Challenges of managing reverse logistics of e-grocery delivery in Finland

Abstract

The quick expansion of online grocery shopping across Finland has reshaped the logistics structure through reverse logistics management, which presents new operational difficulties to companies. The research investigates operational problems that Finnish e-grocery companies face regarding their return management processes to achieve both operational efficiency improvements and enhance customer satisfaction. This research study uses qualitative methods with semi-structured interviews with logistics professionals working for Finland's largest grocery chain retailers. The data analysis method utilized thematic analysis to extract important patterns and themes from the gathered information. The e-grocery sector encounters consumer returns when customers express quality concerns with varied expectations that differ from the product's standard of retailers, and when delivery problems arise. The Finnish retail industry adopted structured hybrid return management approaches, which integrate centralized customer support operations and decentralized store-based return processing. Various substantial challenges in the e-grocery sector remain, such as the risk of maintaining cold chains, together with system fragmentation, excessive labour requirements for staff, and increased delivery expenses derived from third-party logistical providers. The management of e-grocery reverse logistics demands multiple strategic plans that combine operational effectiveness with food protection protocol, together with cost reduction and customer retention systems. The proposed solutions for future success emphasize the integration of advanced technology with trained personnel who deliver customer-oriented return service initiatives. Limitations of the study include the narrow sample size and lack of third-party logistics provider interviews, suggesting areas for further research.