last mile

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.

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

Why offering PUDO points and parcel lockers boosts cross-border e-commerce sales?

2025-07-22 przez Adam Zając

This could make or break your cross-border sales

When expanding internationally, never assume your domestic delivery model will succeed abroad. Each market operates under its own consumer habits, and ignoring local logistics expectations is the fastest way to make costly e-commerce mistakes. Consider these real-world examples, often overlooked in global expansion strategies:

Czech Republic & Slovakia – no PUDO, no sales

In the Czech Republic, a growing number of consumers prefer collecting their parcels from PUDO locations or parcel lockers. While Packeta remains a key player, customers increasingly expect a wide choice – including local shops, kiosks, and petrol stations acting as pickup points. It’s no surprise that more and more Polish online retailers are turning to the Czech market, given its close proximity and similar consumer habits.

Germany – Packstation is not a luxury, it’s a standard

DHL’s Packstation network boasts over 12,000 lockers, with nearly half of e-commerce customers choosing this delivery method. Privacy matters: many Germans prefer anonymous parcel collection over interacting with couriers or neighbours.

Hungary – PUDO and payment go hand in hand

Hungarian consumers frequently combine PUDO collection with cash or card payments upon pick-up. Without offering this option, you’re limiting your conversion potential – especially in B2C.

Nordics – logistics means sustainability

Countries like Finland, Sweden, and Denmark actively support PUDO expansion to reduce carbon emissions. Consumers recognise that consolidated parcel pick-up is more eco-friendly than individual home deliveries. If your store doesn’t promote such options, you risk losing credibility.

3 quick wins for your e-commerce business today:

Market Research: before entering a new country, investigate which local players dominate Out-of-Home (OOH) logistics (e.g., Packeta, DHL, PostNord).
Simplify Integration: use Alsendo’s platform to easily add popular PUDO options across multiple markets with a single integration.
Localised Messaging: highlight preferred local delivery methods in your ads and product pages to boost trust and conversion rates.

How PUDO and parcel lockers drive real sales results?

The “last mile” – how your customer receives their parcel – can make or break a transaction. Emotional factors are at play here, often underestimated by sellers. “Delivery anxiety” is one of the top reasons for cart abandonment. Customers want to buy but worry about delivery complications. PUDO and parcel lockers alleviate these concerns, significantly improving conversion rates. Here’s how:

Flexibility = comfort

Customers don’t need to adapt to a courier’s schedule – they choose the time and place for collection. In markets like Germany, the Czech Republic, and the Nordics, this is non-negotiable for shopping convenience. Without this option, customers may turn to competitors.

Communicate clearly on your product pages: “Pick up your parcel from a locker or collection point – no waiting for the courier.”

Reduced failed deliveries

Missed deliveries waste time, money, and erode customer trust. PUDO and lockers minimise this risk by giving customers control over pick-up timing. Alsendo’s data shows that deliveries to pick-up points reduce non-collected parcel returns by up to 40% compared to standard home delivery.

Increased parcel security

Parcel lockers reduce the risk of theft or damage – critical in urban areas where doorstep deliveries are vulnerable. In Germany, with high trust in public services, Packstation is often viewed as a safer option than home delivery.

Greater sense of control

Consumer psychology is clear: customers want control over their purchase journey. Choosing the delivery method, selecting their preferred pick-up location, and tracking parcels in real time all enhance satisfaction and loyalty.

2 practical actions you can take now:

Promote PUDO and locker availability early in your advertising and on product pages – don’t wait until checkout.
Analyse logistics performance: track which delivery methods yield the fewest issues and highest conversions, and adjust accordingly. Studies show introducing faster, more flexible delivery can increase conversion rates by up to 47% while significantly reducing cart abandonment.

The hidden operational advantages of PUDO in cross-border sales

Most retailers view parcel lockers purely from a customer perspective. But logistically, PUDO and parcel lockers are powerful tools for cost optimisation, reducing operational complexity, and boosting margins in international sales. Here’s what you gain:

Lower last-mile delivery costs

Deliveries to lockers or collection points are cheaper – couriers don’t need to visit every individual address. For your business, this means:

Reduced shipping costs, especially in countries with high local transport expenses (e.g., Nordics, Germany).
Ability to offer competitive delivery rates without compromising service quality.

Alsendo data shows that PUDO deliveries in CEE markets can be up to 20% cheaper than standard courier services. This is especially relevant considering 75.8% of cross-border shipments from Poland fall within the 1–20 kg range – the ideal segment for optimising OOH deliveries.

Fewer returns and failed deliveries

Every uncollected parcel represents lost logistics spend, increased customer service workload, and reputational risk. PUDO drastically reduces this by empowering customers to collect parcels at their convenience.

The result:

Higher first-attempt delivery success rates.
Fewer returns due to missed deliveries.
Simplified, lower-cost after-sales processes.

Faster market rollouts

Instead of negotiating complex, country-specific contracts with local couriers, tap into ready-made solutions providing access to extensive European PUDO and locker networks from day one.

Example: Alsendo Innoship enables integration with leading local delivery partners like Packeta, DHL Packstation, PostNord, and more.

4 strategic steps for your e-commerce store:

Break down delivery costs not only by country but specifically for cross-border operations – PUDO offers tangible savings.
Build a scalable logistics infrastructure from the outset – don’t wait for high sales volumes to integrate parcel locker options.
Utilise smart tools for dynamic order allocation to the most cost-efficient carrier with PUDO access.
Track performance – lower last-mile costs, fewer returns, and faster delivery all translate directly into higher profitability for your international sales.

Cross-border success requires more than visibility

Cross-border expansion isn’t just about marketing or search engine rankings. The real competitive edge lies in adapting your offer to each market’s logistics expectations. More than ever, customers demand flexible, convenient delivery options like PUDO and parcel lockers – solutions proven to increase conversion rates and minimise delivery issues.

Discover up-to-date market insights, actionable tips, and proven strategies to help you prepare your store for successful international sales.

Want to leverage this potential?

Download our free e-book “Polish e-commerce without borders – selling and shipping across Europe”.

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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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Manual vs. automated parcel shipping: compare costs and processing time

2025-06-16 przez Alsendo

Why the method of shipping parcels matters for small e-commerce

A growing number of orders is every entrepreneur’s dream, but it comes with enormous pressure on operational efficiency. Customers are accustomed to standards set by market giants and expect:

lightning-fast same-day shipping
precise tracking
hassle-free returns

The way you process orders—from clicking “Buy now” to printing the label—has a direct impact on your margin. Every minute spent manually retyping address data is time you’re not dedicating to marketing, product development, or customer service.

Moreover, with manual processes, business scalability is strictly limited by human productivity, which during peak periods (like Black Friday) can become a bottleneck that constrains revenue.

How does manual parcel shipping work?

Manual shipment processing is the reality for many beginning online stores, resembling tedious office work from decades ago. This process begins when an order comes in. The seller must open their store’s admin panel or marketplace platform (e.g., Allegro), and in another browser tab, log into the carrier’s system. Next comes the most critical stage: copying data. First name, last name, street, house number, postal code, phone number, and email address must all be transferred using the “copy-paste” method into the shipping form.

After pasting the data, manual definition of package parameters is necessary. This is where inefficiency often occurs—selecting a box “by eye” and manually entering dimensions. If the store uses multiple carriers, this process must be repeated across different systems. Finally, the label is generated as a PDF file, downloaded to disk, and printed. The main limitations of this model are lack of data flow and low packing precision.

How does automated parcel shipping work?

Logistics automation completely changes the work philosophy, shifting the operational burden from humans to software. The foundation of this model is advanced integrations (APIs) between the store platform and the shipping system. In this scenario, order data “flows” automatically. When a customer completes their purchase, all necessary information is immediately transmitted to the shipping management panel. The user logs into one panel, sees the order list, and generates labels in bulk.

Automation, ecology, and “shipping air”

Research reveals shocking data: Polish consumers receive over 40 million m³ of air along with their ordered products due to oversized packaging. That’s equivalent to paying to ship the air contained in 13,500 Olympic-sized swimming pools.

Manual box selection “by feel” generates enormous waste. Packing shipments in poorly fitted boxes accounts for over 42,000 tons of unnecessary CO2 annually. Automation allows precise matching of carrier and size to actual product dimensions, reducing this problem and lowering your store’s carbon footprint.

Cost comparison – manual vs. automated

At first glance, the manual model seems cheaper because it doesn’t generate a monthly software invoice. However, this is a classic example of false economy. The biggest financial burden in the manual model is labor cost per hour. If an employee spends 3 minutes handling one package, with a volume of 500 shipments per month, that amounts to 25 hours of pure administrative work. That’s over three working days for which you must pay salary, social security, and taxes.

Add to this the aforementioned cost of “shipping air” in oversized packages, for which carriers charge higher dimensional rates. Automation costs are typically predictable and scalable, and systems often offer negotiated, cheaper courier rates that are unattainable for individual shippers. Small e-commerce businesses actually save money with automation when the system cost is lower than the value of time wasted on manual handling and overpayments for poorly dimensioned shipments.

Time comparison – manual vs. automated

Time in e-commerce is a currency that cannot be recovered. For a single manual shipment, the process takes an average of 3 to 5 minutes. In an automated system, generating a label for a single order takes 15-30 seconds. However, the real gap appears when scaling. Manual processing is linear in nature—handling 100 packages takes 100 times longer than handling one.

During a sudden sales spike, a manually operated store can become paralyzed. Automation works almost instantaneously. Generating labels for 100 orders takes the system the same amount of time as for one—you simply select more items from the list. This allows the store to ship hundreds of packages the same day, eliminating the bottleneck of limited typing speed.

How does process automation impact error reduction?

Human error is statistically the most common cause of problems in logistics processes. When manually retyping hundreds of strings of numbers, the human brain naturally loses concentration. If we assume that the average error rate for manual data entry is approximately 1% to 3%, for a store shipping 300 packages monthly, that means 3 to 9 problematic shipments each month.

This may seem like a small number, but the financial consequences are disproportionately large. Each such error requires covering the cost of package return, re-shipping, and often results in customer loss and negative online reviews. Automated systems eliminate the risk of typos by capturing data exactly as the customer entered it and validating postal code accuracy before printing the label.

When should you definitely choose automation?

The transition to automation typically happens naturally when an entrepreneur starts feeling that logistics, instead of supporting sales, begins to hinder them. Here are key signals suggesting your e-commerce should implement automation:

Exceeding the threshold of 30-50 packages monthly: Manual handling begins taking up too much valuable time.
Multi-channel sales: Managing Allegro, Amazon, and your own store from one place (e.g., through Alsendo Business) means no more logging into multiple panels.
High seasonality: Readiness to handle a 10-fold increase in orders during Black Friday without hiring additional staff.
Desire to be ECO-friendly: Avoiding “shipping air” through better package fitting, which is impossible to achieve “by eye” at large scale.

Example scenarios for small e-commerce

To better illustrate the difference, let’s examine three specific business situations.

Scenario 1: Hobby store shipping 50 packages monthly

In the manual model, the owner spends about 3 hours monthly just entering data. After implementing automation, this process shortens to 20 minutes. The gained hours can be dedicated to marketing, which will actually increase sales.

Scenario 2: Growing boutique with 300 monthly orders

At this scale, manual handling amounts to 15-25 hours monthly—nearly 1/4 of a full-time position. The owner faces a choice: hire an administrative employee (costing several thousand dollars) or implement a system for a fraction of that amount. Automation replaces the need to create a position solely for “printing labels.”

Scenario 3: Store with irregular product “drops”

On release day, you receive 100 orders per hour. Manual shipping means chaos and working until midnight. Automation allows handling these 100 orders in a few minutes, providing “on-demand” scalability without the fixed costs of maintaining a large staff.

Automation: a requirement, not a luxury

In 2025, logistics technology is accessible enough that persisting with “manual shipping” for cost-saving purposes has become a myth. For most e-commerce businesses, automation is not a luxury but a fundamental tool for competitiveness and—importantly—environmental responsibility.

Avoiding address errors (which are a statistical certainty with manual work) and reducing empty space in packages represent real savings. The recommendation is simple: implement automation before your first sales peak turns your office into a warehouse full of problematic shipments. Let technology handle logistics while you focus on business development.

Sources

https://www.dssmith.com/pl/media/aktualnosci/2022/8/air-commerce

Convenient returns as a competitive advantage in e-commerce. How to automate them?

2025-06-12 przez Alsendo

Why have convenient returns become a key element of e-commerce strategy?

The scale of the challenge currently facing large enterprises is unprecedented. The average return rate in e-commerce is typically much higher than in traditional retail—many reports indicate that approximately 30% of online orders are returned, while for in-store purchases this rate is only around 9%. This disparity stems from changing customer behaviors, for whom returns have become a natural element of the shopping process rather than an anomaly.

Particular dynamics are visible in younger demographic groups. The number of consumers declaring that they return products at least once a month is significantly higher among Generation Z and millennials than among older customer groups. These customers treat the ability to easily return items as standard and a kind of purchase “insurance,” forcing companies to redefine their approach to after-sales service. A convenient returns process builds trust, which directly translates into CLV (Customer Lifetime Value) metrics and determines whether a customer will even decide to complete their cart.

What are the costs and challenges associated with the returns process in large companies?

At Enterprise scale, returns handling costs extend far beyond the return shipping fee. The main burden is the operational involvement of multiple departments: from customer service accepting requests, through logistics, to the warehouse conducting quality assessment and re-accepting goods. In a manual model, this generates enormous labor hour costs that grow exponentially during sales peaks. Each “touch” of a package by an employee represents a cost that, multiplied by thousands of returns, drastically reduces margins.

A critical aspect is also the impact of returns on cash flow and inventory management. Goods in return transit represent so-called “frozen cash”—locked capital. The longer the logistics process takes, the longer the product remains excluded from sales, losing value (especially in the fashion and electronics sectors). At large operational scales, lack of consistent procedures leads to inventory chaos and discrepancies in stock levels, making sales planning and restocking difficult. ERP systems often don’t “see” goods that are physically already on the dock but waiting for manual processing.

How do convenient returns impact competitive advantage?

The quality of the returns process has a direct impact on a company’s future revenues. Market data leaves no illusions: as many as 84% of respondents in a study conducted by a company from Wilkes-Barre indicated that a “positive return experience” increases their likelihood of repeat purchases from the same store. Simplified return policies thus act as a powerful retention tool, lowering the barrier to entry for subsequent transactions. Customers who know the return process is painless are more willing to experiment with new products and brands.

On the other hand, the consequences of neglecting this area are severe and immediate. Approximately 71% of consumers claim they are less likely to make repeat purchases from a seller after a poor return experience. Moreover, this effect is amplified by the social recommendation mechanism—four out of five dissatisfied customers declare they will share their negative experience with family and friends. Convenient returns are therefore not just a convenience but a key element of protecting brand image and preventing customer loss to competitors.

Elements of an ideal returns process in e-commerce from an Enterprise perspective

For the returns process in a large organization to work smoothly, it must be based on full digitalization and paper elimination. The ideal ecosystem begins with a clear request path in the customer panel, where users can independently generate a QR code or label without contacting customer service (self-service). Deep integration of ERP, WMS, OMS systems, and marketplace platforms is crucial here. Return approval in the system should automatically trigger a cascade of processes: from ordering transport, through delivery notification at the warehouse, to preparing corrective documents.

Real-time communication informing the customer about each stage of their package’s journey and refund status is also essential. Process transparency drastically reduces the number of customer service inquiries like “Where is my money?”

Most common mistakes in returns handling and their business consequences

The biggest mistake large companies make is persisting with manual processes that, at the current scale of returns, become inefficient and risky. Manual verification of requests, retyping data from emails, or lack of a unified system for multiple markets lead to delays and human errors. Companies also often fail to optimize logistics costs, using rigid courier contracts instead of dynamic carrier selection. This results in overpaying for local returns or problems with cross-border returns handling.

Furthermore, lack of analytics on return reasons prevents drawing business conclusions, causing the company to continue selling products with defects or poor descriptions, falling into a vicious cycle of costs.

Returns automation: what processes can be improved in large companies?

Automation in the Enterprise model primarily includes intelligent logistics routing—automatic selection of the cheapest or fastest carrier depending on package parameters and location. Systems should also automatically generate all documents (labels, customs documents for non-EU markets) and manage customer communication through a sequence of status notifications.

A significant improvement is also back-office process automation: inventory updates should occur immediately after scanning received goods, and financial systems should automatically order refunds, relieving the accounting department and building customer trust in the brand.

Technologies and tools for returns automation in the Enterprise model

Modern returns ecosystems are built on RMA (Return Merchandise Authorization) systems integrated with Multi-Carrier logistics platforms and ERP/WMS systems. Machine Learning technology is increasingly used to predict return volumes and detect abuse (e.g., wardrobing). However, the key is data centralization, which allows process management across multiple countries and sales channels from a single tool. Through APIs, logistics platforms become the “brain of operations,” connecting sales, logistics, and finance into one cohesive organism.

The role of the Alsendo platform and Innoship Returns Module in process optimization

Returns have become one of the most underestimated sources of advantage in commerce. It’s precisely in them—at the intersection of logistics, data, and customer experience—that you can see how an organization truly operates. The Innoship Returns Module from Alsendo helps large companies transform daily operational challenges into a cohesive system that simplifies processes, delivers crucial data, and strengthens customer loyalty.

Innoship Returns Module functionalities that build Enterprise advantage:

Automation and smart routing: the system automatically handles every stage—from request to settlement. An intelligent algorithm selects the optimal carrier depending on country, weight, or product type, reducing costs and eliminating manual errors.
Consistent branding (branded portal): customers make returns in a portal that looks and communicates just like your store. This allows the process to take place in a trusted environment, increasing the chance of repeat purchase.
Data-driven decisions: the module generates advanced reports on return reasons, processing time, and carrier effectiveness. This allows quick pattern detection (e.g., incorrect size chart) and proactive offer optimization.
Global control: the system enables handling of multiple and partial returns within one order and process management from different markets in one panel. This is the full flexibility necessary for internationally operating companies.

The Innoship Returns Module is a strategic tool that allows you to use automation to build a culture of transparency and faster decision-making throughout the organization.

So how to handle returns?

Treating returns as a necessary evil is a strategy of the past. In the face of growing consumer requirements and cost pressure, optimizing this process is key to profitability. To effectively implement changes in a large organization, it’s worth taking the following steps:

Centralize processes: abandon scattered tools and spreadsheets in favor of one platform integrating all carriers and markets.
Automate decisions: use algorithms to select the best logistics options and automate customer communication.
Choose a proven partner: opt for Enterprise-class solutions like Alsendo Innoship, which guarantee stability, data security, and real cost optimization, transforming a logistics challenge into a competitive advantage.

Sources

Last-mile automation: how is delivery optimization evolving?

2024-01-22 przez Alsendo

Automation in warehouses: the starting point for last-mile optimization

The final mile delivery process doesn’t begin with a delivery driver but starts earlier at fulfilment centres and distribution hubs. Here, automated systems are replacing traditional methods, increasing efficiency and reducing human errors. Technologies such as automated guided vehicles (AGVs) and autonomous mobile robots (AMRs) have become vital tools for logistics companies to handle increasing parcel volumes. These robots not only optimize the shipping process but also enable low-cost delivery by improving warehouse throughput by up to 40% .

The grehouse robotics sector is projected to exceed USD 51 billion by 2030, driven by the growing demand for automation in e-commerce. This is particurtant as the industry faces pressure to support same day delivery and next day delivery.

AI revolutionizing last mile delivery services

Another game-changing innovation in last mile logistics is artificial intelligence (AI). By analyzing vast amounts of data, AI enables delivery companies to optimise delivery routes, plan efficient schedules, and reduce extra costs. Algorithms can now predict the most efficient routes for drivers to navigate urban areas and rural areas, minimizing delays caused by traffic congestion.

AI is also enhancing the online shopping experience by powering last mile tracking technologies. Customers can monitor their parcels in real-time, ensuring transparency and building trust in the delivery process. For businesses, AI-driven route planning significantly reduces operational costs, enabling faster and more reliable deliveries even during peak seasons.

PUDO: expanding delivery points for greater convenience

The global expansion of Pick-Up/Drop-Off (PUDO) points is transforming last mile logistics, catering to both delivery companies and consumers. These systems, including parcel lockers and dedicated collection hubs, streamline deliveries by consolidating multiple shipments to a single location. This approach not only reduces carbon emissions but also addresses operational challenges, such as reaching final delivery destinations in densely populated urban areas or sparsely populated rural areas.

Poland stands out as a leader in this field, with over 28,880 parcel lockers installed nationwide, translating to an impressive density of 39 PUDO points per 10,000 residents. This network facilitates faster, more efficient delivery options and reduces the environmental footprint of the last mile delivery process. The country’s largest operator, InPost, has further expanded its reach by strategically installing parcel machines at high-traffic locations, such as Warsaw Chopin Airport, offering travelers the convenience of picking up or dropping off parcels during their journeys.

In Spain, a similar trend is emerging. A pilot program is underway to install PUDO points in metro stations across major cities like Madrid and Barcelona. These locations are chosen for their accessibility and high foot traffic, providing a solution tailored to urban commuters. This initiative aligns with the growing European focus on sustainable logistics, aiming to cut delivery-related traffic congestion in city centers. Globally, PUDO networks are expanding rapidly. According to the 2024 Out of Home Delivery in Europe Report, the number of PUDO points in Europe has grown by 30% year-on-year, with over 350,000 locations across the continent. This trend reflects the increasing demand for flexible, efficient, and cost-effective delivery solutions.

Drones and autonomous vehicles: the future of last mile delivery

Technologies such as drone delivery and autonomous vehicles are paving the way for a more sustainable and efficient last mile delivery ecosystem. Drones are particularly effective in reducing delivery times in rural areas, where traditional methods are less efficient, while autonomous vehicles excel in urban areas, handling high-volume deliveries with precision and minimal human intervention. Both solutions address the rising demand for low-cost delivery and the need to reduce carbon emissions, aligning with the preferences of environmentally conscious customers.

Recent data indicates that 54% of consumers prefer eco-friendly delivery options, and 37% are willing to pay extra for solutions that minimize environmental impact. Autonomous vehicles and drones directly support these preferences by lowering the carbon footprint of the delivery process. For example, a single drone delivery can reduce emissions by up to 30% compared to traditional vans, particularly when powered by renewable energy sources.

In addition to sustainability, these technologies improve the online shopping experience by offering faster, more reliable service, such as same day delivery or even deliveries within a few hours. This is particularly important as ecommerce sales continue to grow, with a projected annual increase in parcel volumes exceeding 20% by 2030. The ability to meet these demands while maintaining efficient and cost-effective operations will be critical for delivery companies to stay competitive.

Addressing key challenges: strategic insights for the future

While the adoption of automation in last mile logistics comes with challenges such as high initial costs and the need to adapt to evolving customer expectations, the outlook is overwhelmingly positive. Businesses that embrace innovation are poised to reap significant benefits, including reduced carbon emissions, enhanced route planning, and a transformative impact on customer satisfaction.

The integration of technologies like AI, autonomous vehicles, and parcel machines is reshaping the final mile into an opportunity for growth, efficiency, and sustainability. Far from being a bottleneck, the last leg of a product’s journey is becoming a platform for delivering superior service and meeting the rising demands of eco-conscious consumers. These innovations not only drive down costs but also create a customer experience that is faster, smarter, and more personalized.

Looking ahead, the future of last mile delivery is bright. As companies continue to invest in advanced technologies, such as drone delivery and AI-driven route optimization, they are not just addressing today’s challenges but also laying the groundwork for a more connected and sustainable supply chain. With the rapid evolution of e-commerce and growing parcel volumes, the industry is set to deliver solutions that are both efficient and cost-effective, ensuring businesses stay competitive in a fast-changing global market.

The journey toward a fully automated, environmentally friendly, and customer-centric last mile logistics system is underway — and its potential to positively impact businesses, consumers, and the planet is boundless. The future is one where the final delivery destination is reached with innovation, precision, and sustainability at its core.

Last mile delivery FAQs:

1. What is last mile delivery?

Last mile delivery refers to the final stage of the logistics process, where goods are transported from a transportation hub, such as a distribution center, to the customer’s doorstep or a designated final destination. This step is crucial as it often represents the most challenging and expensive phase of delivery operations.

2. Why is last mile logistics important?

The last mile logistics process directly impacts customer satisfaction by ensuring goods arrive on time and in good condition. Efficient management in this phase also allows companies to control costs, which can otherwise escalate due to failed deliveries or inefficient routing.

3. How does automation improve last mile delivery?

Automation enhances the logistics process by streamlining operations at transportation hubs and distribution centers. Technologies like AI, autonomous vehicles, and robotics help optimize routes, reduce delivery times, and enable more accurate tracking from the hub to the final destination.

4. What role do most last mile couriers play in the process?

Most last mile couriers are responsible for navigating the last stretch of delivery to ensure packages reach their customer’s doorstep. Automation is increasingly assisting these couriers by providing optimized routes, reducing the time spent in transit, and minimizing the environmental impact.

5. How do parcel machines complement last mile couriers?

Parcel machines serve as convenient final destinations, reducing the workload for most last mile couriers by consolidating deliveries at a single location. This not only helps to control costs but also provides customers with greater flexibility in picking up their packages.

6. How do transportation hubs support the last mile logistics process?

Transportation hubs like distribution centers are critical nodes in the logistics process. They facilitate the sorting, routing, and dispatching of parcels to their respective final destinations. Automation at these hubs ensures faster processing and more efficient allocation of resources, enabling couriers to deliver packages effectively.

7. Can automation reduce costs in last mile delivery?

Yes, automation helps companies control costs by minimizing inefficiencies in the logistics process, such as optimizing delivery routes, reducing fuel consumption, and cutting down on manual labor. Automated systems at transportation hubs and during deliveries allow businesses to achieve cost-effective operations.

8. What is the future of last mile logistics?

The future lies in the integration of automated solutions across the logistics process, from transportation hubs to the customer’s doorstep. Technologies like AI, autonomous vehicles, and parcel machines will not only ensure faster and more reliable deliveries but also help control costs and meet growing customer demands for convenience and sustainability.

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Green Last Mile – what is it and how does it affect T&L?

2023-08-04 przez Alsendo

What is the Green Last Mile?

The Green Last Mile is a reference to the Last Mile Delivery, i.e. the final leg of delivery. It is extremely important, as it has the greatest impact on delivery time and the recipient satisfaction. Estimates show that it accounts for approximately 40–45% of operational costs.

With the growing awareness of the need to take care of the natural environment and the resulting changes to laws and standards, the T&L industry is striving to be more eco-friendly. This is because deliveries, both on a global and local scale, generate immense CO2 emissions. The Green Last Mile is an initiative to reduce the impact of deliveries to final recipients.

Sustainable supply chains include better route planning, reducing empty runs, and reducing the use of paper and plastic (e.g. packaging, waybills, documents). However, if logistics is to be more eco-friendly, changes are necessary at the last mile.

The Green Last Mile and eco-logistics – what are the new trends in T&L?

Last year’s Report by Last Mile Experts showed that solving the last mile emissions problem is difficult. The growing popularity of electric vehicles in cities is set to become the dominant trend now. However, fleets will only be replaced gradually due to the high costs involved and the insufficiently robust infrastructure, most importantly the small number of charging stations.

One of the most important issues is optimising deliveries in the B2C channel. The most efficient solution, which is also well-received by customers, is the option to pick up deliveries out of home, i.e. at parcel pickup machines and PUDO (Pick Up Drop Off) points. In addition, carriers are highly likely to warm up to the idea of introducing cargo bikes and micro-hubs, which is already happening in Austria.