The way people shop online is changing. Consumers, especially younger ones, care about more than just efficiency. They want ethical and sustainable practices. This includes returns. A report by Packlink, “Perspectives on E-commerce for 2025,” shows that consumers expect simplicity and transparency in the return process. They also care about social and environmental responsibility. Making returns easy and sustainable can turn a frustrating experience into a chance to build trust with customers.
Consumers are becoming more sensitive to ethics and the environment
A significant trend is emerging in the market. 58% of Spanish consumers consider a brand’s commitment to sustainability and ethical practices crucial when deciding where to shop online. This trend is seen across Europe, with 48% of Gen Z and 49% of Millennials weighing these factors heavily in their purchasing decisions. Even older generations, like Gen X and Baby Boomers, value sustainable practices, with 51% supporting local and second-hand options.
Consumers also prefer eco-friendly delivery options. Packlink’s study shows that offering sustainable delivery options encourages more people to buy online. 19% of Gen Z, 18% of Millennials, 21% of Gen X, and 20% of Baby Boomers are more likely to shop from a brand that offers environmentally friendly shipping.
The way companies handle returns is no longer just about operations. It’s a strategic factor that affects customer experience, reputation, and loyalty. A transparent return process improves customer satisfaction and shows a brand’s commitment to ethics and sustainability. Noelia Lázaro, Packlink’s marketing director, says, “We’re committed to providing innovative solutions that simplify returns for online sellers while supporting sustainable practices. This focus on ethics and the environment is no longer an option – it’s a necessity to meet the growing expectations of conscious consumers.”
Packlink’s report highlights the importance of offering simple, comfortable, and sustainable returns. This can transform a potential frustration into a valuable opportunity to strengthen customer relationships and build trust in the brand. As consumers become more aware of social and environmental issues, companies must adapt to meet their expectations.