Report issuer and scope

The study was published by DHL eCommerce, a subsidiary of Deutsche Post DHL Group, examining how B2B and B2C e-commerce shippers are preparing for the 2025 peak season. Titled "2025 E-Commerce Trends Report: Business Edit," the research draws on responses from 4,050 shippers across a range of business sizes and operating models.

The survey sample included a broad mix of company types and profiles to reflect diverse industry needs.

• Sized businesses: sole trader, micro business, small business, medium business, large business
• Business profiles: dropshipping, wholesaler/distributor, maker or manufacturer, private/white-label seller

Leadership view on retailer priorities

Scott Ashbaugh, CEO of DHL eCommerce Americas, said the findings show U.S. online retailers remain resilient and innovative despite global geopolitical headwinds. He highlighted three priorities businesses are focusing on for holiday success: free delivery, trusted pricing, and AI-driven personalization. Ashbaugh emphasized that agility, customer trust and smart technology are central to performance in today’s e-commerce environment.

Subscriptions emerging as a core revenue strategy

The report found that more than half of respondents, 52%, now offer a product subscription service, while 14% provide a delivery-and-returns subscription. DHL eCommerce describes product subscriptions as a go-to tactic to drive repeat purchases and keep brands prominent with frequent buyers.

Ryan Hunter, Global Chief Commercial Officer for DHL eCommerce, told LM that logistics subscriptions are gaining traction because they reduce friction and add value for habitual shoppers; instead of paying per delivery or return, customers can opt into monthly or annual plans. He noted that four in five shoppers will abandon a cart if their preferred delivery or returns options aren’t available, making subscription models a logical way to meet expectations.

Hunter also pointed to measurable business benefits: subscriptions can improve cart conversion—11% of respondents reported this effect—and help strengthen customer loyalty.

Multi-carrier partnerships and regular reviews

To meet customer expectations and manage risk, many businesses are working with multiple logistics providers. Globally, 43% of retailers partner with three or more carriers for delivery and returns; that share rises to 57% among large businesses and is 43% for wholesale distributors.

The report further shows that 87% of companies regularly review their delivery and returns offering, and 80% say switching providers is easy or somewhat easy. Hunter said these patterns are not surprising: logistics has grown both in importance and competitiveness, with 96% of respondents calling logistics key to securing sales.

He added that companies are treating logistics as a strategic lever rather than a fixed cost, diversifying provider relationships and optimizing performance through continuous review. DHL Group places service quality among its central priorities to support these needs.

Return rates and causes across B2B and B2C

On average, 13% of e-commerce orders are returned, rising to 16% for B2B transactions. Hunter explained that higher B2B return rates often reflect bulk orders or specialized products, which increase the risk of mismatched specifications or quality issues.

He also pointed to operational drivers such as extended supply chains and cross-border shipments, which raise the likelihood of damage or compliance errors. In contrast, B2C returns tend to be driven by sizing or preference and can be mitigated with clearer product information.

Out-of-home parcel points and customer convenience

The number of out-of-home (OOH) parcel points is a significant selection factor when retailers choose a logistics partner: 40% of online retailers cited the availability of parcel lockers and shops as an important consideration.

Hunter said OOH solutions are increasingly essential as shoppers demand flexibility in when and where they pick up or return parcels. He noted additional benefits including fewer failed deliveries and improved sustainability through consolidated shipments.

Henning Gaudszuhn, Vice President Out-of-Home & Returns Business at DHL eCommerce, observed rapid growth in demand for lockers and parcel shops as they improve the customer experience. DHL reports more than 150,000 access points worldwide, positioning the company to meet the rising expectation for convenient, eco-friendly delivery options.