Key Findings

Shipping:

• Shipping terms are an important factor when ordering online – low acceptance rate for high shipping costs
• Even with free shipping, 80% of shoppers expect a delivery within seven days at the latest
• Shipment tracking and delivery notifications are the most-used services offered by shipping providers
• Low use of fast shipping and scheduled delivery options; young shoppers use them the most
• Younger online shoppers are more likely to use express shipping options to avoid long delivery times
• Online shoppers are open to new delivery methods (e.g. via robots and drones)

• Altogether, consumers do not return many products; mostly clothingt
• Younger online shoppers return far more items than older userst
• Younger online shoppers are less concerned about the consequences of increasing shipping volumes
• Damaged and poorly described products are being returned in particular
• Majority of online shoppers do not think it is right to order items one does not really want
• Mobile online shoppers deliberately accept having to return items
• Returns because of changes of mind are most common among young female mobile shoppers