The ‘refund effect’: retaining revenues with better retail returns

Last update: 21.07.2025

In this blog:

1. Intro
2. nShift and DHL - partners for parcels
3. Consumers want choice and convenience
4. Popularity of parcel lockers
5. Connections at the checkout
6. Further reading: nShift & DHL Parcel Locker FAQs

Intro

The last mile delivery of a product's journey has always been a complex puzzle for logistics companies.  Rising consumer expectations in post-purchase experience haven’t made things any easier. 

Today, customers want speed, convenience, and a small carbon footprint, which means traditional delivery methods are being stretched to the limits.

Enter the automated parcel machine (APM). They have gained traction since the early 2000s and is taking off as ecommerce continues to boom and parcel delivery management becomes increasingly influential.

nShift and DHL - partners for parcels

This is certainly the case in Germany, which is one of the most advanced regions in Europe when it comes to the adoption of parcel lockers. Hardly surprising when the inventor of APMs (or Packstations as they are branded) and key nShift partner in the region is a household name in deliveries - DHL.

DHL has around 9,000 Packstations throughout Germany. Indeed, according to market research, 90% of German residents lived within ten minutes of a DHL Packstation. A figure that demonstrates the growing popularity and convenience of out of home (OOH) deliveries, including APMs.

Consumers want choice and convenience

According to recent nShift research, in 2023, the percentage of online shopping baskets being abandoned ​​rose to 70% globally for the first time in a decade. This figure was even higher for ​mobile shopping at 85%. Some 14% of respondents say a lack of convenient delivery choice at checkout is one of their top three reasons for abandoning an online basket. The research also found that having a choice of delivery options, such as collection lockers, is important to almost three quarters (71%) of shoppers.

While home delivery remains the preferred method of choice for consumers receiving their products, the declining home office trend has seen its popularity fall by 10% in Europe within the last year. At the same time, the number of shoppers who want their parcels to be stored for collection in a private, secure location away from the home (22%) or in a DHL Packstation (14%) is growing.

According to Thomas Kempkes, Teamlead P&P Partner Management at DHL, “From cutting cart abandonment and carbon emissions to providing improvements to customer choice and experience, the popularity of out of home deliveries is only going one way. For retailers to keep pace with this trend, it’s vital they integrate options like DHL Packstation into their delivery and returns offering because the shopper sentiment is clear - give consumers the delivery options they want or they’ll go elsewhere.”

Popularity of parcel lockers

Looking at the benefits, it’s easy to see why there is such a groundswell of popularity when it comes to parcel lockers. Benefits include:

• Fewer abandoned purchases - Having the desired delivery method available in the online store not only means satisfied customers, but also more sales
• More turnover - shoppers are more likely to order if they are sure they will receive the goods on first delivery, even if they are not at home
• Lower return rate - if the delivery rate increases, your costs for returns management and reshipment also decrease
• More climate-friendly delivery - by cutting multiple deliveries, parcel lockers can save around 30% of CO2 emissions in the last mile compared to regular doorstep delivery
• Better consumer experience - packages can be delivered, collected and returned around the clock and whenever is convenient for the customer improving the post-purchase experience
• No cost to the consumer - shoppers can access the network of DHL Packstations for free. All the need to do is register

Connections at the checkout

nShift connects retailers to more out of home delivery locations than any other provider to enable the best delivery experience.

Exceptional experience management is built on the world’s largest carrier network. With a ready-made network of 1000+ direct carrier connections, nShift connects retailers with more than a million PUDO locations at checkout.

Further reading: nShift & DHL parcel locker FAQs

How many DHL Packstations currently operate in Germany?

DHL operates approximately 9,000–13,000 Packstations across Germany, with around 90 % of the population living within ten minutes of one.

Why are parcel lockers becoming more popular in Germany?

Parcel lockers offer round‑the‑clock convenience, reduce missed deliveries, cut delivery costs by up to 30 % of CO₂ emissions, and help reduce cart abandonment rates by offering flexible pickup options.

What growth plans does DHL have for parcel lockers in Germany?

DHL aims to double its locker network from ~15,000 to 30,000 machines by 2030. A new subsidiary called DeinFach will install carrier-neutral lockers alongside traditional Packstations.

What is OneStopBox and how is it different from Packstation?

OneStopBox is a new DHL-operated, carrier-neutral locker network allowing multiple carriers to drop off and customers to pick up parcels—complementing but separate from the carrier-specific Packstation network.

Who is Myflexbox and what role do they play in Germany?

Myflexbox is an independent, carrier-agnostic locker provider with over 400 stations in Germany and partnerships with GLS, DHL Express, and others. They plan to scale to thousands by 2030.

How does nShift support parcel locker integration for retailers?

nShift connects retailers with the largest network of PUDO locations at checkout. Their systems link to DHL Packstations, OneStopBox, and Myflexbox, enabling flexible locker drop-off and pickup options.

What benefits do parcel lockers bring for retailers and consumers?

Lockers reduce delivery costs, lower return rates, cut delivery emissions, and boost customer experience by offering flexible pickup and drop-off—resulting in higher conversions and operational savings.

What challenges affect parcel locker expansion in Germany?

Expansion is hindered by bureaucracy, limited space in urban areas, and historically-denied competition due to DHL’s patents—though many patents have now lapsed, unlocking new growth.