ECC-Net’s Concerns and Proposals for Enhanced Parcel Delivery Standards

Delivery issues 

Parcel delivery issues remain a persistent challenge in the e-commerce sector, impacting consumer satisfaction and trust. ECC-Net consistently receives complaints from consumers across Europe, highlighting several recurring issues:

• Non-delivery despite tracking
• Delivery without required signatures 
• Incorrect or damaged deliveries 
• Request from sellers for police reports 

Returning issues

While consumers in the EU have the right to withdraw from contracts and return goods within a set cooling-off period when shopping online, several persistent challenges affect parcel returns from a consumer perspective:

• Delayed refunds
• Non-acceptance of returns
• Risks associated with return shipping responsibility
• Complex return procedures
• Unjustified costs associated with returns
• Mistaken returns
• Non-compliance by sellers with legal guarantees for repairs

Recommendations by ECC-Net

These challenges underscore the need for improved accountability and enforcement of consumer protection measures within the sector. To enhance parcel delivery in e-commerce and better protect consumers, ECC-Net proposes the following recommendations:

• Proof of delivery
  Mandate delivery companies to obtain proof of delivery, such as a signature or photographic evidence, ensuring packages are securely received and confirming receipt by the intended recipient.
• Secure delivery options
  Implement lockboxes, parcel lockers, or designated collection points to prevent unattended deliveries, thereby enhancing security and reducing the risk of theft or damage.
• Standardised return procedures
  Establish uniform return procedures across the EU to eliminate confusion and ensure fair treatment for consumers returning goods, facilitating smoother transactions and quicker resolutions.
• Consumer rights awareness
  Require clear and accessible information on consumer rights regarding delivery and returns on e-commerce platforms and seller websites, empowering consumers to make informed decisions and assert their rights confidently.
• Enhanced enforcement mechanisms
  Strengthen enforcement of delivery standards by conducting regular audits of delivery companies, imposing penalties for non-compliance, and establishing a dedicated body to handle cross-border delivery disputes, ensuring consistent adherence to consumer protection laws.
• Advanced tracking systems
  Mandate the use of advanced parcel tracking systems by delivery companies to provide real-time updates on the status and location of parcels, enabling consumers to monitor deliveries closely and anticipate their arrival.
• Insurance coverage
  Ensure adequate insurance coverage for high-value items during transit, providing consumers with financial protection in case of loss or damage to their parcels, particularly under cooling-off periods and return procedures.
• Support for vulnerable consumers
  Implement tailored support measures for vulnerable consumer groups, such as the elderly or those with disabilities, to ensure they can receive parcels safely and easily, including assistance with accessing secure delivery options or understanding their rights under EU consumer laws.

These recommendations aim to address current shortcomings in parcel delivery within the e-commerce sector, enhancing consumer confidence and satisfaction in e-commerce, promoting a more reliable and transparent delivery process across the European Union.

Want to know more? 

Additional information is available in our latest position paper: Parcel Delivery Issues Met by ECC-Net in the E-commerce Sector.