Sustainable e-commerce - Managing deliveries and returns

Abstract

Volume of e-commerce transactions has increased exponentially during the past twenty years and it has been estimated to keep growing in the future as well. The growth is strongly connected with a change in consumer behavior affected by the easiness of e-commerce. Furthermore, the growth together with the change in consumer behavior has led to increased deliveries and returns causing e.g. costs, complex processes to the retailers. From environmental point of view, issues of e-commerce deliveries and returns such as failed and inefficient deliveries, high return rates and additional traffic mileage have various negative environmental effects. As many stakeholders are well aware of sustainability, especially it’s environmental dimension, this study outlines the consumer behavior related, environmentally problematic aspects of e-commerce deliveries and returns. Furthermore, this study suggests possible ways for retailers to attain sustainable e-commerce by managing deliveries and returns.