DHL eCommerce report finds logistics subscriptions and multi-carrier strategies are key to 2025 Peak Season success

A new report recently issued by DHL eCommerce, a subsidiary of global logistics services provider, Deutsche Post DHL Group, examined how both business-to-business (B2B) and business-to-consumer (B2C) e-commerce shippers are getting ready for peak season, in terms of their key objectives and priorities.

The report, entitled “2025 E-Commerce Trends Report: Business Edit,” was based on feedback from 4,050 B2B and B2C shippers, across various business sizes, including sole trader, micro business, small business, large business, and medium business and business profiles, including drop shipping, wholesaler distributor, maker or manufacturer, and private or white label seller.    

“Despite a challenging landscape shaped by global geopolitical shifts, U.S. online retailers are showing remarkable resilience and innovation this holiday season. Our latest study reveals that businesses are doubling down on what matters most: free delivery, trusted pricing, and AI-driven personalization,” said Scott Ashbaugh, CEO, DHL eCommerce Americas. “It’s clear that agility, customer trust, and smart technology are driving success in today’s dynamic e-commerce environment.”

A key finding in the report focused on how more than half of the report’s respondents, 52%, provide a product subscription service, with 14% offering a delivery and returns subscription, with the report calling the former a go-to strategy for driving repeat revenue and keeping brands top of mind.

Ryan Hunter, Global Chief Commercial Officer for DHL eCommerce, told LM that logistics subscriptions are growing because they remove friction and add value for frequent shoppers, adding that instead of paying per delivery or return, customers can opt for a monthly or annual plan.

“The [report] also notes that delivery and returns can make or break a sale, with four in five shoppers abandoning carts if preferred options aren’t available,” said Hunter. “This makes logistics subscriptions a natural solution to meet expectations and keep customers engaged. This model appeals to convenience-focused shoppers who want speed and flexibility, aligns with the rise of subscription culture in e-commerce (products + services) and for businesses, subscriptions improve cart conversion (11% report this benefit) and strengthen loyalty.”

The report examined how in order to meet expectations, many businesses are diversifying their approach, with 43% partnering with three of more logistics providers for delivery and returns, with that percentage increasing to 57% for large businesses and 43% for wholesale distributors. It also noted that 87% regularly review their delivery and returns offering, with 80% indicating they view switching providers as easy or somewhat easy.

When asked if the level of partnering with multiple logistics partners and frequent reviews was surprising, given logistics’ importance to sales, DHL’s Hunter said it was not, as it reflects how important and competitive logistics has become.

“With 96% saying logistics is key to securing sales, businesses are diversifying risk by using multiple providers (43% globally, 57% large businesses) and optimizing performance through regular reviews,” he explained. “That’s why service quality is one of the most important pillars at DHL Group. Businesses see logistics as a strategic lever, not a fixed cost. They’re willing to adapt quickly to meet customer expectations for speed, reliability, and cost.”

Looking at the difference in return rates, the report showed how, on average, 13% of orders are returned to e-commerce retailers, with that percentage increasing to 16% for B2B retailers.

A key difference between the two, cited by Hunter, is that B2B purchases often involve bulk quantities or specialized products, which increase the chance of mismatched specs or quality issues.

“Business buyers expect precision; any deviation can trigger returns,” said Hunter. “There are operational factors, too. For example, longer supply chains and cross-border shipping raise risks of damage or compliance errors. In contrast, B2C returns are more predictable and often linked to sizing or preference, which retailers can mitigate with better product info.”

Delivery locations, or parcel points, received a fair amount of attention in the report, with 40% of online retailers indicating that the number of out-of-home (OOH) parcel points is considered a key factor when choosing a logistics partner.

Hunter said that OOH delivery is becoming essential because shoppers increasingly demand flexibility and convenience—and want to pick up or return parcels at times and places that suit them.

“It also reduces failed deliveries and supports sustainability by consolidating shipments,” he said. “Henning Gaudszuhn [DHL eCommerce Vice President Out-of-Home & Returns Business] notes, demand for OOH solutions is rising fast, with lockers and parcel shops driving better customer experience. DHL leads this space with over 150,000 access points worldwide, ensuring retailers can meet growing expectations for convenient and eco-friendly delivery options.”