Why Retailers Switch Their Shipping Solution

When logistics no longer aligns with the business

And this is precisely where the problem lies for many e-commerce retailers: the shipping solution they started with was good—back then. For the volume, the market, and the processes of that time. But companies grow. Markets change. Customer expectations rise. And suddenly, logistics is holding back what it was supposed to be driving.

“It still works” is not a sign of quality. It’s a warning sign. If a system isn’t replaced simply because the switch seems too costly, the real price has long since become invisible—it manifests itself in missed growth opportunities, poor customer experience, and rising internal costs.

Anyone considering a change in their shipping solution often finds that the problem runs deeper than just the software or a process. It lies with the partner itself—and the fact that it simply cannot keep pace with the next stage of growth.

Source: DHL E-Commerce Trends Report / CEP Research

The most common reasons

Why Retailers Switch Logistics Providers

In practice, retailers rarely switch for just one reason. It’s usually a combination of several factors that tips the scales. Here are the five most common ones.

Growth & Scaling

Shipping volume has doubled. The number of SKUs has grown. There are seasonal peaks, campaigns, and spontaneous promotions. And the logistics partner? They’re still working with the same processes they used when they started.

Growth raises fundamental questions for logistics: Can the system keep up? Is there enough warehouse capacity? Can the IT infrastructure automatically handle higher volumes? Can peak periods like Black Friday or the holiday season be managed without compromising quality?

43% of e-commerce retailers already work with three or more shipping partners at the same time—not least to be able to respond flexibly to capacity bottlenecks. A partner who can’t effectively handle peak periods isn’t a growth partner. They’re a risk.

New Markets & Internationalization

Expanding into international markets—or growing cross-border shipping—is one of the most challenging logistics tasks. It’s not enough to simply change the label. Cross-border logistics requires country-specific expertise, local infrastructure, tailored customs processes, and carrier networks that are actually present in the target market.

This is especially true for merchants exporting to Switzerland or shipping from Switzerland to Europe: Switzerland is not an EU member. Every shipment is cleared through customs. Relying on standard DAP customs clearance creates a negative experience for customers—with unexpected fees at the doorstep and unclear wait times. Commercial customs clearance (DDP) is the gold standard that merchants should demand from their logistics partner.

Change in the Business Model

D2C (Direct-to-Consumer), omnichannel retail, subscription models, marketplace integrations: the e-commerce ecosystem has fundamentally changed. Those who used to deliver goods to retailers now ship individual packages directly to end customers. Those who used to operate an online store now sell simultaneously on three marketplaces and in brick-and-mortar stores.

This complexity poses challenges that traditional fulfillment logic is not designed to handle. Different order sources, varying packaging requirements, channel-specific delivery times, and returns processes—the logistics partner must be able to manage all of this.

Technological Requirements

Modern e-commerce is data-driven. Retailers need to know in real time where shipments are, how much inventory is available, and where bottlenecks are occurring in the supply chain. Those who cannot see this cannot react—and only notice the problems once customers have already complained.

Missing or poorly implemented APIs are one of the most common reasons for switching providers. If order data is still entered manually into a logistics system, if tracking information arrives with a delay of several hours, if there is no real-time dashboard—then technology is not a strength of the partner, but a weakness.

Costs, Performance & Service

Shipping costs are the biggest cost driver in e-commerce: 78% of retailers in the DACH region cite delivery and shipping as the biggest cost factor. Logistics costs can account for over 50% of unit costs—even small price differences have a major impact on margins.

But cost reduction alone is not a reason to switch; a lack of value in return certainly is. When delivery rates drop, SLA options are missing, complaints take a long time to process, and no personal contact person is available, the economic and operational damage has long since outweighed the costs of switching. 95% of retailers cite punctuality as the top selection criterion. Those who consistently fall short of expectations in this area lose customers.

Solution vs. Partner

Why Changing Shipping Solutions Often Leads to Changing Partners

There is a common misconception: that you can switch shipping solutions while keeping the same partner. In theory, this is sometimes true. In practice, it rarely is.

The reason is simple: shipping solutions are not abstract software packages. They are deeply embedded in a partner’s infrastructure, expertise, carrier networks, and process architecture.

Typical scenarios that indicate the problem is structural:

• Domestic logistics only: the partner does not offer international fulfillment structures or carrier networks.
• Limited IT expertise: API requests are put on hold, interfaces are outdated, no API-first approach.
• No modular portfolio: All or nothing—no custom combination of services is possible.
• Reactive service: Issues only come to light when customers complain—not before.
  
  

In these situations, a new software solution is not the answer. Switching partners is the only sensible step.

Learn more about why retailers switch logistics partners and what you need to watch out for in our guide.

Stay or switch?

When it makes sense to stay—and when it doesn’t

Not every instance of dissatisfaction immediately justifies switching partners. It’s worth first assessing whether the partnership can still be put back on track through open communication and joint development. The key question is: Does your partner have temporary weaknesses—or is it structurally reaching its limits?

What Swiss Post International specifically offers for your logistics to Switzerland

If you’re expanding into Switzerland or want to scale your Swiss business, you need more than just a technical shipping solution. What matters is a partner who knows the market, connects key process steps, and doesn’t leave you to fend for yourself operationally.

As Swiss Post International, we support e-commerce merchants with: 

• Local market knowledge as added value: Our expertise in the Swiss market becomes your added value. We help you align your existing processes so that you can best reach Swiss customers—including recipient expectations, delivery logic, and the specifics of cross-border shipping.
• A personal contact person instead of a hotline: You have direct and personal contact with experts who are familiar with your shipping and logistics setup and can assist you with specific questions—from finding the right solution to operational implementation.
• Direct line to the delivery logistics provider: You benefit from short communication channels to the relevant teams—for example, for questions regarding delivery, customs clearance, or operational processes.
• Scalable end-to-end solutions: First mile, customs clearance, and last mile can be integrated into a coordinated setup. This creates an efficient shipping solution that meets your requirements and functions reliably even as shipping volumes increase.
• Customs clearance expertise for Switzerland: We support you with customs clearance for shipments to Switzerland and help make processes more transparent and predictable.
• DDP-capable processes: Customs duties and taxes can be settled in advance. This reduces surprises upon receipt and significantly improves the customer experience.

Decision-making checklist: Stay or switch?

We explain exactly what DDP means and how it differs from DAP in our blog post “Incoterms DDP and DAP Explained Simply”.

The difference between a partner with temporary weaknesses and one with structural limitations is crucial. The former can be addressed; the latter cannot.

This makes the switch not just a reaction to operational problems, but a strategic move: away from a solution that slows your growth—toward a setup that integrates key building blocks for e-commerce in Switzerland.

Next step

From Diagnosis to Decision

This article has shown why retailers switch providers—what warning signs to look for and how to structure the fundamental decision. What it deliberately leaves open: the “how.”

Because once it’s clear that switching is the right move, the truly relevant questions begin: What selection criteria are crucial for my business? How does the switch work operationally without jeopardizing ongoing business? What contract terms should I demand? What specifically do I need to watch out for regarding customs clearance for Switzerland

To learn about the opportunities and unique features the Swiss market offers international retailers, check out our blog post “Tapping into the Swiss Market: Why Complex Niche Markets Are Worth It”.

Bibliography

DHL eCommerce (2025): E-Commerce Trends Report 2025 – Business Edition. 

EHI Retail Institute (2024): Shipping and Returns Management in E-Commerce 2024 – Balancing Costs and Customer Service (DE). 

PVS Europe (2025): E-Commerce Logistics – Common Challenges & Solutions (DE).