Read this presentation and discover everything you need to know about ecommerce logistics when selling cross-border. Lengow provides you with trends and facts about both delivery and returns when selling cross-border on the European market.

1. Online Cross-border Sales in
Europe
Why is the issue of logistics so important?

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The issue of logistics is key element to selling cross-border,
because it helps to removes several challenges.
Why is the issue of logistics so important?
The importance of delivery - When a retailer sells products abroad,
delivery is a key aspect… but also a complex one.
Customer experience - You should do as much as possible to maximise
customer satisfaction and generate confidence in your brand.
Competitive Advantage - A well thought-out and well-managed logistics
plan can increase a retailers’ competitive advantage.

3. Why?
This lets them control and
monitor all logistical elements, be
it order management or financial
aspects.
There are several ways retailers can
dispatch products.
Transport Networks
Some larger firms have created
their own delivery stucture.
For example: using large logistics
firms such as Fedex which can
transport products all over the
world, or using smaller, national
postal services.

4. Delivery methods
Delivery is a prominent issue for retailers, because it has a significant
effect on customer satisfaction.
Delivery gives retailers the chance to differentiate themelves,
improve conversion rates and generate customer loyalty.
of consumers would
like delivery options
to be more visible
(on the product page
for example).
of consumers would
choose to buy from
one shop over another
depending on
delivery options.
of people surveryed
said that they would
be willing to spend
more to receive a more
pratical and efficient
delivery service in return
66% 49% 83%

5. Click & Collect Designated
Delivery Points
(Point Relais)
Locker Office
National preferences
In Europe, as a general rule, online shoppers prefer home delivery.
However, there are certain national preferences. Retailers should take
these preferences into account.

6. What do the key players invest in?
One-day delivery is expected, especially in more mature markets.
Today, daytime delivery is usually only available via a premium account, but
some key players are investing more money so that they can deploy this
option to everyone.
This delivery method is still relatively complicated, and is not accessible to
everyone, because to offer/benefit from one-day delivery, retailers have to
have stock close to the client in question.

7. Although it seems like a minor detail, packaging plays a
role in logistics.
The importance of packaging
Dimensions and weight have to be taken into account, so that delivery
costs are not too high for retailer nor customer.
The challenge is therefore lies in optimising packaging
so that it is not too big or heavy.

8. Returns & Reimbursements
76% of consumers read up
on return policy before
completing a purchase.
Another important criterion is the
delivery country’s particular
legislation.
Customer protection laws are not
the same in all countries.
Therefore, retailers should adapt their
returns and reimbursement policy
to suit the country in question.
In a few figures…
51% of them will not order
something if the return policy is
too confusing.

9. How can you avoid returns?
Inform consumers in a clear and detailed
manner.
This means reading up on potential issues
concerning translation, location and
catalogue management : logistics have to
be integrated into a retailer’s global
strategy.
Returns & Reimbursements

10. Customs affect all international
deliveries with a monetary value.
Duty prices are fixed locally.
Make sure to anticipate customs
beforehand: if there are
supplementary delivery costs,
customer experience will suffer.
Best Practices :
- Add relevant documents
- Make sure you know the entry
restrictions for certain types of
product (such as food)
- Identify the product type and their
values
Risks
- Your merchandise may be
confiscated
- Heavy fines
Customs & Restrictions

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- Find a good trade-off between delivery time and delivery cost.
- Identify where and how products will be delivered.
- Know which delivery methods are available in each country.
- Take local consumer preferences into account.
- Ensure your chosen option is reliable.
Logistical factors to take into consideration:
What can be done to ensure successful logistics?

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Discover our whitepaper
To know more about
selling cross-border in
Europe and the
accompanying
challenges, download
our whitepaper!

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