyalty.
What logistic challenges do you think the industry is currently facing?
Right now, one of the biggest challenges is that too many industries still don’t have a strong system in place to manage their logistics end-to-end. That means they’re constantly reacting instead of operating with a clear, efficient flow. Inventory tracking is often outdated or siloed; returns aren’t integrated into the core supply chain and data isn’t being shared in real time between partners. When those fundamentals are missing, even a small disruption can cause major delays and cost overruns. The companies that invest in building a connected, transparent logistics system now are the ones that will stay resilient no matter what the market throws at them.
What is your company doing to make the movement of goods more sustainable?
This is our favorite topic, as sustainability is one of our core values. At ReturnQueen, we’ve built our entire model to make returns more eco-friendly. We consolidate multiple pickups into a single trip, use reusable totes for every pickup and delivery and operate through hyper local hubs to cut down on transportation emissions. That reduces the carbon footprint of returns dramatically. The result is a returns process that’s better for the planet, better for customers and better for the bottom line.
Are you optimistic about the state of supply chains in the next few years?
I’m definitely optimistic. We’ve seen more innovation in supply chain technology and strategy in the past few years than in the decade before. Retailers are finally realizing that logistics isn’t just a cost center—it’s a growth driver and a customer loyalty engine. With advances in automation, real-time data and reverse logistics solutions like ReturnQueen, we’re moving toward a future where supply chains are faster, smarter and more resilient than ever. The companies leaning into these changes now are going to be in a very strong position in the years ahead.
