Simplifying package returns, a major issue in e-commerce

Online shopping has become popular today, and delivery flows have greatly accelerated in recent years. However, if today sending large quantities of parcels has become commonplace, then returning them seems much more difficult for buyers. Indeed, according to an IFOP survey published in June 2022: 89% of French people say they face real obstacles in getting their eviction back. However, solutions do exist to simplify this basic process and enhance the customer experience.

As logistics tends to become one of the most important sectors of the French economy, French players in e-commerce must be efficient across the entire value chain and offer an impeccable customer experience, from purchase to return. But sometimes appearing ill-considered, sometimes willfully forgotten, the return package is still a source of frustration for e-buyers who often remain unhappy with the return terms, when they exist.

However, this is as central an issue to the relationship between an e-merchant and his customer as the practice is. In fact, 39% of items ordered online are returned, 67% of buyers look at return terms before ordering an item, and 51% have already abandoned an online order due to unsatisfactory return conditions (IFOP, June 2022). Thus this is evidence of the demand for the quality of service that everyone expects, which must integrate practicality and simplicity.

Accelerate the use of automated parcel lockers and the open network

To simplify package returns, the use of connected and secure lockers is a convenient solution. They make it possible to achieve operational excellence by optimizing the costs and resources needed to manage, distribute, collect and return packages.

They also have the ability to aggregate the flows of all e-commerce and logistics workers. Their operations adapt to the needs of each actor through a customizable, mixed or shared use. By bundling many packages at the same distribution and collection point, some locker network operators are promoting a collaborative delivery model that is more favorable to environmental issues.

Therefore, this deposit solution can only be implemented for cross-use between different players through an open flow management network. Indeed, where major delivery players use a closed network of parcel lockers to exclusively process and optimize their flows, a combined solution that streamlines returns for all consumers would be a huge step forward!

A virtuous circle for the entire value chain

The principle of delivery and collection from shared or shared parcel lockers requires good coordination between stakeholders: network operators, logisticians, carriers, e-commerce merchants, merchants and consumers. This approach will represent a major advance for the sector and will contribute to improving procurement and delivery conditions for all. This will finally contribute to reducing the carbon footprint of the entire sector, taking into account numerous criticisms on the subject, due to its environmental impact associated with its accelerated economic growth, wider and faster delivery options … At the same time, consumers are particularly interested in environmentally responsible delivery options and we expect better in this The last point.

Shared use parcel lockers and this open network that can be accessed by many players allows a large number of deliveries and combinations to be carried out at a single point. This greatly reduces the environmental impact associated with e-commerce as last mile delivery is now responsible for 25% of greenhouse gas emissions and 20% of urban traffic.

Therefore, we no longer think only of the logistics of the package with its last kilometer but also taking into account the first kilometer of its return! The entire value chain of the e-commerce sector will gain not only in efficiency but also in attractiveness to consumers, as well as to all stakeholders. So, what are we waiting for to implement these solutions?

Tribune wrote Aurelien Simon, PLS Product Manager at Quadient

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