The cost-of-delivery war: why margins are at stake and how collection points can protect them
Competition in eCommerce has never been fiercer. Consumer expectations are growing at the same pace as logistics costs, and margins are beginning to suffer. Against this backdrop, the eCommerce Logistics Study 2025 confirms what many operators already perceive: the cost of delivery has become the main challenge to maintain profitability..
According to Siglo XXI Newspaper78 % of the companies in the sector state that the last mile is the area that most compromises their profitability. Consumers want faster and cheaper deliveries, while costs associated with fuel, staff and returns continue to rise.
In this scenario, the collection points are consolidated as a key lever for balancing efficiency, service and profitability.
Why has delivery become unsustainable for many eCommerce?
Increase in returns, refusals and double delivery attempts
Every failed delivery attempt has a cost: fuel, time and customer service. The returns and order rejections increase the kilometres travelled and resources spent on reverse logistics, which directly erodes the profit margin.
Hidden costs arising from logistical errors and customer care
The last mile does not only consume operational resources; it also involves a high cost of incident management. Delivery errors or retries increase customer service enquiries, reducing the overall efficiency of the process.
Consumer pressure for free or ultra-fast deliveries
Online shoppers have standardised free shipping and 24-hour delivery. But as he warns DeloitteIn the absence of an optimised service strategy, maintaining this level of service can make margins unviableespecially for small and medium-sized eCommerce.
Home delivery vs. collection points: a real-life comparison
Reducing mileage and saving on delivery retries
The collection points drastically reduce the number of kilometres travelled and failed delivery attempts. By consolidating several orders at a single point, the number of trips and the cost per order is reduced.
Fewer incidents and after-sales support calls
A failed delivery can be transformed into a positive experience if the customer is in control. PUDO convenience points allow you to pick up your order when it is most convenient for you, reducing errors and unnecessary contact with customer service.
Improved success rate and route optimisation
According to 360° Logisticsconsumers value the reliability and traceability even more than speed. The collection points make it possible to offer a more controlled and sustainable experience, with success rates close to 100 %.
More information about the Punto Celeritas Network.
Strategies of brands already committed to the hybrid model
Success stories: the standard Puntoscomo option
More and more brands are integrating the hybrid model (home delivery + pick-up points) as part of their omni-channel strategy. Both retail giants and medium-sized operators have found that offering this alternative reduces logistics costs and improves after-sales satisfaction.
How do you communicate the benefit to the end customer?
Companies betting on convenience outlets emphasise the comfort, sustainability and control as the main advantages. Communicating that the customer can pick up their order whenever and wherever they want builds trust and loyalty.
Impact of the hybrid model on margins and satisfaction
By lowering operating costs and improving the experience, the hybrid model not only protects margins, it also increases retention and repurchase.
Find out more about the Celeritas services for eCommerce
How does the Punto Celeritas network contribute to improve logistics profitability?
Point network: lower costs, fewer incidents
The Punto Celeritas network enables eCommerce to manage their deliveries more efficiently. By consolidating volumes and eliminating retries, brands reduce costs and improve their operational profitability, without affecting their level of service.
Iberian coverage and flexibility in formats
With thousands of points spread throughout Spain and Portugal, Celeritas offers a flexible and close networkadapted to the needs of each business and client.
Full traceability and reduced customer service burden
Real-time monitoring systems provide full consignment visibility and reduce the burden on the customer service team, improving overall satisfaction.
Find out more about our solutions for reverse logistics.
Conclusion
The eCommerce Logistics Study 2025 makes it clear that the battle for cost-effectiveness is about redefining the delivery model. The cost war is on, and eCommerce companies that do not adjust their strategy could see their margins compromised.
The points of convenience are positioned as a strategic solution to balance service, sustainability and profitability. At Celeritas, we help companies to implement smart and flexible delivery models that are adapted to actual consumer behaviour.
Find out how our Celeritas Point Network can help you protect your margins. Contact Celeritas to design a tailor-made solution.
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