The increasing attention to human-related factors, sustainable development issues and organisational resiliency is contributing to the rise of the Industry 5.0 paradigm. Looking at such principles, companies aiming to enlarge their businesses are called to experiment with digital innovation. In the last decade, and especially due to the Covid-19 pandemic, online commerce has registered significant growth, with a consequent increase in the number of products returned. From this perspective, the reverse logistics process plays a crucial role in the competitiveness of companies operating in the online commerce industry because it affects the level of customer satisfaction, retention and engagement. This chapter focuses on reverse logistics of LGH srl, an Italian company operating in the logistics sector to deliver furniture for houses, bathrooms and gardens. After an introduction to the reverse logistics process, the chapter presents the innovative solution designed by LGH in collaboration with a multidisciplinary research team. The solution leverages the use of a cobot and a decision support system to support the analysis, inspection and decisions related to the management of returned products. Through the description of the digital solution that innovates the reverse logistics process of LGH, the case highlights not only the economic and business effects but also the effects on the workers’ role and the environmental dimension.