
Transforming Challenges into Opportunities: nShift’s Guide to E-Commerce Success in 2025
E-commerce faced significant hurdles in 2024, but these challenges could unlock growth opportunities in 2025. By addressing logistical bottlenecks, particularly in delivery processes, brands can cut costs, minimize risks, foster customer loyalty, and boost revenue.
“Brands, retailers, and warehouses often see the delivery process as a series of logistical challenges,” said Johan Hellman, Vice President of Product and Carrier at nShift. “But when executed well, this process transforms into a growth engine—building loyalty, unlocking savings, and increasing revenue.”
Hellman emphasized the importance of delivery excellence: “When deliveries go awry, customers are likely to abandon the brand. However, when the experience exceeds expectations, it becomes a powerful referral tool.”
Here are five key strategies for turning logistical challenges into e-commerce success:
1) Preparing for High-Season Surges
2024 Challenge: Businesses faced up to a 50% surge in delivery demands during the “golden quarter,” putting immense pressure on their ability to meet delivery promises.
2025 Opportunity: Retailers can expand their carrier networks and offer diverse delivery options at checkout to handle peak demand. This not only alleviates pressure but also boosts cart conversion rates by up to 20%.
2) Managing Returns: The Silent Profit Killer
2024 Challenge: High return rates posed profitability challenges. Without a clear return policy, customers hesitated to purchase, yet handling returns incurred significant costs.
2025 Opportunity: A flexible digital return policy can turn a cost center into a revenue opportunity. For instance, charging for online returns while offering free in-store returns drives foot traffic to physical stores, enhancing customer engagement and increasing sales opportunities.
3) Meeting Sustainability Demands
2024 Challenge: Shoppers increasingly demanded eco-friendly options, prioritizing businesses that aligned with their environmental values.
2025 Opportunity: Brands can integrate low-carbon delivery options and actively track and report last-mile emissions. By transparently showcasing sustainability efforts, businesses can strengthen customer trust and loyalty while appealing to eco-conscious consumers.
4) Catering to Gen Z Shoppers
2024 Challenge: With Generation Z’s spending power projected to reach $12 trillion by 2030, their demand for personalized, flexible shopping experiences continued to grow.
2025 Opportunity: By focusing on alternative delivery methods, such as PUDO (pick-up/drop-off) lockers, brands can cater to Gen Z’s lifestyle preferences. Flexible delivery options allow all consumers to shop and receive goods on their terms, creating a seamless, “one-stop retail” experience.
5) Reducing Customer Complaints
2024 Challenge: Brands spent countless hours addressing WISMO (“where is my order”) inquiries, consuming valuable resources.
2025 Opportunity: Implementing reliable order-tracking systems with proactive customer updates can reduce WISMO calls by 60%. Additionally, delivery-related communications—more likely to be opened than generic promotional emails—present a unique opportunity for targeted product promotions.
The Future of Delivery Excellence with nShift
To help retailers and e-commerce companies thrive in 2025, nShift has launched an information hub focused on achieving delivery success.
With a network of over 1,000 carriers, nShift’s delivery and experience management platform offers seamless end-to-end solutions, from checkout to returns. The platform integrates delivery management tools with customer-facing applications, unifying data into actionable insights and optimizing processes.
About nShift:
nShift is a global leader in delivery and experience management, driving e-commerce success through innovation and the world’s largest carrier network. Its solutions empower brands to improve the customer experience, foster loyalty, and optimize operations. Delivery becomes a vital connection between brands and their customers with nShift’s cutting-edge tools.
For more information, visit nshift.com.