[video] E-commerce issues: order returns, fresh food e-commerce, personalisation

• More than half a billion dollars invested in start-ups and logistics companies in the first and last mile in 12 months (excluding Amazon Prime Now)

• Fresh and ultra-fresh products are in the news every month
  – the multiplication of websites offering ingredients (e.g. QuiToque.fr, Hourra.fr) to ready-made meals delivered immediately (UberEATS, AlloResto),
  – in parallel, the rapid development of last-mile companies to deliver to the end consumer
  
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• More than 80% of customers want customised packaging (US survey)

Another important point is the selection of the carrier for the return. If the e-retailer directly proposes service providers responsible for the return, they must offer solutions adapted to the customer’s needs: deposit in the letterbox, collection directly from the home, deposit in a nearby collection point, etc. If the customer has to travel several kilometres or make a significant diversions to drop off the parcel to be returned, then the offer is not adapted. In the same way that delivery solutions are proposed that are closer to the customer’s expectations, return offers must now be subject to the same demanding requirements!

Florian Cimetierre, co-founder of ITinSell

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