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~ Salesupply ~

BENCHMARK:

POST-PURCHASE EXPERIENCE

OF E-COMMERCE TOP 100 IN

GERMANY

Text: Ruud den Rooijen // Photos: Salesupply

• Unconditional free shipping is nearly extinct
• Nearly 90% of top 100 etailers in Germany still offer free e-commerce returns
• Average delivery time in Germany is 2.7 working days
• 31% of top retailers are not available for customer questions on weekends
• Customers wait 2.33 minutes in the telephone queue and 34 hours for an email
response

hese are some of the results of the minimum order value, and 45% generally charge shipping
‘German Post-Purchase Study 2023’, fees.
Tthe complete post-purchase benchmark
of the top 100 largest online stores in Germany. A comparison with 2020 shows that the proportion of
The study, executed by post-purchase software retailers who generally charge their customers shipping costs
provider parcelLab and e-commerce customer has risen sharply — from 36% to 45%. At the same time, the
care and fulfilment specialist Salesupply, tested proportion of retailers that generally deliver free of shipping
the entire post-purchase process of the 100 largest costs has fallen from 14% to 6%. Even Zalando now charges
etailers in Germany: from checkout and shipping €5.90 for shipping if the order value is less than €29.90.
communication all the way to customer service and
returns.

Shipping cost: Sacrificing sacred cows
Fewer and fewer of the 100 largest online retailers in
Germany are offering their customers unconditional free
shipping; only 6% of all major German online retailers still
offer free shipping, regardless of the size of the shopping
basket. 46% of the etailers offer free shipping over a certain

Shipping fees and minimum order value
Almost 60% of retailers charge between €4 and €5.99. The
minimum order value for free shipping, on the other hand,
is set completely differently by the top 100 online retailers.
Just under a third of the retailers draw the line at a minimum

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