DHL´s E-commerce INDUSTRY INSIGHTS REPORT
| The rapid rise of e-commerce has ushered in new challenges and opportunities for retailers, particularly in the realm of returns. DHL Supply Chain has conducted a comprehensive survey involving over 1,000 senior e-commerce decision-makers from retail and consumer goods brands across established markets. The resulting insights shed light on the evolving landscape of retail returns and provide valuable guidance for retailers seeking to navigate this dynamic space. |
| Key Findings 1. Responding to Economic Trends: Over 90% of businesses are re-evaluating returns processes and policies due to inflationary pressures. Additionally, 87% have plans to reduce carbon emissions associated with returns, while 33% prioritize reducing environmental impact in return policy changes. 2. Financial Impact and Sustainability: Returns have increased by 19% over the past two years, with 40% of businesses missing resale targets. Retailers are increasingly focused on reducing returns volume, processing returns faster, and shortening return time frames. Sustainability is a growing concern, with 29% of businesses calculating carbon emissions and 32% planning to do so. 3. Technological Innovations: Technology offers immense potential to revolutionize returns processes, from guided workflows to cross-channel integration. However, 41% of businesses struggle with integrating e-commerce returns with non-e-commerce channels, hindering inventory management and maximizing resale opportunities. 40% of businesses plan to invest in automation and robotics for improved fulfillment and returns processes. 4. Enhancing Customer Loyalty: While 46% of retailers are concerned about potential impacts on customer loyalty, changes to returns handling processes can deliver benefits such as operational cost reduction, increased resale revenue, and enhanced customer experience. Providing multiple return options and real-time tracking can positively impact customer loyalty. The research report provides valuable insights into the challenges and opportunities presented by e-commerce returns, emphasizing the importance of financial efficiency, sustainability, technology integration, and customer loyalty. As consumer needs evolve and environmental considerations become increasingly significant, retailers must adapt to maintain a competitive edge. |
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