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9 in 10 online merchants say flexibility in delivery options and local assistance provided by courier companies in destination countries are esential for the success in expanding abroad – study

28 mai 2024

International expansion represents a significant opportunity for online stores in Romania, but its success depends on strategic partnerships with logistics service providers, according to a survey conducted by Packeta Romania, a global digital platform for online commerce and a member of the Packeta Group, among its network of over 1,800 online stores and partner sellers.

According to the survey, Romanian online stores consider fast and timely deliveries, mentioned by 29% of respondents, as critical for success in international markets. Competitive prices offered by courier companies, highlighted by 27% of respondents, are also essential, reflecting the need to maintain competitive shipping costs to attract and retain international customers.

Additionally, easy and quick return solutions were indicated by 20% of respondents as vital in ensuring a positive customer experience and building trust in the brand, emphasizing the importance of a courier partner that not only delivers quickly but also efficiently manages the return process.

Personalized logistics consultancy is highly desired by online stores, with 57% of them mentioning the need for this service. This reflects the need for specialized support to optimize logistics processes and adapt them to the specific requirements of each market.

Moreover, flexibility in delivery options is considered important and very important by over 90% of online stores interested in expanding their operations internationally. Diversifying options, such as express or economy delivery, multiple return options, allows online stores to better meet the varied needs of international consumers, thus improving user experience and loyalty.

Local Assistance and Experience in Target Markets
Local assistance provided by courier companies in destination countries is seen as important and very important by over 90% of online stores. A strong local presence facilitates the management of deliveries and returns, contributing to a positive customer experience and efficient logistics.

Furthermore, the experience of courier companies in target markets is considered crucial for the success of international operations, with the majority of respondents indicating this aspect as important and very important. Courier companies with experience in international markets have efficient processes and relationships with local authorities, thus reducing risks and complications associated with expansion. In this context, support in navigating international regulations, including customs rules and local legal requirements, is essential to avoid potential fines and operate efficiently.

Currently, courier companies play a crucial role in the success of online stores expanding into international markets. Over 50% of this process’s success depends on their ability to provide fast deliveries, competitive costs, and personalized logistics support. Close collaboration with experienced logistics partners is crucial to meet the varied demands of consumers and build a solid reputation in new markets”, says Alexandr Jeleascov – Managing Director of Packeta Romania.

Cross-Border Delivery Volume to Double in 2024
Last year, 70% of online stores that used Packeta Romania’s services also opted for expanding deliveries internationally, mainly targeting countries near Romania, the Balkan region, and other European countries with significant Romanian communities. Integrating Packeta Romania’s services with local and international platforms and marketplaces significantly accelerated the process of international delivery expansion for Romanian online stores. The partnerships and good collaboration with over 70 international carriers significantly impacted reducing international delivery times and costs.
Optimizing delivery processes and offering various options, such as pick-up points for sending, picking up or returning parcels, delivery to the customer’s address and delivery in lockers, adapted to individual customer preferences, also contributed to the growth recorded last year.

For 2024, in the cross-border segment, Packeta Romania anticipates a doubling of the delivery volume compared to last year. Furthermore, process optimization and reduction of delivery times, the implementation of artificial intelligence and automation solutions, which can revolutionize logistics processes, and increasing competition in this industry, will favor the expansion of cross-border commerce.


Packeta Romania is a global digital platform for online commerce, a member of the Packeta Group, present on the Romanian market since 2017. The company aims to facilitate the logistic process for sellers and online stores through multiple delivery services, without imposing the place and time of product collection on the end customers. This is possible due to an extensive network of over 15,000 own pick-up points in 4 countries, including over 6,500 Z-BOX lockers and over 140,000 partner pick-up points in Europe.
In 2023, the Packeta Group transported almost 106 million parcels and currently collaborates with over 49,000 online stores and sellers, and the Packeta mobile app has already been downloaded by over 8,000,000 users. Online stores can ship their parcels not only nationally, but also internationally, in all 27 countries of the European Union, plus the United Kingdom, USA, Switzerland, Liechtenstein, United Arab Emirates, Israel and Turkey.

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