A Systematic Literature Review Exploring Applicable 4IR Technologies for Optimising the Returns Management Process in the Manufacturing Sector

This study examines the importance of product returns management in manufacturing, highlighting its impact on profitability, as it incurs both direct costs (e.g. transportation, repairs) and indirect costs (e.g., customer trust loss, reduced brand loyalty). Based on literature, the study suggests that integrating Fourth Industrial Revolution (4IR) technologies can optimise the returns process and improve supply chain efficiency. A systematic literature review (SLR) was conducted using a fivestep process, adapted from previous frameworks. The review utilised a keyword search to identify relevant articles, followed by bibliometric and co-occurrence analyses. Additionally, the study examined application case studies through abstract review to explore the practical implementation of 4IR technologies in returns management. The SLR identified 331 documents from 2019 to 2024. The bibliometric analysis highlighted China as the top contributing country, while co-occurrence analysis highlighted the frequent association of terms like Machine Learning, AI and IoT with returns management activities. The abstract review on the other hand resulted in only five (5) application case studies, the results highlighted simulation as the frequently applied 4IR technology to optimise the returns management process. The study highlighted a gap between theoretical frameworks and practical implementations. The study further suggested that manufacturers may overlook the optimisation of the returns management process or underutilise advanced 4IR technologies within the process. It also proposes future research to expand the keywords search string, application studies of 4IR technologies in returns process and systematic literature study to identify tools and techniques manufacturers use to optimise the product returns process.