However, large volumes of damaged returns and strong cost pressure continue to dominate online retail. More than 500 online retailers took part in the study. The participants were surveyed voluntarily and randomly. The Händlerbund logistics study shows a non-representative but meaningful opinion of the e-commerce sector.

95 percent of returns destroyed due to damaged goods

Every third retailer (33%) occasionally destroys small quantities of returned goods and cites damage as the main reason (95%). The majority of respondents (78%) receive returned goods that have to be resold at an average discount of 30%. Textiles, seasonal items and tools, which are returned in poor condition by careless customers, are particularly frequently affected. In some cases, recycling costs (18%) or the obligation to pay VAT on donations in kind (11%) also result in goods being destroyed.

Packaging should be inexpensive for 59 percent

As in previous studies, price (59%) and safety (49%) are the most important selection criteria for packaging in online retail. Features such as reusability or attractive appearance, on the other hand, are rated as unimportant. While only 26% attached great importance to the sustainability of packaging in the previous year, 42% of retailers did so in 2019. As many as 44% stated that they had recently made their packaging more sustainable.

DHL more popular than ever with online retailers at 86%

The shipping service provider DHL once again leads the ranking of the most frequently used parcel delivery companies, increasing from 60% to 86% since 2016. Deutsche Post, DPD and GLS are also catching up. The figures for Hermes (14%) and UPS (6%) are declining. Reliability is the most important factor for 90 percent of respondents when choosing a service provider. Shipment tracking (79 percent), speed (73 percent) and low costs (60 percent) are also decisive criteria for the majority.

The Händlerbund's 2019 logistics study shows that online retailers have long been aware of their responsibility when it comes to sustainability. Nevertheless, price pressure and customer behavior continue to have a significant impact on business. Andreas Arlt, CEO of Händlerbund, says: "We are all called upon to better reconcile sustainability and profitability in the future. The results of the Händlerbund logistics study show that a rethink has already begun in online retail. In order to achieve our goals, we also rely on the willingness of our customers to open up to innovative logistics processes and pull together with us."