e-commerce

Five trends that will transform online sales in 2026 and how to capitalize on them

2025-12-29 przez Alsendo

Trend 1: Asian platforms are setting the standards customers have already adopted

In 2026, Asian platforms are defining the dominant shopping models in global e-commerce. Their strength lies in algorithmic demand generation—driven by content, recommendations, and impulse purchases—rather than responding to explicit user queries. This operating logic is increasingly shaping the behavior of Polish consumers as well.

Growth dynamics clearly indicate that this commerce model is taking over the market:

TikTok Shop: +59.4% YoY GMV — the fastest growth rate in the global TOP10.
Douyin: +12.6% — confirming the long-term viability of the “video-first” model as a foundation for commerce.
Shein: +6.5% and Temu: +13.4% — despite a slowdown, they continue to reorganize global product flows and condition customers to expect a simple, fast purchase journey.

All of these platforms share a common denominator: they reduce the purchasing decision to an absolute minimum.

Why do TikTok Shop algorithms work differently than, for example, Amazon’s?

For over two decades, Amazon has built its sales model around search. The user enters a query, and the algorithm returns a list of results optimized for relevance, price, availability, and historical SKU performance. Asian platforms have reversed this model. Sales do not start with intent, but with algorithmically generated demand—before the user even recognizes a need to buy.

This shifts the focus away from SEO and listing optimization toward three new pillars:

1. Product data quality and structure

Not for a search engine, but for recommendation algorithms that assess not only parameters, but also attribute completeness and variant consistency.

2. Content performance

Video, contextual imagery, and micro-stories determine whether a product is “understood” within seconds.

3. Behavioral signals

CTR, watch time, shares, add-to-cart actions, returns. In an impulse-driven model, these metrics carry more weight than keywords.

Customers expect speed and predictability — because Asia has set the benchmark

Over the past few years, Shein, Temu, and TikTok Shop have not competed on price alone. They have systematically raised market standards in three areas that directly influence purchase decisions:

A frictionless purchase journey

Minimal steps, no unnecessary choices, instant checkout.

Fast and reliable delivery

Customers know not only when a parcel will arrive, but also how reliably.

Automated, intuitive returns

A clear, structured returns process with transparent statuses and real-time updates.

These experiences are becoming the default quality benchmark for consumers—regardless of whether they shop on a global platform or in a local Polish store. Expectations do not decline; they migrate across channels.

What this means for sellers in Poland — the 3 key takeaways

Ensure high-quality product data: complete attributes, full specifications, contextual images, and short videos are now the foundation of visibility—not only in social commerce, but across all channels.
Prepare for demand spikes: identify fast-moving SKUs (high frequency, short picking times), prioritize them in fulfillment processes, and maintain operational capacity buffers.
Shorten and stabilize delivery times: even a 12–24 hour delivery improvement can increase conversion more than advertising campaigns. Diversify carriers and clearly communicate delivery timelines.

Trend 2: Social commerce becomes one of the primary sales channels

Social commerce is currently the fastest-growing segment of e-commerce, characterized by exceptionally high cost efficiency. It enables traffic acquisition without per-click fees, which dominate advertising models on marketplaces and search engines.

Its mechanics are built around a shortened purchase path: users consume short-form video content, receive an immediate product recommendation, make an impulse decision, and expect fulfillment aligned with mobile commerce standards.

Users spend over 20 hours per month on TikTok

Product-focused content—even short, low-budget formats—can generate reach that traditional campaigns cannot achieve at comparable cost. Crucially, stores are no longer competing solely on price or assortment breadth, but on content quality and a product’s ability to “sell itself” within seconds.

This shifts sales performance accountability toward content capabilities and fulfillment speed. Social commerce rewards:

products with a clear use case,
short, dynamic presentation formats,
transparent checkout processes,
fast fulfillment and delivery predictability.

For Polish sellers, this means social commerce can become the lowest-cost traffic acquisition channel—but only if the offer, content, and logistics are adapted to an immersive product discovery experience.

What this means for sellers in Poland — the 3 key takeaways

Create short product videos: 5–15 seconds is sufficient. Show the product in real use, naturally. This is the new “product page.”
Select 2–3 SKUs suited for impulse purchases: products with a clear purpose, low purchase barrier, and solid margins perform best in social commerce.
Optimize logistics for fast fulfillment: social commerce drives demand spikes. If scaling shipping volumes while protecting margins is a challenge, explore how Alsendo can support your operations.

Trend 3: Marketplaces tighten control over delivery — what does this mean for the last mile?

In 2026, Amazon, Allegro, and global platforms are introducing restricted carrier selection models, expanding proprietary OOH networks, and gradually taking over critical elements of the last mile. As a result, the balance of power is shifting.

Sellers dependent on a single carrier or a single OOH network face increased exposure to rising logistics costs, declining conversion rates, and reduced control over the customer experience at a critical stage of order fulfillment.

Market data indicates that e-commerce logistics is moving toward greater decision centralization on the platform side:

87% of global online sales take place on marketplaces, meaning platforms increasingly define operational standards for the entire sector.
In Poland, more than half of customers choose OOH as their preferred delivery option, strengthening the position of players that control or integrate proprietary pickup networks.
Platforms are systematically expanding their own logistics infrastructure (including Amazon Logistics and Allegro One), shifting decision-making power over the last mile.

Michał Wójcik, Partnership & Enterprise Director

“Based on current market data, we can conclude that the absence of a preferred delivery option eliminates an offer before the customer even begins to compare prices. In practice, the average cart abandonment rate is approximately 70%, with slow delivery and unexpected delivery-related costs among the primary drivers. In the last mile, delivery is increasingly acting as an offer filter—determining whether price will even be considered by the customer at all.”

One OOH network is not enough if you want to maintain conversion

Polish consumers expect a genuine choice when it comes to delivery options, as this is a critical element of the purchase decision. European studies show that 81% of customers abandon their carts if a store does not offer their preferred delivery method. This is one of the highest non-price-related cart abandonment rates.

In this context, merchants need logistical independence built on carrier and OOH network diversification. The absence of such a strategy results in:

a higher risk of delays during peak periods when a single network becomes overloaded,
lower checkout conversion due to limited delivery choice,
increased exposure to price increases or policy changes by a single operator.

Adam Zając, Cross-Border Director

“Consumer data illustrates the scale of this shift: 35% of customers in Europe choose delivery to OOH locations, and 41% redirect parcels there instead of home delivery. In this environment, a strategy built around a single OOH network limits customer choice, reduces checkout effectiveness, and increases operational risk.”

What this means for sellers in Poland — the 3 key takeaways

Expand the range of available delivery options: at least 2–3 last-mile carriers plus multiple OOH networks. This has a measurable positive impact on checkout conversion.
Highlight pickup options that marketplaces hide or restrict: Polish customers want choice. Offering it is a clear way to differentiate from marketplaces.
Build your own logistics advantage around speed and convenience: automate packing processes, shorten cut-off times, and communicate predictable delivery windows—these are areas marketplaces do not fully control.

Imprecise delivery discourages 60% of customers. With Alsendo Business Pro, you can gain a competitive edge through advanced shipment tracking and access to a broad carrier network, allowing you to tailor delivery to both your needs and your customers’ expectations.

Trend 4: Returns increase conversion in e-commerce

In 2026, returns are becoming a source of competitive advantage and one of the key signals influencing e-commerce platform algorithms. In an environment where purchasing decisions are increasingly impulse-driven (short video, AI recommendations, social content), returns take on a new role: they reduce customer-side risk while simultaneously providing merchants with data on product quality, description accuracy, presentation effectiveness, and algorithmic recommendation precision.

This shifts returns from being a “reaction to a problem” to a calibration mechanism for the entire sales process—from how product pages are built, through offer matching, to last-mile logistics design.

Returns are a free source of product intelligence

A return is not just a logistics cost—it is a diagnostic signal highlighting product and operational issues.
The most common reasons for returns in Poland include:

incorrect sizing,
product images not matching reality,
missing key information on the product page,
imprecise attributes,
excessively long delivery times,
packaging quality issues.

These data points can immediately improve conversion—if your business learns to analyze them instead of treating returns purely as a cost.

What this means for sellers in Poland — the 4 key takeaways

Make returns as frictionless as possible: OOH drop-off, mobile labels, clear rules, and zero hidden costs.
Collect and analyze return reasons: build a simple classification—size, description, quality, delivery—and improve products and communication based on hard data.
Enhance product pages to reduce returns at the source: better images, video, precise parameters, sizing charts, dimensions, and usage instructions.
Simplify returns in line with new EU regulations: implement the mandatory return button in the shopping process, enabling customers to initiate returns online quickly and easily.

Trend 5: AI is changing how customers discover your product

In 2026, AI becomes the primary filter through which e-commerce traffic flows. An increasing number of customers start their purchasing journey with an AI agent conversation or a recommendation generated by a language model—rather than through a traditional search engine or marketplace listing. This means AI decides which products are shown to users at all, based on product data quality—not sales history or advertising budgets.

Customers complete purchases up to 47% faster when algorithms help them discover and compare products.

AI will not surface your product if it has nothing to “read”

In search-based e-commerce, it was possible to operate for years with an average product page. In an AI-first model, this is no longer viable. Language models do not rely on keyword matching—they interpret products by constructing context, use cases, and alignment with user intent. In 2026, this process increasingly resembles data quality assessment rather than copy quality evaluation.

AI agents, marketplaces, and recommendation systems analyze, among other things:

complete parameters and attributes — all key product features,
consistent variants — size, color, or model variants described in a way AI can clearly distinguish,
clear and structured descriptions — understandable language, logical structure, no contradictions,
up-to-date availability information — real stock levels and delivery timelines usable in recommendations,
usage context and value propositions — what the product is for, what problems it solves, and how it differs from alternatives.

If data are incomplete, inconsistent, or outdated, the model classifies the product as risky and omits it in favor of offers it can interpret with confidence. This represents a fundamental shift. In traditional search, you competed with other stores for keywords. In an AI-first model, you compete against the model’s requirements—which determine whether your product ever reaches the customer’s cart.

What this means for sellers in Poland — the 3 key takeaways

Organize and standardize product data (start with the top 20% of SKUs): complete parameters, attributes, clear descriptions, up-to-date inventory, high-quality images, and video. Without this, AI will not include your products in recommendations.
Automate operations where costs and delays are highest: customer service, order status updates, label generation, return analysis, picking—these processes deliver the fastest ROI.
Create content “for AI,” not just for SEO: AI reads context, not keywords. FAQs, product use cases, video, and clear descriptions determine whether a model surfaces your product to users.

E-commerce in 2026 — key takeaways

In 2026, online commerce operates under conditions of volume stabilization and rising operational pressure. Competitive advantage is no longer built by stores that sell the most, but by those that sell faster, more predictably, and based on better data.

The most important changes impacting online sales:

Sales increasingly start with algorithmic recommendations and video content rather than search—raising the importance of product data and content quality.
Social commerce generates impulse demand, requiring logistics resilient to sudden order spikes.
Marketplaces are taking control of the last mile, making logistical independence and real delivery choice for customers essential—something Alsendo Business Pro provides to small and mid-sized e-commerce businesses.
Returns are no longer just a cost—they become a data source that directly influences conversion and offer relevance.
Lower marketplace commissions intensify competition and visibility costs, increasing the need for sales channel diversification.
AI becomes the primary traffic filter—products with incomplete or inconsistent data lose visibility altogether.

In practice, this means that successful e-commerce in 2026 is built on:

structured and complete product data,
fast and predictable fulfillment,
flexible last-mile logistics,
conscious management of sales channels,
automation of operational processes where the highest costs and delays occur.

Simple solutions for e-commerce

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Why do returns spike after the holidays and how can e-commerce businesses effectively respond?

2025-11-14 przez Michał Wójcik

We buy with emotion, we return with reason

The spike in holiday returns is no coincidence. It’s driven by three core psychological mechanisms that shape purchase decisions. Understanding these helps online stores better prepare for the “high season.”

1. Unmet expectations

Every shopper enters the buying process influenced by ads, reviews, and product photos. When the real product doesn’t fully match that image, disappointment follows the most common psychological trigger for returns.

2. Post-purchase dissonance

During the holiday rush, buying decisions are often impulsive. Later, as emotions subside, doubt or regret sets in. Returning the product becomes a way to “regain control.”

3. The holiday effect

The holiday season amplifies all these mechanisms, expectations rise, emotions intensify, and tolerance for imperfections drops. Even small discrepancies (color, packaging, delivery timing) can trigger returns that wouldn’t occur at other times of the year.

Eye-tracking + personalized communication = higher sales

Read our article

How the holidays test e-commerce resilience?

During peak sales periods — especially around seasonal promotions and holiday campaigns — understanding the psychological side of consumer behavior becomes crucial. The operational and financial consequences can be significant.

Area of Impact	Description	Key Data
Operational Costs	Increased return volume strains fulfillment centers and logistics networks.	Returns account for 20–30% of online orders, with +15–20% growth during holidays.
Customer Service	Higher expectations and demand for faster refunds.	21% of customers expect instant refunds; 33% within 24 hours.
Brand Reputation	Complex or delayed return processes reduce satisfaction and NPS.	32% of customers don’t return after a poor return experience.

How leading e-commerce brands manage returns effectively?

Top-performing online retailers approach returns as a customer experience opportunity, not just a cost center. Their strategies focus on data, process optimization, and communication.

1. Returns are part of the customer journey — not an expense

A common mistake is to treat returns as a “necessary evil.” In reality, they represent a moment of truth in the customer relationship — one that often determines whether a shopper will buy again.

Automating the returns process helps:

significantly reduce operational costs,
free up customer support teams from manual processing,
give shoppers a sense of control and confidence.

This turns returns into a natural part of a positive shopping experience, not a source of frustration.

Alsendo Insight

The Innoship Returns Module enables full digitalization — from customer request to shipping label and real-time status updates. A central management panel ensures full process visibility, while customers can easily generate and send return shipments using their preferred carrier.

2. Preparing for the season means more than marketing — it’s about logistics

Studies show that returns can rise by 15–20% during the holiday season. Many sellers plan extensive marketing campaigns but neglect to prepare their logistics for the return surge. What many don’t realize is that shipments, including returns, can be automatically routed to the most efficient logistics partners in real time, without manual intervention. This results in:

faster return processing,
fewer shipping errors,
reduced risk of overloading a single carrier during peak season.

Alsendo Insight

The Innoship Returns Module automates shipment and return handling by dynamically assigning them to the most efficient carriers. The system analyzes performance, cost, and delivery accuracy to optimize routing and minimize errors.

3. Post-purchase communication reduces buyer’s remorse

Customers often doubt their choices after purchase and silence from the brand only reinforces that doubt. Post-purchase communication should reassure and confirm the buyer’s decision. To strengthen trust:

Reinforce confidence – send a confirmation email highlighting product benefits and usage tips.
Use social proof – include reviews or “Chosen by 1,200 customers” messages.
Be transparent – clearly communicate return options.
Stay in touch post-delivery – a simple follow-up can reduce return rates.
Personalize communication – tailor tone and message based on purchase history.

Alsendo Insight

With Business Pro – Branded Notifications, stores can customize transactional emails with logos, educational content, or recommendations. This keeps positive emotions high and turns each message into part of the customer experience, not just a technical update.

4. A return can be the start of a new sale

In modern e-commerce, a return doesn’t have to end the customer relationship, it can reignite engagement. Integrated logistics and marketing systems can trigger personalized follow-ups such as:

“Returned a product? Check out alternative models that better fit your needs.”

Combined with a free shipping offer on the next purchase, this can turn a negative experience into loyalty, making returns a retention strategy, not a loss.

Alsendo Insight

With Business Pro – On-Tracking Page Ads, retailers can use tracking pages as marketing channels. Personalized messages and offers (e.g., alternative products or discount codes after a return) enhance engagement and conversion.

5. Return data is a goldmine

Every return tells a story about inaccurate product descriptions, sizing issues, overpromising visuals, or unclear marketing messages. For store owners, that’s invaluable insight. Analyzing return data helps pinpoint problematic products or campaigns, refine messaging, and improve listings before the next season. Over time, these insights drive better product communication, fewer returns, and higher margins.

Alsendo Insight

The Innoship Returns Module generates detailed reports on return reasons, processing times, costs, and carrier performance. This empowers e-commerce teams to identify pain points, optimize operations, and make data-driven decisions.

E-commerce maturity begins where the transaction ends

Automated returns, transparent communication, and quick resolution are today’s new currency of trust — and trust determines what stays in your customer’s cart for good.

Automated returns for your business

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Alsendo Innoship Alsendo Business Pro

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New definition of customer experience in logistics: MDX over NPS

2025-08-26 przez Michał Wójcik

Why Logistics = CX?

Just a few years ago, logistics was treated as the “back office” of e-commerce – a necessary element, but not considered a source of competitive advantage. Today the situation looks very different:

as much as 60% of e-commerce costs are generated by the last mile,
delivery has become the most visible and emotional customer touchpoint – the moment when the brand promise meets reality,
every mistake (delay, lack of information, difficult returns) is immediately visible in reviews and directly impacts future purchases.

Why NPS is no longer enough?

The traditional Net Promoter Score (NPS), for years seen as the gold standard for measuring satisfaction, is too simplified. A single question (“Would you recommend us?”) does not reflect the full picture:

it does not measure the emotions connected with delivery,
it fails to capture competitive differences such as speed of problem resolution or flexibility in changing the delivery location,
it does not account for the B2B perspective – for example, how easily a store or marketplace can handle shipping and system integration.

The New Approach – MDX

That is why a new metric is gaining traction in logistics – MDX. Unlike the narrow NPS, MDX provides a framework for evaluating experiences in three dimensions:

Functional – does the service work seamlessly and reliably?
Emotional – how does the customer feel when interacting with the brand?
Brand-differentiating – does the logistics experience meaningfully distinguish the company from its competitors?

Case studies show that MDX is not just a theory:

InPost drives loyalty through simplicity of parcel pickup and strong local brand positioning.
Nova Post introduced the voice assistant “Sendy” in self-service zones, enhancing functionality while adding inclusivity.
SwipBox redefines parcel lockers, turning them from metal boxes into a software-driven, customer-centric ecosystem.

How Can Companies Move from NPS to MDX?

Moving from NPS to MDX does not mean abandoning NPS. It is worth using NPS as a “quick pulse” indicator, but complementing it with a focus on meaningful differences – the real drivers of loyalty and competitive advantage.

Customer journey mapping

NPS measures satisfaction at a single point in time; MDX requires a full-process perspective.

Map the process from purchase → shipping notification → tracking → parcel collection → return/complaint.
Identify all customer and merchant touchpoints (e.g. ease of label generation, system integration).
Tools: service design, customer journey maps, mobile app heatmaps.

Analyzing emotional “Moments of Truth”

Customers remember not the entire process, but specific moments that trigger strong emotions.

Does the app provide a sense of control (e.g. changing delivery location easily)?
Is parcel locker pickup quick and intuitive – or frustrating?
Is the returns process painless – or stressful?

In practice:

Include qualitative research (interviews, courier shadowing, UX testing).
Measure emotions via short post-interaction surveys (“How did you feel when collecting your parcel?”), language analysis in online reviews, and even biometrics (eye-tracking and emotion research in UX).

New data sources and AI for experience analysis

MDX requires merging “hard” data (timeliness, SLA) with “soft” data (emotions, brand perception).

AI/ML to analyze customer comments and reviews – automatically capturing emotions (sentiment analysis, topic clustering).
Integrating operational and CX data – e.g. linking delayed shipments with the volume of negative reviews.
Chatbots and voicebots as real-time insight sources – analyzing customer frustrations and questions.
MDX Dashboard – combining SLA, retention, emotional satisfaction, and brand perception metrics.

Pilot + scale

Start with a single segment (e.g. parcel lockers in big cities, cross-border returns).
Introduce MDX metrics alongside NPS – compare outcomes.
Identify which aspects of the experience truly differentiate the brand (e.g. flexibility in redirecting a parcel).
Scale the solution across the entire network.

MDX as the new standard in logistics: what are the business benefits?

The business benefits are multidimensional:

Higher loyalty and retention – a customer who receives their parcel effortlessly is far more likely to return.
Brand differentiation – logistics becomes a competitive advantage: touchless lockers, 1-click redirection, multi-carrier networks.
Premiumization opportunities – growing numbers of consumers are willing to pay more for green, flexible, or personalized delivery.

What’s more, a well-designed delivery experience functions as a marketing channel. Advertisements can be skipped – but the emotions tied to a fast, convenient delivery last. This transforms logistics from a cost center into a strategic brand-building tool.

MDX as the future of logistics – turning experience into business advantage

The era of measuring satisfaction with a single question – “Would you recommend us?” – is over. In last-mile logistics, it is no longer just about costs and timeliness, but also emotions and brand perception. MDX is becoming the new standard that allows online retailers not only to reduce errors but also to build loyalty and stand out in the market.

Customers now expect convenience, flexibility, and consistency – whether they pick up a parcel in Warsaw, Berlin, or Prague. This creates a huge opportunity for companies that invest in international solutions and can translate the MDX philosophy into cross-border practice.

Alsendo International: putting MDX into practice

Alsendo International helps e-commerce businesses turn this vision into reality. Through flexible integrations and a network of trusted local carriers across Europe, we:

simplify international shipping,
ensure fast, convenient, and reliable deliveries,
reduce costs while increasing predictability.

This allows online retailers to focus on sales and growth, while we handle the complexity of cross-border logistics. In practice, it means your brand can deliver on the promise of a “meaningfully different experience” at international scale.

Ready to make logistics your growth driver, not your bottleneck?

Sign up and start shipping with Alsendo International – and bring speed, flexibility, and reliability to your cross-border deliveries.

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LAST-MILE INNOVATION REPORT 2025

Will parcel lockers replace couriers? The future of last-mile delivery in the age of smart cities, automation, and green logistics

2025-08-20 przez Krystian Palica

Automation in the last mile: are parcel lockers the new standard?

Just a decade ago, automated parcel machines (APMs) were a niche solution. Today, they are central to last-mile operations. In the OOH model, parcel lockers function as hyper-local microhubs, enabling mass deliveries to a single location and dramatically reshaping the economics of last-mile logistics.

In peak periods, an InPost courier can deliver up to 1,500 parcels per day to lockers – compared to just 150–250 for traditional door-to-door routes.

But parcel lockers are not just physical infrastructure. Thanks to integration with IoT, predictive algorithms, and real-time slot management tools, operators can:

intelligently manage parcel flows,
dynamically reroute congested locations,
optimise delivery routes in real-time.

From an environmental perspective, the advantage is equally clear. According to the Last Mile Experts report, OOH delivery can reduce CO₂ emissions by up to 82% compared to home delivery – driven by parcel consolidation, reduced failed delivery attempts, and growing rates of foot and bicycle pickups.

Smart cities & parcel lockers: a seamless fit

Progressive cities are no longer treating logistics as an external utility but as a strategic pillar of urban infrastructure. OOH delivery, particularly via parcel lockers, is becoming embedded in urban planning, transport policy, and climate action strategies.

Strategic locker placement – near transport hubs, along pedestrian or cycling routes, and in everyday access points like stores or petrol stations – is not coincidental.

The report notes that 62% of Polish users collect parcels “on the go”, drastically minimising the need for separate travel or vehicle usage.

With average distances to lockers of just 350 meters in Polish urban areas, OOH is arguably the most accessible delivery model in Europe.

Multifunctionality is also accelerating. Lockers now offer:

standard and refrigerated parcel pickup,
EV charging (bikes, scooters, cars),
fully automated returns and dispatch points.

In Western Europe and Scandinavia, parcel lockers are increasingly evolving into urban microservice hubs, aligned with climate strategies and low-emission transport zones.

Open locker networks: the infrastructure response

Interoperability is fast becoming a necessity. In Poland, Orlen Paczka opened its locker network to GLS, setting a precedent for shared access. Similar partnerships are emerging in Italy and Iberia (e.g., DHL + Poste Italiane / CTT Expresso), reducing redundant infrastructure and optimising urban space.

Poland: a blueprint for Europe’s OOH logistics

Poland has become the reference market for OOH implementation — leading in infrastructure density, delivery efficiency, and consumer adoption. As of 2024, the country boasted:

45,000+ parcel lockers (APMs) and
21,000+ PUDO points.

With 11.8 APMs and 5.6 PUDO points per 10,000 inhabitants, Poland surpasses countries like Austria (1.0) or Finland (2.0), despite their developed logistics sectors.

Poland’s model demonstrates that automation, scale, and customer-centric design can converge into a replicable, future-proof last-mile system. For other European operators and policymakers, this is not just a success story — it’s a proven framework for adoption.

What’s next for couriers? A changing role

Despite the rapid rise of OOH infrastructure, couriers are not disappearing — but their role is being redefined. The future points toward a hybrid delivery model where:

APMs and PUDOs handle the bulk of B2C and C2C volumes efficiently,
Couriers serve high-touch, niche segments: large items, elderly customers, COD deliveries.

In this future, door-to-door service becomes a premium, not default, offering.

The bottom line: OOH as a strategic advantage

With failed delivery costs surpassing €14 in Germany and £11.60 in the UK, and one courier handling 10x more parcels via lockers, the economic case for OOH is clear. Add to that:

higher first-time delivery success rates,
fewer returns and complaints,
better customer experience and loyalty.

OOH delivery doesn’t replace couriers — it optimises their role and repositions them within the logistics value chain. In a world driven by speed, cost efficiency, and decarbonization, the OOH model is no longer optional — it’s inevitable.

Prepare your e-commerce for new opportunities

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Last Mile Experts: OUT-OF-HOME DELIVERY IN EUROPE 2025, PUDOs and Automated Parcel Machines

7 out of 10 shoppers want AI in their shopping journey

2025-08-20 przez Krystian Palica

71% of consumers want generative AI in shopping

According to Capgemini’s 2025 report, 71% of consumers want generative AI integrated into their shopping experiences, both in digital and physical stores. The survey, covering over 10,000 participants across 13 countries, confirms that AI is no longer seen as futuristic but as an expected part of customer experience.

66% of Gen Z and 65% of Millennials expect hyper-personalised recommendations driven by generative AI — tailored not only to past purchases, but also to mood, location, and seasonal trends.
In Poland, Focus on Business reports that 7 in 10 consumers already use AI tools in everyday life — often unknowingly, through smart filters in shopping apps or marketplace recommendation engines.

Business takeaway: AI integration is no longer a competitive edge; it’s the market baseline. Retailers that don’t implement intelligent search, recommendations, and customer support risk losing their most valuable segments, especially younger generations.

70% of shoppers expect smart, personalised features

The DHL “E-commerce Trends 2025” report reveals that 70% of consumers expect online stores to offer AI-driven shopping features such as visual search, contextual recommendations, personalised offers, or voice commerce.

This expectation spans all age groups: even the 45+ demographic increasingly uses AI when tools are simple and deliver clear value, like finding product equivalents via image search or instantly comparing offers across retailers.
KPMG data shows 61% of consumers see personalised shopping experiences as a key purchase driver.

Business takeaway: AI-powered features are no longer a “premium add-on” but a core requirement for modern e-commerce. Deploying visual search, voice commerce, and dynamic recommendations must be a strategic priority to remain competitive and increase customer loyalty.

AI boosts engagement, but conversion needs work

Adobe’s 2025 e-commerce trends report shows that AI shopping tools directly impact user behaviour. Retailers that adopted generative AI recorded:

+8% longer average session duration
+12% more pages viewed
–23% lower bounce rate

AI clearly drives engagement and exploration. However, conversion rates remain below e-commerce averages. Many shoppers treat AI as a source of inspiration and make purchases later, sometimes in different channels.

46% of surveyed consumers trust AI more than friends when choosing fashion items.

Business takeaway: AI drives engagement but must be paired with conversion strategies. Seamless omnichannel journeys, limited-time offers, and strong CTAs are essential to monetise AI-driven interactions.

Consumers are already using AI and want more

A US study found that 39% of consumers have already used generative AI tools in shopping, from chatbots and recommendation engines to visual search. Another 53% plan to use them this year.

In Poland, 70% of consumers already interact with AI in daily life, through marketplace algorithms, dynamic pricing engines, or smart product filtering.

Business takeaway: customers are not waiting for AI to “arrive” in e-commerce, they’re already using it. Not offering AI tools means losing share to competitors that deliver smarter, more interactive shopping experiences.

AI as a trusted shopping advisor

Consumer trust in AI has grown significantly. In categories like fashion, beauty, and electronics, AI is increasingly the “first consultant”, filtering, suggesting, and guiding purchases.

Business takeaway: growing trust in AI allows brands to strengthen loyalty through transparency. Explaining why a product is recommended (“because it matches your style and recent searches”) builds credibility. Transparent AI will become a cornerstone of brand–customer relationships.

Start with AI where it matters most: delivery

You don’t need costly or complex integrations to bring AI into your store. Start with the foundation of a great shopping experience: fast, reliable, predictable delivery. AI-driven shipment automation shortens fulfillment times, increases customer satisfaction, and drives loyalty.

See how to automate shipping

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Where do customers focus while waiting for their order? Eye-tracking + personalized communication = higher sales

2025-08-06 przez Kamil Krzos

Tracking = two minutes of undivided customer attention

For most online stores, the sales journey ends with the “Buy Now” click. But for the customer, it’s just the beginning. They’re now actively waiting, checking emails and tracking pages, all with a very specific goal in mind.

According to the “Post‑Purchase Experience in E‑Commerce 2025” report:

81% of customers visit the tracking page at least twice between purchase and delivery.
The average time spent on the tracking page is 2 minutes and 40 seconds.

That’s more than the time many shoppers spend on a homepage and more importantly, it’s time spent with full intent, not passive browsing.

Where exactly does the customer look?

Eye-tracking research reveals a clear F-pattern, commonly seen in UX studies:

The top-left corner, typically where the logo is placed, is the first point of attention.
The majority of user focus is on the shipping status and carrier information.
Lower and side areas of the page are often underused by merchants, yet ideal for promo codes, product suggestions, or CTAs.

The takeaway? If your tracking page is generic or white-labeled (i.e., identical across multiple stores), the customer remembers the carrier, not your brand.

The same applies to transactional emails. Consider:

Status update emails boast an 80–85% open rate, far outperforming typical newsletters (18–25%).
Branded, personalised emails can drive up to 202% higher CTR compared to generic messages.

What does this mean for your business?

Your tracking page and status emails are the most cost-effective communication channels you own post-purchase. The customer lands there intentionally and with their full attention.

If you don’t leverage this moment, you’re handing over control of the customer experience to a logistics provider. And remember: you made the sale, you deserve the credit.

Where you’re losing revenue — and how to fix it?

The delivery phase is when customers reassess their trust in your brand. If you say nothing at that point, no value, no brand recall, no next step, you’re not just “missing a loyalty opportunity.” You’re leaving real money on the table. Here are the three most expensive mistakes:

1. No personalisation in post-purchase communication

A subject line like “Your package has been shipped” looks the same regardless of where the order was placed. Often it comes from the carrier, using their branding and tone – your store disappears from view.

Data that matters:

Transactional emails have 83.4% higher open rates than marketing campaigns.
They generate 341% more clicks and 2270% higher conversions.
Personalised emails deliver 6x more transactions than non-targeted ones.

What it means:

Customers don’t need a generic “shipment confirmation.” They need reassurance that they made the right choice by buying from you.

You can use that moment to:

Reinforce your brand’s voice, style, and positioning.
Offer a follow-up incentive (e.g., free shipping on the next order).
Differentiate yourself from faceless marketplaces.

Solution:

Treat status emails as part of your sales funnel, not as technical confirmations.

Design them like mini landing pages: headline, visuals, personalised content, and a clear CTA.
Don’t copy-paste the carrier’s template, the customer already knows the package is on the way.
Include a link back to your store, not just a tracking number.

2. Generic tracking page = wasted real estate

Most tracking pages are white-label templates from logistics providers: a single column with a status update and no context. But this space offers:

Over 2 minutes of user engagement or missed opportunity.
A canvas you can use for upselling, answering FAQs, or showcasing premium delivery options.

If left unbranded, this space promotes the carrier, not your store.

What it means:

A functional page becomes a strategic space for:

Reminding customers who you are and what your brand stands for.
Promoting bestsellers, offers, discount codes.
Upselling to express delivery or value-added services.

Solution:

Treat your tracking page like a microsite, a digital showroom.

Add product recommendations, return policies, and CTAs.
Think of it as free ad space with guaranteed views.
If the customer is looking, make sure they’re looking at you.

3. No CTA = no next action

Even if the customer opens the email and checks the status, you do nothing to guide them further. No “See similar items.” No “Reorder.” Not even a “Shop now” button. That’s like a customer walking back into your store, and you staying silent.

Data that matters:

The average CTA click-through rate is 3–5%, with over 15% of businesses achieving even better results.
Transactional email marketing delivers a 3600% ROI — $36 return for every $1 spent.

What it means:

Transactional emails hit at the peak of customer intent. If you don’t include a CTA, you’re wasting high-value engagement.

What can you gain?

More return visits to your store.
Higher conversion rates, because CTAs reduce friction.
Better retention, basket size, and cross-sell opportunities.

Solution:

Integrate strong, relevant CTAs into every transactional email:

“Reorder,” “Shop Similar,” “Complete the Look.”
Suggest accessories or complementary products.
Make returning to your store one click away, no searching, no distractions.

Turn logistics into marketing

Delivery isn’t just logistics. It’s an extension of your brand communication.

Tracking pages and transactional emails can act as:

a landing page,
a retargeting campaign,
a visual brand experience

all rolled into one, if you stay in control.

Otherwise, you’re giving away valuable impressions and engagement to your shipping partner.

How to activate this channel? Try Alsendo Business Pro

With Alsendo Business Pro, you can turn your tracking page into a branded marketing tool, in just a few clicks:

Add your logo, brand colours, and voice.
Showcase products, promos, and CTAs exactly where customers are looking.
Embed Instagram or YouTube content to build trust and strengthen visual storytelling.

It’s not just tracking, it’s your most underused advertising space. Start using it wisely.

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The psychology of expectation – why customers care so much about fast delivery?

2025-07-31 przez Kamil Krzos

The instant gratification effect – immediate satisfaction of needs

Today’s consumers live in a world of immediacy – with a single click, they can order food, buy products from across the globe, pay bills, or book consultations online. This lifestyle strongly shapes purchasing behaviour, a phenomenon known in psychology as the instant gratification effect. The quicker a customer receives their order, the greater their satisfaction and the stronger their positive association with the brand.

Why does this work in e-commerce?

Research shows that online shopping is not just transactional – for many customers, it’s a form of reward, and delivery is a key part of this gratification. Walter Mischel’s famous 1972 Marshmallow Test demonstrated that even adults prefer smaller rewards sooner rather than waiting for larger ones later. In e-commerce, this translates into a preference for fast delivery even at a higher cost.

Data highlights:

23% of consumers are willing to pay extra for faster and more reliable delivery to avoid frustration related to waiting and uncertainty about product arrival.
70% of customers say delivery experiences influence their loyalty to a retailer.
43% report they would abandon a purchase if the delivery time is too long or unpredictable.

Not surprisingly, market leaders like Amazon Prime and Poland’s InPost build their competitive edge by minimising the time between purchase and product delivery. This need for immediacy extends beyond physical goods – the same pattern is seen in streaming services, instant payments, and online bookings, where customers expect immediate results upon making a decision.

The phenomenon of frictionless shopping – buying without friction or delays

Every moment of waiting becomes friction – a barrier that blocks the purchase decision. Today’s consumer expects not only an attractive product but a completely seamless buying experience – from clicking “buy now” to receiving the package. Any obstacle, uncertainty, or delay is friction that can discourage completing the transaction.

In the digital age, where convenience, speed, and predictability dominate consumer expectations, delivery time has become one of the most critical brand touchpoints.

Research shows:

The average global cart abandonment rate is 70.19%.
22% of abandonments occur due to slow delivery.

This means more than one in five shoppers quit precisely because they fear delivery delays, clearly showing the importance of fast, predictable shipping. Importantly, reports emphasise that a lack of transparency about delivery times deters customers even when product prices are competitive.

Why is fast and predictable delivery key to customer loyalty?

Year after year, not only do customer’s expectations for delivery speed rise, but so does their demand for full predictability and clear communication. Modern consumers want to know when they will get their product and won’t tolerate uncertainty.

Data confirms this:

66% of consumers expect delivery options to be not just fast, but clearly defined and predictable.
70% say negative delivery experiences are sufficient reason to stop shopping at a retailer altogether.
Customers who have experienced delays or unclear delivery communication are 47% less likely to return, even if the product met their expectations.

This means that errors in logistics don’t just affect single transactions, they can cause permanent customer loss.

Market leaders know time is money – examples from Amazon Prime and InPost

Major e-commerce players have long understood that eliminating delays and uncertainty in delivery translates into higher sales, loyalty, and competitive advantage.

Amazon Prime: A subscription program based on lightning-fast delivery, often within 24 hours or same-day. This model builds customer loyalty and effectively minimises friction, barriers linked to wait times.
InPost (Poland): The popularity of parcel lockers and flexible delivery options keeps growing because they allow customers to pick up parcels quickly and conveniently, without long waits. By focusing on automation and punctuality, InPost effectively meets the psychological need for immediacy in e-commerce.

The expectation paradox: faster delivery = higher demands

Interestingly, the more the market conditions customers to expect express deliveries, the more impatient they become, and the quicker they switch retailers over the slightest problem. This is a paradox:

Customers want their products faster and more reliably, but…
the faster they get them, the less tolerant they are of delays or uncertainty.

Thus, delivery speed is not just a one-time competitive advantage, it’s a daily trust test retailers must pass flawlessly.

What’s the takeaway for your online store?

Modern customers aren’t loyal to brands that fail at delivery. Building trust takes weeks or months, but it can be lost in a single day of delay. Therefore, investing in fast, predictable, and transparent delivery processes isn’t a luxury – it’s a prerequisite for survival in today’s market.

In practice, managing these challenges is made easier by modern tools like Alsendo Business Pro, which allows efficient coordination of logistics processes, automatic selection of the best carriers, and provides customers with constant access to shipment status information. Such solutions help minimise the risk of delays and enhance the shopping experience, which translates into greater customer loyalty.

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Not only a product. Not UX. Not price. Discover why delivery is the key growth driver in 2025

2025-07-21 przez Krystian Palica

Why is pickup convenience now a key factor in conversion and loyalty?

In modern e-commerce, the way a customer collects their order has moved from secondary consideration to a key brand touchpoint. It directly influences purchase decisions and future loyalty. When parcel pickup is unclear, rigid, or poorly matched to customer expectations, conversion rates drop and future sales go with them.

According to the 2025 Alsendo report “IT Support in Logistics, Marketing, and Customer Service in E-Commerce”:

56% of companies have implemented digital pickup point maps,
38% still haven’t,
and 6% are unaware whether they even use such tools.

Customers expect one thing: a nearby pickup point, open at the right time, clearly marked and visible during checkout. When these expectations aren’t met, cart abandonment rises, regardless of product quality or marketing efforts.

Key stats reinforce the business impact of this part of the journey:

59% of companies rate pickup point location as a high-utility feature,
57% say in-checkout selection of the pickup point is critical,
43% value filtering options such as “open 24/7” or “with parking.”
38% confirm that delivery options affect customer satisfaction,
48% link returns management to increased loyalty,
45% report improved logistics control and post-purchase service thanks to digital tools.

These aren’t “nice-to-haves”, they’re conversion and loyalty drivers.

See also: Will parcel lockers replace couriers in 2026?

Why this demands strategic focus

A customer who had a poor pickup experience rarely returns and often shares their dissatisfaction.
A customer who receives their order without friction is far more likely to reorder or refer.
The cost of acquiring a new customer is 5–7 times higher than retaining an existing one.
Loyal customers generate, on average, 67% more revenue over time.

What you need to know

Investing in an intuitive, flexible parcel pickup experience is not just about UX, it’s a core element of your sales strategy and customer lifetime value.

Implementation cost? In reality, it’s the cost of inaction

Many companies hesitate to implement modern delivery tools because of the perceived cost: system integrations, map interfaces, automated notifications. Understandable. But in a competitive market, failing to invest in delivery experience is not saving money, it’s losing market position.

From the Alsendo report:

47% cite implementation costs as a barrier,
41% believe their business is too small to justify the investment,
33% lack internal resources or know-how.

As a result, 50% of companies have no plans to upgrade their IT systems, effectively forfeiting the customer experience battle at checkout. Meanwhile, those who invest are already gaining ground.

The hidden costs of poor delivery UX

A weak delivery experience causes losses across multiple areas:

Increased workload for customer service,
More errors, returns, and failed deliveries,
Higher acquisition costs to replace dissatisfied customers.

Customers who:

struggle to collect their parcels,
can’t track their shipment,
don’t receive clear return instructions,

…are unlikely to return and far more likely to cost you more long-term.

Investments that pay off

Companies that have embraced delivery innovation report measurable returns:

45% improved control over logistics processes,
38% achieved lower operating costs,
39% optimised warehouse and transport capacity.

In other words: a one-time investment drives long-term efficiency, lower overhead, and better customer outcomes.

What you need to know

In the face of rising consumer expectations and intensifying competition, choosing not to invest in delivery-enabling systems isn’t a cost-saving measure – it’s a conscious limitation of your company’s sales and operational potential.

Delivery convenience as a competitive advantage

On today’s saturated market, product alone won’t set you apart. The quality of the overall experience, especially in how customers collect their orders, is where real differentiation happens.

Digital pickup systems already offer high-value functions:

Nearest-location suggestions (59%),
In-checkout point selection (57%),
Filtering by availability and accessibility (43%),
Opening hours comparison (40%).

And customers increasingly expect more:

28% of companies note that information on in-store services (like packaging or fitting rooms) matters,
33% see value in features like parking access or wheelchair accessibility.

Impact on buyer behaviour

Even seemingly minor features can significantly influence:

Speed of purchase decisions,
Cart abandonment rates,
Overall satisfaction,
Likelihood of repeat orders and referrals.

What you need to know

Delivery add-ons aren’t just extras. They convert. Customers aren’t looking for gimmicks, they want convenience and predictability. Companies that design their delivery process around real-world customer needs don’t just sell more. They build brands customers trust and return to.

How to stop losing customers at the last mile?

In 2025, conversion and retention in e-commerce are no longer driven solely by price, UX, or ad spend. The true differentiators lie in the delivery experience – particularly convenience, flexibility, and clarity around parcel pickup. These details have a direct impact on sales performance and operational efficiency.

Key takeaways for e-commerce leaders:

Parcel pickup should be treated as a core sales lever, not a backend logistics cost.
The less friction a customer faces in selecting a pickup point, the more likely they are to convert – and return.
Failing to invest in last-mile delivery tools is not neutral – it’s a measurable loss in both revenue and brand equity.

What you can implement today with Alsendo:

Alsendo Delivery Widget – empowers customers to choose their preferred pickup point via an intuitive, filterable map (based on hours, location, accessibility, etc.).
Alsendo Business Pro – provides full logistics control, courier system integration, and automated customer communication.
Alsendo Returns – simplifies the returns process to reduce service load and boost post-purchase satisfaction.

Today, it’s not technology that separates market leaders from the rest – it’s decisions. And the way customers pick up their parcels is one of those moments where a seemingly small experience creates a meaningful business impact.

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Why offering multiple delivery options in your e-commerce is a necessity today?

2025-07-02 przez Alsendo

What is multi-channel delivery offering and why does it matter?

Multi-channel delivery (multi-carrier shipping) is a strategy that involves providing customers with a full spectrum of order pickup options, tailored to different life scenarios. It’s not just a choice between one courier company and another, but primarily a choice between different pickup methods.

Door-to-door couriers and parcel lockers

The foundation, of course, is door-to-door couriers (e.g., DPD, UPS), essential for bulky orders or for people working remotely. However, alongside them, parcel lockers play a crucial role (e.g., InPost, Orlen Paczka), dedicated to the “on-the-go” generation that wants to pick up a package on the way to the gym, even in the middle of the night.

PUDO points

Complementing this offering are PUDO points (Pick Up Drop Off), i.e., pickup at partner locations such as Żabka stores, Ruch kiosks, or Shell gas stations. This is an ideal solution in smaller towns, where the density of parcel lockers may be lower, but a grocery store can be found on every corner. We can’t forget about express deliveries for customers in emergency situations.

Example of multi-channel application in practice

Let’s imagine a young mother ordering a supply of diapers (large size – she’ll choose home courier delivery) and a student ordering a phone case (small size – he’ll choose a parcel locker). A store offering only one method automatically excludes one of these groups. Flexibility is key to serving every customer segment.

What impact does the number of delivery options have on online store conversion?

How the lack of preferred delivery method affects cart abandonment

Market statistics indicate that the lack of a preferred delivery method accounts for a significant portion of abandoned carts. The data is alarming: as many as 81% of global shoppers abandon their cart if they don’t see their preferred delivery method. Moreover, the problem also concerns return logistics – 79% of customers give up on a purchase if the store doesn’t offer their favorite return method. Customers are impatient and act on impulse. Every extra second spent filling out forms or searching for a pickup point address is a risk that the buyer will close the browser tab.

Technology supporting customer decisions

This is where technology meets sales psychology. Solutions such as Alsendo Business Pro and our intuitive map of shipping and pickup points act as a conversion accelerator, eliminating typical barriers. The map allows for quick selection of a pickup point without the need to manually enter the parcel locker address or search for its code on Google – the customer simply clicks on a point on the map. Thanks to geolocation, the system immediately suggests points closest to the buyer, which radically shortens the checkout path.

Impact of visual map on conversion

Implementing a visual map instead of a long dropdown list makes the decision-making process more fluid. The customer sees that the pickup point is “just around the corner,” which psychologically brings them closer to owning the product. This directly impacts higher conversion rates.

Logistics tailored to customer lifestyle

The modern consumer is often a “nomad” – working in a hybrid model, traveling, combining family life with active recreation. Such a customer is rarely home during standard courier working hours (9:00 AM–5:00 PM). The OOH (Out-of-Home) trend, i.e., deliveries and returns outside the home, is growing dynamically. Customers are looking for locations that fit their flexible lifestyle. Statistics confirm this shift: as many as 79% of Europeans (and 66% of global shoppers) return unwanted goods precisely through parcel lockers or partner points.

That’s why network density is crucial. Thanks to the point map in Alsendo Business Pro, your store gains access to a powerful database of over 250,000 pickup points. This means that in one place, you integrate giants such as DHL, DPD, UPS, Polish Post, Orlen Paczka, InPost Parcel Lockers, as well as popular retail and service chains, including Żabka stores, Freshmarket, or Shell gas stations.

Let’s imagine a situation where a customer returns from work at 6:00 PM. Thanks to the map, they see that they can pick up a package (or ship a return) at a gas station they pass on their way, instead of going specifically to a distant parcel locker. The map enables customers to easily find a convenient point, which really increases their convenience and speeds up the purchase decision.

How do different delivery options affect store operating costs?

The myth that holds back many small businesses goes: “More couriers mean more invoices, contracts, and higher costs.” In reality, it’s the opposite. Using a shipping platform allows for shipping cost optimization. You can control the margin by offering free delivery only for the cheapest methods (e.g., pickup points), and charging a fee for more expensive ones (door-to-door courier). Customers often choose the free option, which for you means lower logistics costs.

The key here is automation. Intelligent systems, such as Alsendo, allow you to manage all carriers from one panel. Generating labels, ordering courier pickups, or handling returns takes place in one location, without the need to log into each carrier’s system separately.

Multi-channel delivery supports international expansion

Cross-border sales are a natural direction of development for many Polish e-shops. However, what works in Poland won’t necessarily work abroad. For example, in Germany, DHL and Packstation lockers dominate, in France, pickup points in Relay networks are popular, and Czechs are accustomed to pickup at Zasilkovna (Packeta) points.

To sell effectively, you need to “speak the logistics language” of a given country. By using a platform that integrates multiple carriers, you gain immediate access to companies specializing in foreign markets. You don’t need to sign contracts with foreign branches of courier companies – you can handle everything through a Polish logistics operator. This removes one of the biggest barriers to entry into EU markets.

How to implement multiple delivery options in a small or medium-sized e-commerce company?

This process doesn’t have to be complicated or require programming knowledge. Here are the specific steps:

Platform selection and integration: start cooperation with the Alsendo technology platform, which has ready-made plugins for your shopping cart software (e.g., WooCommerce, PrestaShop, Shoper, Magento).
Map configuration: in the Alsendo panel, you can customize the list of carriers to your store’s needs. You can, for example, disable carriers that are less favorable for your product range, or highlight those with whom cooperation is most convenient and offer attractive delivery options.
Visual customization: upload your logo, set your corporate colors on the point map so that the purchasing process is visually consistent.
Testing: place a test order to check whether the map loads quickly on mobile devices – remember that most purchases today are made on smartphones.

The future belongs to stores with flexible delivery

Offering multiple delivery options in e-commerce is the foundation of modern online commerce. Customers expect freedom of choice, convenience, and speed. By investing in solutions such as intuitive pickup point maps and a wide range of carriers, you not only meet these expectations, but actually increase your profits through higher conversion and customer loyalty. In the world of logistics, the most flexible one wins.

Sources

Cross up-selling: how to increase order value and reduce shipping costs?

2025-06-10 przez Alsendo

What is cross up-selling and how does it support e-commerce sales?

Cross and up-selling are not just sales techniques, but primarily methods of cart value engineering, aimed at delivering a complete solution to the customer while simultaneously maximizing store profit. While cross-selling answers the question “What complements this purchase?” by offering complementary products, up-selling is based on the mechanism of raising standards. It involves proposing higher-class products, newer models, or larger packages, encouraging the customer to increase their spending in exchange for higher utility value.

According to McKinsey analyses, recommendation techniques generate up to 35% of revenues for giants like Amazon. By combining these strategies, you not only increase revenue but build an image of an expert who understands and anticipates consumer needs.

Why cross and up-selling is not just a sales technique, but also a way to optimize logistics?

At first glance, cross up-selling seems to be the domain of marketing, however its greatest strength lies in its direct impact on the profitability of logistics operations. You need to understand what costs make up the fulfillment of one order. These are primarily fixed costs, such as warehouse worker time, cost of cardboard, filler, tape, and labels. These expenses are almost identical regardless of whether the package contains one small product or three.

As a result, each additional product in the same order is pure profit from a logistics perspective, because fixed costs are spread over a larger revenue amount, and the entire delivery automation becomes more cost-effective.

How does increasing cart value reduce unit shipping cost?

To fully understand this relationship, let’s analyze a specific numerical example. In a scenario without cross-selling, with an order of $80 and shipping cost of $15 (which is a typical rate for domestic shipments), the delivery cost represents as much as 18.75% of the order value. However, if thanks to an effective offer the customer adds a product for $60, the new order value will be $140. The same shipping cost ($15) will now represent only 10.71% of the order value.

The conclusions are clear: the store can more than double its profit on the transaction while reducing the logistics burden by almost half.

Practical 5-step implementation plan for cross and up-selling in your store

Here’s a simple plan for how to start implementing cross up-selling today:

Identify the leaders

Before you prepare an offer for customers, you need to select strategic base products that will serve as the starting point for your propositions. Not every product is a good “anchor” for building larger carts. Your analysis should go beyond simply looking at revenue and focus on the number of units sold.

A product that sells frequently, even if relatively inexpensive, provides far more opportunities to apply cross-selling than an expensive item purchased sporadically. The safest choice is obviously bestsellers – products that customers love anyway. Equally important are so-called “gateway products,” meaning those that most often attract new customers. The last group consists of items that by the nature of their functionality virtually ask to be supplemented, like a printer and ink cartridges or a smartphone and a case.

The outcome of this stage should be a short, well-thought-out list of 3-5 strategic products that will become the foundation for further actions.

Analyze data

Once you have your “anchor products,” you need to find ideal partners for them. The best propositions are those that seem like natural, helpful suggestions to the customer. The most effective and reliable method is a data-driven approach.

Most e-commerce platforms have “Frequently bought together” type reports, which are a goldmine of knowledge about actual customer behavior. But what to do when the store is new or there’s too little data? In such a situation, you should rely on product logic and empathy. Consider what complementary products could increase the purchase value for the customer – meaning what the buyer might need to fully utilize the purchased product.

Create an offer

Simply showing an additional product may not be enough. You need to package it in an offer that will be hard to resist, so the customer feels they’re gaining, not just spending more. The most powerful tactic is creating bundles. Instead of simply suggesting a product, combine it with the base product and offer a small discount, necessarily communicating the amount of savings.

Another effective technique is an offer tied to the free shipping threshold, where you propose a list of specially selected, attractive products priced at what’s missing to reach that threshold. You also can’t forget about cross-selling services, such as gift wrapping or extended warranty, which increase order value without increasing logistics costs.

Configure and launch

With the offer ready, it’s time for its technical implementation in the store. Here the key principle is “start simple.” Initially, it’s best to choose one key location. The product page is an ideal place for a “Frequently bought together” section right below the “Add to cart” button. Equally effective can be the shopping cart, where the customer analyzes their order and is open to suggestions. You can also consider a subtle pop-up appearing after adding a product to the cart.

However, there’s one more advanced moment with enormous potential – the latest e-commerce strategies use the thank you page after purchase. Instead of the standard “Thank you,” you can place an additional offer there, for example, proposing the customer add a matching accessory or complementary product with one click, without the need to refill the order form. This is a proposition to add to the just-paid order another product with a single click.

Measure and observe

Now begins the most important, cyclical stage: measuring, analysis, and continuous improvement. You should track not only the global increase in average order value (AOV), but also the so-called attach rate – meaning what percentage of orders with the base product also included the product from the offer. If this indicator is low, it’s a signal that the proposition is mismatched.

You also need to monitor whether the cross-sell offer doesn’t lower the conversion of the base product itself. This data is the starting point for the most important process: iteration and testing. It’s worth testing and measuring results – change the proposed product, rewrite the call to action, offer a different discount. This cyclical process of analysis and optimization, based on A/B testing, is the real key to long-term success and full utilization of the cross up-selling strategy’s potential.

Avoid traps: what not to do when implementing cross up-selling?

This strategy, though powerful, carries risks if implemented unskillfully. Here are the most common pitfalls:

Trap 1: pushiness and irritating the customer

Bombarding the customer with dozens of propositions will produce the opposite effect to what was intended.

Trap 2: decision paralysisToo many options to choose from can overwhelm the customer and cause them to abandon the cart.

Trap 3: irrelevant propositionsProposing wool gloves for a swimsuit undermines the store’s credibility. Recommendations must be logical.

Free shipping as a motivator to increase cart value

The phrase “free shipping” is one of the most powerful tools in the e-commerce arsenal. Research clearly shows that unexpected additional costs are the main reason for customer frustration – as many as 48% of them abandon the cart precisely because of high delivery fees.

On the other hand, free shipping is a powerful motivator, and its perception is influenced by the psychology of expectation. In one report, as many as 57% of respondents indicated that lower delivery costs would encourage them to shop online more frequently. The key is strategically setting the free shipping threshold and offering customers a choice among different types of delivery.

Transform logistics into competitive advantage

Effective implementation of cross and up-selling strategy is a process that combines sales psychology with operational optimization. As we demonstrated in the article, increasing cart value (AOV) is the simplest path to reducing the percentage share of logistics costs in your margin. However, for these actions to produce measurable effects, it’s necessary to move beyond schematic thinking about shipping as exclusively “delivering a package.”

In modern e-commerce, logistics becomes an integral part of marketing and retention. This is exactly where strategy meets the technology offered by Alsendo Business Pro. This is a solution that allows you to implement the tactics described in the article in practice:

Last mile marketing: thanks to features such as branded tracking page and personalized notifications with ad space, Alsendo Business Pro turns every shipment status into an opportunity for post-purchase cross-selling. This is free advertising space with the highest open rate, ideal for promoting accessories or dedicated offers.
Data-driven decisions: we mentioned that the key to building accurate bundles is analysis. The analytics panel available in Alsendo provides you with hard data on carrier efficiency and shipment structure. Thanks to this, you can precisely match delivery methods to the free shipping threshold, protecting your margin.
Building loyalty: professional return handling and PUDO point map are elements that remove purchase barriers in the cart, directly affecting the conversion of larger orders.

Don’t let logistics be just a cost center in your company. Use the potential of Alsendo Business Pro so that every shipped package works for your profit while building a professional brand image in the customer’s eyes.

Sources

How local payments and predictable delivery increase sales abroad

2025-06-03 przez Alsendo

Cross-border e-commerce – enormous potential and even greater challenges

Cross-border sales have ceased to be the domain of giants. Global revenues from this e-commerce segment are predicted to exceed $1.2 trillion in 2025. Currently, as many as 36% of all online purchases in Europe are international shipments.

Consumers actively search for offers beyond their local market, and for Polish entrepreneurs this is becoming a key pillar of strategy, already accounting for 18-20% of total turnover.

However, behind these numbers lies a complex reality. Entrepreneurs must face not only language barriers, but also complicated customs issues, differences in tax regulations and, most importantly, customer expectations who demand the same, or even higher, level of service they experience daily in their own countries.

Why do foreign customers abandon their cart? Anatomy of distrust

The high abandoned cart rate, reaching approximately 70% globally, is in cross-border sales not so much a statistic as a story of lost trust. Analysis of this phenomenon shows that the reasons rarely lie in product quality. It’s the purchasing process that builds a wall the customer doesn’t want to or can’t overcome. The main culprit turns out to be unexpected and high delivery costs; it’s for this reason that as many as 47% of online shoppers abandon their purchase. This is a psychological “price shock” that makes the customer feel deceived, and an attractive offer suddenly loses its appeal.

Even if the customer accepts the cost, the next barrier becomes a long and unpredictable order fulfillment time. A promise like “delivery in 7-21 days” is in today’s times a signal of lack of professionalism. The customer doesn’t want to live in uncertainty.

The whole is completed by lack of transparency – inability to track the shipment in real time and complicated or expensive return policy. These elements create a barrier of distrust that ultimately leads to cart abandonment in favor of a more reliable, local supplier.

Payment localization as key to trust and conversion

Trust in e-commerce is built by eliminating uncertainty, and nothing does this better than offering customers payment methods that are natural and safe for them. As research shows, 56 percent of customers abandon an online purchase due to the lack of their preferred payment method.

Localization in this area is much more than converting price to local currency. It’s about understanding cultural payment habits. For example, in Germany, invoice with deferred payment term (so-called “Kauf auf Rechnung”) enjoys huge popularity, which stems from the culture of “try before you buy.” Meanwhile, in the Netherlands, iDEAL, a direct bank transfer system, is an absolute standard.

Cash on Delivery plays a particularly important role in many Central and Southern European countries. In regions with lower trust in online payments, this is for many customers the only acceptable form of payment.

How can small businesses offer local payment methods?

Integrating all these options individually is difficult, time-consuming and costly for a small business. That’s why partnership with technology platforms becomes crucial. Solutions like Alsendo International allow integration of the store with a network of local carriers who can easily handle cash on delivery payment in local currency.

Thanks to cooperation with local suppliers, packages arrive faster, and using local infrastructure reduces costs. The system enables real-time shipment tracking and sending notifications in the local language, which increases customer trust. Deliveries can reach both directly to the door and to pickup points or parcel lockers, which gives customers convenience and minimizes failed delivery attempts.

Predictable delivery as a decisive purchase factor

Even the most convenient payments won’t save a sale if logistics fail. Consumers clearly communicate their expectations: as many as 88% of them say that free delivery is the strongest factor motivating them to shop. Speed is also important – the psychology of waiting for a shipment shows that delivery within 12 hours motivates 83% of respondents to shop more frequently.

Predictability, however, means something more than just speed. It’s providing the customer with a sense of control and constant communication. This includes dynamic delivery date estimation already at the cart stage, offering a choice of different options such as courier, pickup point or parcel lockers, as well as proactive sending of email or SMS notifications at key stages of the package’s journey.

Synergy and marketing: how to communicate trust from the first click?

Customer experience doesn’t begin in the cart. An effective cross-border strategy consists of showcasing your logistics and payment advantages as key sales arguments from the very beginning. Instead of waiting until the last moment, logos of key payment and courier partners should be visible already on the homepage and in the footer.

On product pages, it’s worth placing information like “Fast delivery to Germany in 48h via DHL.” What’s more, marketing campaigns should be tailored to specific markets. A Facebook ad targeting the Dutch should mention iDEAL payment. Good practice is also creating dedicated subpages for key markets (e.g., yourstore.com/de), where all delivery, payment and return options are explained in a simple way.

How to start in practice? Rely on technology connecting business with logistics

Instead of building complicated processes from scratch, the simplest way to start is to use a ready technology platform. Alsendo acts here as a digital connector that integrates entrepreneurs with the best courier platforms throughout Europe.

What do you gain by choosing Alsendo technology as the foundation of your cross-border logistics?

One hub, many possibilities: instead of negotiating contracts with dozens of carriers, you get access to the comprehensive Alsendo International service. The platform aggregates offers from local suppliers (so-called “local heroes”), which allows for faster and cheaper deliveries while maintaining flexibility.
Process automation: Alsendo technology takes the operational burden off you. From choosing the most cost-effective offer (thanks to full cost transparency before shipping), through generating labels, to automatic shipment insurance – everything happens in one panel.
Technology supporting Customer Experience: the platform offers tools building trust of foreign customers. You gain access to notifications in two languages (which eliminates communication barriers) and a unified real-time shipment tracking system, which significantly relieves your customer service department.
Delivery flexibility (PUDO and Door-to-Door): thanks to technology integration, you can offer customers what they expect – both convenient deliveries to pickup points and parcel lockers (reducing CO2 emissions), as well as classic door-to-door deliveries.

The entire process comes down to a few simple steps within the platform: you specify package parameters, choose the destination country and courier company, and the system takes care of the rest – from processing the order to delivering it to the local recipient in the EU. Thanks to this, you can focus on sales, and technology will handle logistics.

Returns logistics – how to take care of it to gain, not lose?

Returns in international commerce are a significant operational and cost challenge if not properly planned. Requiring a customer from Spain to independently ship a package to Poland is an inefficient model that hinders further purchases because it’s expensive and troublesome.

A much better solution is implementing a system based on a local return address. Thanks to cooperation with a logistics partner, the customer returns the package to a cheap, domestic address. Then these packages are collected in a local warehouse and sent back to Poland in bulk, which allows reducing return costs in cross-border commerce. A well-organized process makes returns in e-commerce an asset, not a problem.

A proactive action will be creating an extensive, translated FAQ section that will answer 80% of typical questions. Transparency should also be ensured, clearly informing about customer service office hours.

How to measure the effectiveness of payments and deliveries in cross-border e-commerce?

Implementing new solutions is only the beginning. To assess strategy effectiveness, key indicators should be constantly monitored, preferably broken down by individual countries. Analytics in e-commerce allows tracking primarily the conversion rate, analyzing its changes after implementing new solutions.

It’s also important to examine the cart abandonment funnel to identify at which step the most customers drop off. Observing average order value (AOV) will show the effectiveness of free delivery thresholds, and comparing customer acquisition cost (CAC) with lifetime value (LTV) will give a complete picture of expansion profitability.

How to combine logistics and payments to increase sales abroad?

Success in cross-border commerce is not a matter of chance. It’s the result of a thoughtful strategy that puts the customer and their local habits at the center. For small and medium-sized online stores, the key is understanding that they don’t have to build global infrastructure from scratch. Instead, they should rely on intelligent partnerships and technology that will help them manage the complexity of logistics, returns and legal issues.

Sources

Why do customers respond to personalisation? The psychology behind higher engagement

2025-05-27 przez Kamil Krzos

From click to trust

A report by Alsendo reveals that 61% of companies regularly use personalised email notifications, and 44% of them see a clear increase in customer engagement. In a digital world where inboxes resemble traffic jams, a well-targeted message is like a green light, it stands out and leads the way forward. Even basic personalisation efforts, such as using a customer’s name, offering dynamic recommendations, or aligning messaging with their shopping history, do more than drive clicks. They capture attention in a marketplace where everyone is fighting for it.

This is no longer a matter of choice. It’s a race. If you don’t deliver a better, faster, more human experience, someone else will. Customers don’t wait. They expect brands to anticipate their needs before they express them. They expect communication that fits into their digital lives, not just ads. Personalisation is no longer just a tech feature, it’s a measure of a brand’s maturity and the key to building long-term loyalty through understanding, not discounts.

Why personalisation works? The brain likes the familiar

The effectiveness of personalisation lies in cognitive science. The “self-referencing effect” makes people more likely to notice and remember information that refers directly to them, their name, location, or previous purchases. That’s why a subject line like “Anna, your favourite item is back in stock!” outperforms a generic seasonal promo.

Personalisation also triggers so-called “micro-moments”, brief, emotional bursts that influence decision-making. The right message, sent at the right time, not only activates a desire to buy, but also generates satisfaction from feeling accurately targeted. In an age of constant distraction, relevance – not volume – drives results.

Personalisation = higher engagement = greater loyalty

Personalisation doesn’t just sell, it creates an emotional connection between brand and customer. Subtle gestures like reminders about low stock, cart abandonment emails that reference specific items, or personalised welcome offers help customers feel remembered and valued.

One example of smart personalisation is offering location-based pickup points. 59% of companies already appreciate this feature, it’s not just a logistical benefit, but a message: “We understand your routine. We know where you are.” Each of these signals reduces cognitive effort and helps customers act instinctively.

This ties into the “frictionless experience” principle: the fewer steps between a customer and their goal, the more likely they are to complete it and return. Convenience builds loyalty, and today, loyalty is earned through seamless experiences, not loyalty points.

The data doesn’t lie: why does personalisation really work?

Personalisation is no longer a luxury reserved for tech giants, it’s a core tool that should be part of every modern business strategy. Yet only 8% of companies personalise their tracking pages, despite these being among the most frequently visited touchpoints. It’s like having a prime storefront with no display in the window.

Psychologically, this reflects a phenomenon known as “inattentional blindness”, companies so focused on day-to-day operations that they overlook high-impact opportunities. There’s also the “status quo bias”, a natural tendency to stick with what’s familiar, even if change would be beneficial. The result? Businesses fall behind not because they lack the tools, but because they lack the boldness to use them.

In the age of automation and rising competition, skipping personalisation is like running a store blindfolded: you can’t see the customer, you don’t know what they want, and you don’t know why they just walked out.

A new approach: personalisation not just as a tool, but as a service

Modern customers don’t just buy products, they seek meaningful experiences. Personalisation is no longer a marketing add-on; it’s becoming a full-fledged, integrated, and scalable service. Companies treating it only as a campaign tool quickly fall behind those who design entire ecosystems around customer needs.

From a psychological standpoint, the “framing effect” shows that how you present an experience shapes how it’s perceived. If your store’s interface, delivery updates, and communication style match the customer’s lifestyle, the experience is viewed as seamless and trustworthy.

Examples? Flexible delivery options, pickup point personalisation, or delay notifications written in a human tone. These touchpoints build a “positive memory trace,” which later translates into loyalty. The “IKEA effect” also applies here: customers value experiences more when they feel involved in shaping them.

Smarter logistics, enabled by personalisation

Today’s e-commerce and logistics landscape demands flexibility and real-time responsiveness. To meet this challenge, more businesses are adopting personalised logistics solutions. The good news? With modern platforms, there’s no need for custom development or heavy IT resources.

Alsendo Business Pro is a ready-to-deploy logistics personalisation platform offering tailored service packages for businesses of various sizes and industries. Key features include:

Carrier & Pickup Point Integration – quick setup with 212,000+ out-of-home locations and flexible carrier configuration.
Personalised Notifications & Tracking Page – branded emails and customisable tracking pages aligned with your tone and customer communication style.
Analytics & Delivery Monitoring – reporting panel for tracking delivery performance and logistical efficiency.
Automated Returns Handling – available in the Max package for streamlined return processing.
Flexible Packages & Subscription Model – three scalable plans (Standard, Optimum, Max) with monthly billing.

Alsendo Business Pro gives companies instant access to advanced tools that previously required months of development. It enables rapid deployment of personalised communication, delivery tracking, and customer experiences, without building IT infrastructure from scratch.

The result? Increased operational efficiency and a stronger, more memorable customer journey that drives loyalty and measurable business growth.

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Sources:

https://www.epsilon.com/us/about-us/pressroom/new-epsilon-research-indicates-80-of-consumers-are-more-likely-to-make-a-purchase-when-brands-offer-personalized-experiences
https://dpogroup.com/blog/frictionless-customer-experience/
https://www.studocu.com/pl/document/szkola-wyzsza-psychologii-spolecznej/psychologia-spoleczna/spostrzeganie-siebie-r6/5455247
Raport Alsendo 2025: Wsparcie IT w logistyce, marketingu i obsłudze klienta w e-commerce