Published: September 15, 2025 | Last updated: September 15, 2025
In 2025, the quality of customer service logistics in e-commerce becomes just as important as product price. Delivery time, transparency of the purchasing process, and effective returns determine customer purchasing decisions and brand loyalty.
Polish online stores are growing dynamically—both domestically and abroad. The August Base Index showed that e-sales increased by 9.8% year-over-year, reaching a record level. Even more importantly: as much as 15.7% of this growth came from foreign (cross-border) sales. In a world where most stores compete with marketing tools and prices, it's logistics that emerges as the key differentiator for market leaders.
In this article, we’ll show how logistics optimization in e-commerce not only speeds up order fulfillment but also improves conversion and customer retention. We'll discuss current trends, proven strategies from international markets, and tools that help small and medium sellers compete with large players.
Table of Contents
- Why has logistics gained strategic importance in e-commerce?
- Cross-border e-commerce: can logistics be your export edge?
- Trends 2025: How logistics influences purchasing decisions?
- Effective logistics strategies for e-shops (domestic and cross-border)
- Modern technologies supporting e-commerce logistics
- Convenient payment handling? Check out payment solutions from Przelewy24
- FAQ – most frequently asked questions about logistics in e-commerce
- E-commerce logistics: Key takeaways in a nutshell
- Logistics = competitive advantage: Shorter delivery times and a simple return process have a real impact on consumer choices.
- Cross-border is gaining strength: 15.7% foreign sales growth (y/y) shows that expanding beyond Poland pays off.
- "Kids" category leads growth: The back-to-school season drove growth, confirming the importance of seasonality and logistics flexibility.
- Automation and integration: Modern logistics isn’t just about fast shipping, but full automation—from labels to return handling.
Why has logistics gained strategic importance in e-commerce?
A few years ago, e-commerce was primarily a battle for the lowest price. Today, as Michał Staręga, CEO of Paxy, points out, logistics will determine the future market leaders. What does that mean in practice?
Shoppers expect not only fast but transparent and seamless delivery. Advanced logistics services now go beyond just courier services, encompassing:
- Pickup from the seller's warehouse
- Creation and printing of courier end-labels
- Integration with popular marketplaces (e.g., Allegro, Amazon, eBay)
- Handling of returns and complaints (also internationally)
Companies that shorten delivery time and simplify the purchase and return process outperform competitors—regardless of price.
Cross-border e-commerce: can logistics be your export edge?
In August 2025, the share of foreign sales in Polish e-commerce reached 18.65%. Data from the Base Index confirms – e-sellers know how to compete for customers abroad.
But exporting isn’t all benefits. There are challenges too:
- Language support and localizing the store
- Different customer expectations for delivery and returns
- Cross-border logistics, delivery time and cost
Logistics in cross-border sales is the key factor in your success. A customer from Belgium or the Czech Republic won’t be happy if a shipment arrives after 10 days without any tracking. Partnering with international logistics providers, such as DPD, GLS, DHL, or UPS, can help you gain an edge.
Good to know:
According to the eCommerce Europe report (2024), 59% of consumers abandon checkout due to high shipping costs, and 44% — due to long delivery times.
Trends 2025: How logistics influences purchasing decisions?
We’re seeing a shift in consumer priorities. Customers expect:
- Same-day or next-day delivery options
- Easy and free return options
- Transparent shipment tracking
- Delivery to parcel lockers, pickup points, or workplaces
Customer behavior analysis shows that price is no longer the main factor. Shoppers increasingly choose more expensive but faster and more convenient delivery.
Effective logistics strategies for e-shops (domestic and cross-border)
How to adapt your logistics strategy to benefit from trends?
1. Logistics outsourcing (fulfillment)
For many SMEs, outsourcing logistics to fulfillment providers (e.g., OEX Fulfilio, Arvato, InPost Fulfillment) gives access to a flexible system and fast order processing without owning warehouses.
2. Process automation
- Integrating your e-shop with ERP, CRM systems, and logistics platforms
- Automatic generation of labels and tracking numbers
- Monitoring NPS, delivery times, and complaint effectiveness
3. Diversified delivery options
Ensure your customers can choose from:
• Delivery to parcel lockers
• Economy/premium courier
• Pickup points (Żabka, Post Office, RUCH kiosks)
The more options, the higher the conversion rate.
4. Returns as an advantage
A simple, automated, free return system is the #1 purchasing factor in 2025. Consider implementing tools like Happy Returns, Returnista, or one-click return integrations (e.g., via SendCloud).
Modern technologies supporting e-commerce logistics
Modern logistics is based on data and automation. Here are the technologies that are changing the game:
- AI and machine learning: demand prediction, route optimization
- WMS (Warehouse Management System): real-time inventory management
- Logistics SaaS: apps supporting packaging, shipping, and returns
- IoT: tracking shipments through sensors and GPS
Convenient payment handling? Check out payment solutions from Przelewy24
Effective logistics is not all. Flexible payment methods are equally key. With Przelewy24 solutions, you can offer your customers secure, fast, and diverse payment options – from BLIK to 0% installment plans.
FAQ – most frequently asked questions about logistics in e-commerce
1. What most influences a purchasing decision in an e-shop?
Currently, the key factors are: order fulfillment time, cost and convenience of delivery, and return policy.
2. Is it worth investing in fulfillment?
For SMEs – yes, if you aim to scale without investing in warehouses. Outsourcing gives access to modern technologies and lower unit operational costs.
3. How can I speed up product returns from customers?
Automated return systems, pre-generated labels, and simple online forms eliminate friction. Consumers expect a clear and fast return process.
4. Which delivery option increases conversion?
Delivery to parcel lockers and pickup points – especially in Poland – are among the most preferred, especially during customers’ working hours.
5. Does logistics impact SEO?
Not directly, but user experience (UX) – like delivery time info on product pages – helps optimize conversions, which affects overall SEO performance.
E-commerce logistics: Key takeaways in a nutshell
2025 confirms: logistics is the new battleground for customers in e-commerce. Delivery time, delivery options, and the quality of logistics service have a greater impact on sales than price alone.
Strategic investment in logistics, automation, and efficient partners—especially in cross-border markets—is becoming essential. A well-designed logistics service bundle, flexible delivery forms, and a simple return system are more valuable than discounts.
Don't wait until the last minute — start improving your store’s logistics today.
Convenient payment methods for your customers are a gateway to business growth.
Sources:
- Base Index – data for August 2025
- Dun & Bradstreet, CEP market report
- eCommerce Europe 2024 Survey Report
- Expert interviews (Michał Staręga, CEO of Paxy)
- Przelewy24 platform – www.przelewy24.pl
