E-COMMERCE PACKAGING: A CASE STUDY OF A HOME DECOR RETAILER

Abstract

The study addresses a case study to find a solution to the problem of poorly packaged goods in a decoration store in the interior of São Paulo, which impacted product quality and customer satisfaction. The objective was to develop an efficient packaging process for fragile items sold via e-commerce, thus ensuring the integrity of the products during transportation. In addition to the case study, a literature review was carried out that culminated in the application of tests on various forms of packaging, including analyses of various materials and protection techniques. The results showed that the first methods, using bubble wrap and paper, did not prevent damage to the products over long distances. The successful solution found was the one that replicated the model used by the supplier of the products sold, which uses thicker paper to individually wrap each product, which eliminated product damage when they are shipped to different states in the Federation. It was concluded that choosing appropriate packaging materials and techniques are essential to reduce return costs and improve the customer experience, promoting greater logistical efficiency and increasing the competitiveness of the company studied in e-commerce.