Les 5 erreurs logistiques les plus fréquentes des e-commerçants (et comment les éviter)
31 October 2025
Gestion des retours et fidélisation client
20 November 2025- 5 minutes
Logistics is a strategic element in e-commerce that must not be overlooked. Between inventory management, order preparation, packaging and shipping, errors can quickly accumulate… and have a direct impact on customer satisfaction.
According to a study conducted in 2024 by Sendcloud, 68% of consumers abandon a brand after a poor delivery experience.
For e-retailers, mastering the supply chain is no longer just an operational challenge: it is a real driver of customer loyalty and growth.
Focus on the five most common logistics mistakes and how to avoid them with the right e-commerce logistics.
This is what makes customised logistics so essential. By adopting tailored logistics solutions, Dokeraa responds to the specific demands of each online retailer and enables their clients to balance operational performance and brand singularity.
This personalised approach is primarily reflected by the range of high value, differentiating services: preparation of orders adapted to the typology of products, custom packaging, dedicted support, integration of marketing elements into shipping, and even embroidery for apparel brands. These tools help brands to reinforce their identity while guaranteeing a polished, consisted and premium customer experience.
Every step of the logistics process has be thought out in order to deliver a unique high-quality customer experience.
Neglecting order picking
Order picking is the heart of the logistics system. This is where everything comes into play: product accuracy, dispatch times, packaging quality. And yet, many e-tailers underestimate it. The result: picking errors, oversights, delays and rising customer complaints.
So it’s important to set up clear, standardized preparation processes, to avoid any errors in order picking.
For this, the use of a WMS to monitor each stage in real time, as well as regular training of teams in the quality and precision of flows, is a real plus.
High-performance e-commerce logistics depends first and foremost on flawless execution. It’s this rigor that underpins a brand’s credibility and reliability.
Underestimating the importance of packaging
Packaging is more than just a container; it’s a real vector of brand image and differentiation. However, many e-tailers still opt for standardized packaging that is inconsistent with their brand universe.
Inadequate packaging can damage product perception, and even customer loyalty. To improve the customer experience, it’s imperative to take a few things into account:
- Create customized packaging in line with the brand’s visual identity.
- Focus on sustainable and responsible materials, in line with the expectations of consumers, who are increasingly turning to green alternatives.
- Add a touch of personalization: printed ribbons, thank-you cards, branded labels, etc.
At Dokeraa, packaging is an integral part of the personalized logistics strategy. Each package becomes an extension of the customer experience and a vector of differentiation.
Not anticipating the management of returns
Product returns also represent a major challenge for successful logistics.
If not anticipated, these reverse flows can quickly disrupt the supply chain and impact customer satisfaction.
To guarantee a successful customer experience, it’s imperative to define a clear and transparent returns policy from the outset, but also to facilitate the returns process: return label included, automated refund, package tracking. In addition, it’s important to exploit data from returns to adjust products and processes.
Efficient e-commerce logistics don’t stop at delivery. It includes smooth, structured returns management, a guarantee of trust and loyalty.
Lack of flexibility and responsiveness
Flexibility is a major asset in logistics. Many e-tailers struggle to absorb peaks in activity (holidays, sales, campaigns) or to adjust their capacities according to volumes.
This lack of flexibility often results in delays, disruptions or additional costs.
By relying on an agile, responsive logistics partner capable of adjusting resources in real time, e-retailers put all the chances on their side to meet demand and guarantee customer satisfaction. Integratingflow-forecasting tools to predict demand can also be a good solution to better anticipate orders. Last but not least, setting up a scalable organization, designed to support growth, is also an asset not to be overlooked.
Logistics flexibility is the key to a seamless customer experience, even in busy periods. It is also a factor of resilience and sustainable performance.
Forget logistics customization
In the age of experiential e-commerce, the absence of personalization is a real handicap. A neutral or impersonal package creates no emotion. Conversely, a package that has been thought through down to the smallest detail, and to which special care has been taken, such as adding embroidery or a personalized message, becomes a brand experience in its own right.
To ensure a successful customer experience, it is important to implement a few simple tips that will really make a difference:
- Integrate personalization at every stage of the logistics chain: preparation, packaging, customer message.
- Collaborate with an expert partner in customized logistics, such as Dokeraa, to create coherence between brand image and customer experience.
- Valuing people and craftsmanship, even in automated processes.
Personalized logistics is not a luxury, but a sustainable differentiation strategy. It fosters loyalty and reinforces brand value.
Towards more strategic and sustainable e-commerce logistics
Today’s successful brands are those that have understood that logistics is more than just delivery: it’s a direct extension of the customer experience.
By combining operational performance, flexibility and personalization, they transform logistics into a genuine lever for differentiation.
Flexible logistics enable us to absorb peaks in activity and reduce lead times, while maintaining impeccable quality.
Personalization, meanwhile, reinforces the perception of value and fosters loyalty: a well-thought-out package, a touch of tailoring or a personalized message can make all the difference.
This sustainable vision of logistics is a winning long-term strategy, measurable through customer satisfaction and brand reputation. In a market where competition is based on experience, investing in personalized, human and responsible logistics becomes a decisive advantage.
At Dokeraa, every partnership is tailor-made to offer e-retailers agile, human and responsible logistics that meet the demands of the market.
