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1、EUROPEANE-COMMERCEREPORT2022Executed by:LIGHT VERSIONEUROPE E-COMMERCE REPORT 2022 INTRODUCTION2A word from Ecommerce EuropeAs the European digital commerce association,Ecommerce Europe would like to thank the Centre for Market Insights of the Amsterdam University of Applied Sciences for preparing t

2、his report.In the past two years,retailers have gained a lot of experience in digitalization.This acceleration was significantly pushed by the Covid-19 pandemic,during which e-commerce and retail played an essential role for both the economy and society.These developments are reflected in this years

3、 findings,which show that in 2021,total European e-commerce grew to 718bn with a growth rate of 13%.This is up from 633bn in 2020.In 2022,growth rates are forecast to continue their upward trend.However,we can notice that the growth is slightly stabilising,with an expected growth rate of 11%and a tu

4、rnover of 797bn.While it seems that we are slowly leaving behind the pandemic after more than two years,more recently,Europe has unfortunately become the stage of a major conflict.The war in Ukraine and the horrible consequences for the people of Ukraine have exposed the vulnerability of peace in Eu

5、rope,but at the same time also demonstrated that Europeans were ready to help each other in times of need.While the safety of the Ukrainian people is the highest priority,the repercussions of the war can be felt across the whole continent.Although difficult to predict its long-term consequences at t

6、his stage,the war in Ukraine already has a major impact on European and global markets.The conflict has significantly exacerbated inflation and increased energy prices,impacting consumers purchasing power and confidence,as well as disrupting global supply chains that were already weakened by the pan

7、demic.At the same time,in parallel to the digitalization of businesses,European policymakers are continuing their course to update EU legislation to the current digital reality.In the first half of 2022,this meant the finalization of two major digital files,the Digital Services Act and the Digital M

8、arkets Act.Given the increased importance of online marketplaces in the e-commerce ecosystem,these rules will significantly impact the sector,helping reduce illegal content online and make the internet safer and more transparent,but also leading to considerable implementation challenges.At the same

9、time,the European Union is intensifying its efforts to make the economy more sustainable and has published extensive new legislative proposals covering all aspects of products and services placed on the EU market.These proposals cover a wide range of issues,from greening retail value chains to impro

10、ving the circularity of products.Additionally,they also tackle quantifying the impact of products and activities on the environment,and how it is presented to European consumers.With its extensive work on digitalization and sustainability,the EU has the power to considerably influence the transition

11、 to a more digital and circular economy.However,to meet its objective,it needs to align with the ambition of businesses and address existing barriers and boost solutions that already exist and work today.Ecommerce Europe:The European Digital Commerce Association Ecommerce Europe represents,through i

12、ts national associations,more than 150,000 companies selling goods and services online to consumers in Europe.Ecommerce Europe acts at European level to help legislators create a better framework for online merchants,so that their sales can grow further.We are the European platform for digital comme

13、rce,where national associations,company members and business partners can network and share best practices,exchange information and knowledge on issues concerning their business.Ecommerce Europes Public Affairs ActivitiesEcommerce Europe represents the interests of the digital commerce sector toward

14、s European legislators.Our advocacy activities focus on the following main pillars:Digital Regulations Digital Transactions and Innovation Logistics Taxation Sustainability Platforms Trust(Ecommerce Trustmark)These pillars are structured into Working Committees that are managed by the Brussels Secre

15、tariat.Members of Ecommerce Europe can participate in the committees to discuss and contribute to the development of the positions of the association on a wide range of topics.These meetings are also the occasion to get informed,share best practices and discuss obstacles merchants face in their dail

16、y operations.Ecommerce Europe translates the outcome of the Working Committees into policy recommendations for legislators on how to make it easier for merchants to sell to their customers,especially cross-border.At the same time,we provide practical and useful information to our members on relevant

17、 developments at EU level.Luca CassettiSecretary GeneralIf you would like to get involved with Ecommerce Europe or one of our national associations,please visit our website www.ecommerce-europe.eu or send us an e-mail at infoecommerce-europe.eu.EUROPE E-COMMERCE REPORT 2022 INTRODUCTION3A word from

18、EuroCommerceEuroCommerce,the European voice of the retail and wholesale sector,is proud again this year to support the European E-commerce Regional Report.Our sector is an essentialecosystem ensuring access to essential services and productsevery day,the largest private sector employer in Europe,pro

19、viding 26 million jobs,and playing a key role in the life oflocal communities.Our sector is undergoing a fundamentaltransformation-to become more digital,more sustainableand to train its staff and attract new talent.We estimate thatbusinesses will have to nearly double their current investmentby 203

20、0 to equip the sector with the means to achieve thistransformation successfully.The shocking invasion of Ukraine is fueling further uncertainty and volatility,with a direct impact on our sector,facing even higher energy costs,high inflation,supply chain disruption and the growing risk of protectioni

21、sm.Managing this crisis inevitably affects the sectors ability to significantly invest and we are asking European governments to prioritize retail and wholesale as an essential contributor to the European economy and a lynchpin of local communities.The Covid-19 pandemic acted as an accelerator for o

22、nline sales,as e-commerce quickly responded to the challenges of the Covid pandemic by ensuring continued access to producers and services to consumers.2021 saw e-commerce sales continuing to grow,albeit at a slower pace as Covid restrictions loosened up.But consumers,many of who had not gone online

23、 before,have seen the utility and convenience of e-commerce,and preliminary results from a study currently being conducted for us expect online sales to make up an average of 30%of retail turnover by 2030.The consumer journey has completely changed:our customers expect to be able to use various comb

24、inations of online and offline interaction.Retailers will have no choice but to invest in making their offering a seamless experience.E-commerce has increased competition and fragmentation inonline offerings,with new models such as quick commerce.Nevertheless,we expect physical stores to continue to

25、 playa major,but somewhat different role,offering experiencesand expert advice.With retail and wholesale an importantlynchpin of the European economy,we are calling on nationalgovernments and European policymakers to make digitalization a major priority for the recovery of our sector and the economy

26、as a whole.Having a digital presence is becoming a matter of survival for many companies.Prior to the pandemic,70%of retailers,especially micro businesses,had no e-commerce offering or online presence.Supporting SME digitalization will require dedicated support,technical advice and awareness of the

27、various tools to facilitate such an online presence without the need to invest in an elaborate operation.Over the past year,we have seen the European Union embracing the digital agenda and proposing legislation now covered by updated competition rules,the Digital Services Act and the Digital Market

28、act;and legislators are now negotiating rules covering data,cybersecurity and micro-chips.This will require e-commerce players to adapt some of their business models,and EuroCommerce will be monitoring the implementationand enforcement of these rules carefully to ensure thatEurope provides an enviro

29、nment conducive to innovation whileensuring fair competition and appropriate levels of consumerprotection.The pandemic further accelerated pressure for changes in the traditional physical store and we are seeing significant levels of vacant premises throughout Europe.We will be calling on government

30、s and the European Union to launch a program to facilitate a dialogue and exchange of good practices in securing the future of town centers and rural communities,and the role of stores in achieving this.Christel DelbergheDirector-GeneralIf you would like to get involved with EuroCommerce,please visi

31、t our website www.eurocommerce.eu or send us an e-mail at bastingseurocommerce.eu.EuroCommerce:The Voice of European Retail and Wholesale EuroCommerce is the principal European organization representing the retail and wholesale sector.It embraces national associations in 27 countries and 5 million c

32、ompanies,including leading global players and many small businesses.Over a billion times a day,retailers and wholesalers distribute goods and provide an essential service to millions of business and individual customers.The sector generates 1 in 7 jobs,offering a varied career to 26 million European

33、s,many of them young people.It also supports millions of further jobs throughout the supply chain,from small local suppliers to international businesses.EuroCommerce is the recognized European social partner for the retail and wholesale sector.Finally,as Europes largest employer,we have embarked on

34、the process of creating a Pact for Skills for our sector which we aim to finalize before the end of the year.Our objective is to showcase the important investments our sector makes in growing our employees skills and to highlight the need to attract new talent and skills to help achieve the digital

35、and sustainability transformation of our sector.EUROPE E-COMMERCE REPORT 2022 CONTENTS4Contents05 Europe Market Overview07 Europe E-Commerce Overview13 EU-27 E-Commerce Overview17 WESTERN EUROPE18 Belgium19 Interview:Greet Dekocker,SafeShops20Interview:SofieGeeroms,BeCommerce22 France23 Interview:Ma

36、rc Lolivier,FEVAD26 Germany27Interview:MartinGro-Albenhausen,BEVH29 Ireland30 Interview:JamesByrneandDuncanGraham,Retail Excellence33Interview:DavidCampbell,DigitalBusinessIreland36 Luxembourg37 Netherlands38Interview:MarlenetenHam,Thuiswinkel.org40 United Kingdom41 NORTHERN EUROPE42 Denmark43 Inter

37、view:Niels Ralund,Dansk Erhverv45 Estonia46Interview:TnuVt,Estoniane-commerceAssociation47 Finland48 Interview:Ilari Kallio,Kaupan litto50 Iceland51 Latvia52 Interview:Edgars Pentjuss,Latvian E-Shop Association53 Lithuania54 Norway55Interview:GerhardAnthun,Virkee-Handel57 Sweden58Interview:PerLjungb

38、erg,SvenskDigitalHandel59 CENTRAL EUROPE60 Austria61Interview:RainerWill,Handelsverband63 Czechia64 Interview:Jan Vetyka,APEK66 Hungary67 Interview:Norbert Madar,GKI Digital69 Poland70Interview:PatrycjaSass-Staniszewska,EIZBA73 Slovak Republic74 Slovenia75 Switzerland76Interview:PatrickKessler,HANDE

39、LSVERBAND.swiss77 EASTERN EUROPE78 Albania79 Bosnia&Herzegovina80 Bulgaria81 Interview:JanetNaidenova,BulgarianE-commerceAssociation83 Croatia84 Montenegro85 North Macedonia86 Interview:Nina Angelovska,Macedonian Ecommerce Association88 Romania89 Interview:Florinel Chis,ARMO91 Serbia92 Ukraine93 SOU

40、THERN EUROPE94 Cyprus95 Greece96 Italy97 Interview:Roberto Liscia,Netcomm99 Malta100 Interview:DeniseBorda,MaltaCommunicationsAuthority(MCA)101 Portugal102 Spain103 Methodology&Sources104 About Us&Thanks105 Copyright5GDP(bn)SOURCE:IMFGross Domestic Product(GDP)in bnEUROPE E-COMMERCE REPORT 2022 MARK

41、ET OVERVIEW EUROPE Market overview:EuropePopulation of EuropeSOURCE:WORLD BANKYear by year population in millionsInternet usersSOURCE:EUROSTAT;STATISTAPercentage of the population accessing the internetThe European continent is home to diverse markets,and particularly intricate digital markets.Altho

42、ugh the share of the populations accessing the internet and shopping online continue to grow,SMEs selling online continue to lag behind in their use of digital tools.Despite the expectation that e-commerce would slow significantly after the Covid-19 pandemic lockdowns were lifted,many countries saw

43、their online purchasing remain stable.201720182019202020212022(F)*17,48716,42317,64817,69218,33621,346201720182019202020212022(F)588.8589.8590.2591.0590.8590.7201720182019202020212022(F)84%85%87%89%89%91%Europes E-commerce Regions n Western Europen Central Europen Northern Europen Eastern Europen So

44、uthern Europe*GDP projection is at current prices in bn USD and was converted into EUR in APR 2022;data includes projected inflation for 35 countries in the dataset(5.5%in advanced and 9.1%in emerging economies).Amsterdam University of Applied Sciences Centre for Market Insights calculations on the

45、basis of IMF data.See the Methodology on page 103 for more information.EUROPE E-COMMERCE REPORT 2022 MARKET OVERVIEW EUROPE 6Infrastructure&LogisticsSOURCES:WORLDBANK;UNITED NATIONS;THE ECONOMIST INTELLIGENCE UNIT;UNIVERSAL POSTAL UNION;YALE;INTERNATIONAL TELECOMMUNICATION UNIONBelgium 3 46 41 21 12

46、 21 15 19France 16 32 19 6 5 17 5 9Germany 1 22 25 25 2 6 10 13Ireland 29 24 27 23 13 8 16 46Luxembourg 24 72 33-64 36 2 13Netherlands 6 42 10 16 6 2 11 16United Kingdom 9 8 7 9 8 5 4 2Denmark 8 4 1 9 45 3 1 32Estonia 36 18 3 30 19 14 30 3Finland 10 20 4 18 34 7 7 22Iceland 40 26 12-83 32 17 58Latvi

47、a 70 19 49 32 29 39 36 15Lithuania 54 11 20 17 35 27 35 6Norway 21 9 13-51 9 9 17Sweden 2 10 6 1 26 15 8 26Austria 4 27 15 27 3 19 6 29Czechia 22 41 39 31 18 22 20 68Hungary 31 52 52 40 37 31 33 35Poland 23 40 24 12 15 28 37 30Slovak Republic 53 45 48 34 21 23 26 34Slovenia 35 37 23-46 34 18 67Switz

48、erland 13 36 16 20 1 1 3 42Albania 88 82 59-94 86 62 80Bosnia&Herzegovina 72 90 94-61 70 78 109Bulgaria 52 61 44 37 39 46 41 77Croatia 49 51 39 53 42 25 34 33 Montenegro 77 50 75-90 78 74 87North Macedonia 81 17 72-63 52 43 38 Romania 48 55 55 29 36 45 32 62Serbia 65 44 58-28 43 45 39Ukraine 66 64 6

49、9 48 33 51 60 78Cyprus 45 54 18-40 38 31 41Greece 42 79 42 38 38 33 25 28Italy 19 58 37 14 11 29 20 20Malta 69 88 22-69 48 23 49Portugal 23 39 35 33 22 40 27 14Spain 17 30 17 3 31 24 14 4Ease of Doing Business Index(2020)Logistics Performance Index(2018)Inclusive Internet Index (2021)E-Government De

50、velopment Index(2020)UNCTAD B2C E-commerce Index Ranking(2020)Universal Postal Union Reliability Score(2021)Global Cybersecurity Index Ranking(2020)Environmental Performance Index Ranking(2020)Rankings highlighted are leaders among countries in the reportEase of Doing Business Index(2020)Logistics P

51、erformance Index(2018)Inclusive Internet Index (2021)E-Government Development Index(2020)UNCTAD B2C E-commerce Index Ranking(2020)Universal Postal Union Reliability Score(2021)Global Cybersecurity Index Ranking(2020)Environmental Performance Index Ranking(2020)Ease of Doing Business Index(2020)Logis

52、tics Performance Index(2018)Inclusive Internet Index (2021)E-Government Development Index(2020)UNCTAD B2C E-commerce Index Ranking(2020)Universal Postal Union Reliability Score(2021)Global Cybersecurity Index Ranking(2020)Environmental Performance Index Ranking(2020)Logistics Performance Index(LPI):

53、LPI measures performance along the logistics supply chain within a country.Ease of Doing Business Index:A high Ease of Doing Business ranking means the regulatory environment is more conducive to the starting and operation of a local firm.E-Government Development Index:The E-government Development I

54、ndex measures the willingness and capacity of national administrations to use information and communication technologies in order to deliver public services.Inclusive Internet Index:Benchmark based on internet availability,affordability,relevance and the readiness of people to use it.Universal Posta

55、l Union Reliability Score:Comparative indicator of postal development around the world,based on reliability,reach,relevance and resilience.UNCTAD B2C E-commerce Index Ranking:This index measures an economys preparedness to support online shopping.Environmental Performance Index:This index provides a

56、 data-driven summary of the state of sustainability using 32 performance indicators across 11 issue categories,the EPI ranks countries on environmental health and ecosystem vitality.Global Cybersecurity Index:This index maps questions on Member State cybersecurity committments across five pillars:le

57、gal measures;technical measures;organizational measures;capacity development measures;cooperation measures.DEFINITIONS7EUROPE E-COMMERCE REPORT 2022 MARKET OVERVIEW EUROPE E-commerce overview:EuropeThe e-commerce overview section of the report includes data from 37 countries on the European continen

58、t,showcasing the importance of the EU-27 and neighboring digital economies.Overall,European e-commerce experienced a growth in B2C turnover in 2021,despite some countries reporting lower e-commerce sales due to the lessening of Covid-19 pandemic measures.As has been the trend for quite some time,Eas

59、tern Europe has experienced higher growth rates in B2C e-commerce sales than many Western European countries,however Western Europe still holds the largest share of total turnover at 63%compared to Eastern Europes 2%.Countries included:AlbaniaAustriaBelgiumBosnia&HerzegovinaBulgariaCroatiaCyprusCzec

60、hiaDenmarkEstoniaFinlandFranceGermanyGreeceHungaryIcelandIrelandItalyKosovo*LatviaLithuaniaLuxembourgMaltaMontenegroNetherlandsNorth MacedoniaNorwayPolandPortugalRomaniaSerbiaSlovak RepublicSloveniaSpainSwedenSwitzerlandUkraineUnited KingdomE-shoppers,EuropeSOURCE:EUROSTAT;STATISTA;UNITED NATIONSPer

61、centage of internet users that bought goods or services online201720182019202020212022(F)65%66%69%74%73%75%SOURCE:IMFThe percentage of GDP comprised of e-commerce sales201720182019202020212022(F)2.59%3.03%3.19%3.58%3.92%3.74%201720182019202020212022(F)13%12%11%45249656363371879713%10%Growth rateSOUR

62、CE:NATIONAL E-COMMERCE ASSOCIATIONS;STATISTA;REPORT PARTNERS*Kosovo is not reflected in the B2C e-commerce turnover figures of this report.This is the Light Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.B2C e-commerce turnove

63、r(bn)E-GDP,EuropeThis is the Light Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.8EUROPE E-COMMERCE REPORT 2022 E-COMMERCE OVERVIEW BY REGION E-commerce overview:by regionWestern Europe remains the leader in terms of their sh

64、are of B2C e-commerce turnover in Europe,consistely encompassing over 60%of total turnover.This share of turnover is reflected in the E-GDP of the regions,as Western Europe remains the highest.Despite the appearence that Northern Europe lags behind in the share of total European turnover,the e-comme

65、rce markets are robust and over 4%of total GDP can be attributed to e-commerce.Although the digital economy in Eastern Europe is continuing its growth trend,there is much ground to be covered if the region hopes to compete with Western and Southern European markets.Internet users by region,2021SOURC

66、E:EUROSTAT;STATISTAWestern EuropeShare of total European e-commerce turnover by region,2021Northern EuropeCentral EuropeEastern EuropeSouthern Europe95%97%90%75%86%E-shoppers by region,2021SOURCE:EUROSTAT;STATISTA;UNITED NATIONSWestern EuropeNorthern EuropeCentral EuropeEastern EuropeSouthern Europe

67、84%86%75%46%65%SOURCE:NATIONAL E-COMMERCE ASSOCIATIONS;STATISTA;REPORT PARTNERSWestern EuropeNorthern EuropeCentral EuropeEastern EuropeSouthern Europe449676914118SOURCE:IMFWestern EuropeNorthern EuropeCentral EuropeEastern EuropeSouthern Europe4.28%4.13%3.19%2.33%3.45%Western:63%Southern:16%Central

68、:10%Northern:9%Eastern:2%This is the Light Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.B2C e-commerce turnover by region in bn,2021E-GDP as a percentage of GDP,20219EUROPE E-COMMERCE REPORT 2022 E-COMMERCE OVERVIEW BY COUNT

69、RY E-commerce overview:by countrySOURCE:EUROSTAT;STATISTA;UNITED NATIONSIcelandNorwayDenmarkIrelandLuxembourgSwitzerlandKosovoUnited KingdomFinlandSwedenFranceNetherlandsBelgiumSpainAustriaGermanyEstoniaLatviaCyprusCzechiaSlovak RepublicSloveniaHungaryLithuaniaRomaniaMaltaPolandNorth MacedoniaSerbia

70、MontenegroPortugalCroatiaItalyGreeceBulgariaBosnia&HerzegovinaAlbaniaUkraineInternet users per country,2021 100%100%99%99%99%98%97%97%97%97%95%95%94%94%93%92%92%92%91%90%90%90%89%88%88%88%87%85%84%83%83%82%82%79%78%77%73%65%SOURCE:EUROSTAT;STATISTA;UNITED NATIONSNetherlandsDenmarkNorwaySwedenIreland

71、IcelandUnited KingdomCzechiaSlovak RepublicSwitzerlandFranceGermanyLuxembourgFinlandBelgiumSloveniaEstoniaHungaryMaltaSpainPolandCroatiaLithuaniaGreeceAustriaLatviaPortugalCyprusItalySerbiaNorth MacedoniaRomaniaUkraineBulgariaBosnia and HerzegovinaAlbaniaMontenegroE-shoppers per country,2021 94%92%9

72、2%89%88%85%84%84%84%84%82%82%82%81%80%79%77%74%74%71%70%70%69%69%68%67%62%59%59%53%44%44%44%42%39%38%32%10EUROPE E-COMMERCE REPORT 2022 E-COMMERCE OVERVIEW BY COUNTRY E-commerce overview:by countryEstoniaHungaryBulgariaSwedenPolandUkraineItalyIrelandAustriaDenmarkCroatiaMontenegroBelgiumGermanyMalta

73、Bosnia and HerzegovinaNetherlandsAlbaniaLatviaFranceCyprusNorth MacedoniaLithuaniaSlovak RepublicFinlandNorwayRomaniaCzechiaSloveniaSwitzerlandGreeceIcelandSpainSerbiaUnited KingdomPortugalLuxembourg 47%29%29%26%24%22%21%21%20%18%18%18%17%17%17%17%16%16%16%15%15%13%12%12%11%11%11%11%11%10%8%8%8%6%6%

74、5%3%SOURCE:IMFEstoniaGreeceDenmarkUnited KingdomCzechiaFrancePolandSpainNorwayPortugalCyprusIcelandNetherlandsGermanyNorth MacedoniaSwedenMontenegroRomaniaAlbaniaBelgiumAustriaFinlandSlovak RepublicLatviaCroatiaItalyLithuaniaBosnia and HerzegovinaMaltaUkraineSwitzerlandBulgariaHungarySloveniaLuxembo

75、urgIrelandSerbia 8.22%8.07%7.33%6.19%5.27%5.21%5.17%4.60%4.51%3.64%3.22%3.18%3.10%3.04%3.02%2.78%2.61%2.56%2.52%2.46%2.37%2.33%2.32%2.29%2.28%2.20%2.15%2.12%2.10%2.09%1.94%1.91%1.73%1.71%1.51%1.41%1.36%B2C e-commerce growth rate by country,2021E-GDP by country,2021This is the Light Version of the Re

76、port.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.11SOURCE:EUROSTAT(2021):PERCENTAGE OF INDIVIDUALS WHO PURCHASED ONLINE IN THE LAST 3 MONTHS Frequency of online purchases in the last three months,2021n 1 or 2 times n 3 to 5 times n 6 times or mo

77、reEUROPE E-COMMERCE REPORT 2022 E-COMMERCE OVERVIEW BY COUNTRY 39%33%27%Belgium56%35%9%Bulgaria20%43%37%Czechia23%30%38%Denmark29%29%33%Germany24%36%39%Estonia22%30%48%Ireland27%35%38%Greece42%31%27%Spain34%35%31%France22%36%36%Croatia51%29%18%Italy19%33%48%Cyprus34%33%32%Latvia34%35%31%Lithuania32%

78、33%35%Luxembourg36%36%29%Hungary16%30%54%Malta24%32%44%Netherlands30%38%31%Austria30%36%34%Poland31%38%40%Portugal48%41%12%Romania40%35%25%Slovenia44%34%22%Slovakia28%40%30%Finland26%35%38%Sweden13%26%61%Iceland28%37%35%Norway35%33%31%Switzerland65%26%9%Montenegro67%28%5%North Macedonia68%24%9%Alban

79、ia64%30%6%Serbia37%32%30%Turkey52%34%14%Bosnia and Herzegovina12EUROPE E-COMMERCE REPORT 2022 E-COMMERCE OVERVIEW BY COUNTRY SOURCE:EUROSTAT(2021):PERCENTAGE OF INDIVIDUALS WHO PURCHAESD ONLINE IN THE LAST 3 MONTHS Online purchasing nationally and cross-border,three months,2021n From national seller

80、s n From sellers from other EU countries n From sellers of the rest of the world(non-EU countries)n From sellers from unknown countries n From sellers from other countries(EU or non-EU)86%26%14%5%32%Czechia78%19%13%10%24%Germany91%25%16%1%31%Greece93%34%32%16%46%Spain75%62%57%9%79%Cyprus80%37%31%27%

81、49%France89%28%16%6%35%Hungary83%42%34%2%60%Latvia98%6%9%N/A13%Serbia71%40%28%29%47%Italy89%39%31%4%53%Estonia76%62%61%7%87%Malta82%64%39%8%73%Ireland96%30%25%4%41%Netherlands78%77%28%13%79%Austria94%11%7%4%15%Poland31%36%29%1%50%Lithuania87%44%23%3%54%Portugal88%50%30%3%58%Slovenia96%30%17%2%36%Bul

82、garia92%32%19%8%40%Sweden79%38%59%N/A72%Iceland85%33%23%8%43%Norway93%7%2%3%8%Albania83%12%18%1%27%North Macedonia84%42%20%5%47%Croatia98%2%2%5%4%Turkey38%74%29%11%81%Luxembourg80%46%20%6%51%Finland70%29%24%6%45%Bosnia and Herzegovina95%19%5%3%21%Romania86%34%19%12%43%Slovakia86%65%18%6%69%Belgium72

83、%25%30%6%41%Montenegro84%32%22%13%40%EU-2788%40%17%6%44%Denmark13EUROPE E-COMMERCE REPORT 2022 MARKET OVERVIEW EU-27 Market overview:EU-27E-ShoppersSOURCES:EUROSTAT;NATIONAL E-COMMERCE ASSOCIATIONS;STATISTAPercentage of internet users that bought goods or services online201720182019202020212022(F)65

84、%66%68%73%74%76%The EU-27 is the powerhouse of European B2C e-commerce.Despite the lifting of the Covid-19 pandemic measures,and the United Kingdom leaving the EU single market,e-commerce turnover grew at a rate of 16%in 2021.Internet users have now surpassed 90%of the population,and the share of in

85、ternet users purchasing online is expected to reach 76%in 2022.EU-27 member countries Austria,Belgium,Bulgaria,Croatia,Cyprus,Czechia,Denmark,Estonia,Finland,France,Germany,Greece,Hungary,Ireland,Italy,Latvia,Lithuania,Luxembourg,Malta,Netherlands,Poland,Portugal,Romania,Slovakia,Slovenia,Spain,Swed

86、enInternet usersSOURCE:EUROSTATPercentage of the population accessing the internet201720182019202020212022(F)84%85%87%89%90%92%Population of the EU-27SOURCE:WORLDBANKYear by year population in millions201720182019202020212022(F)446.1446.9447.1447.8445.3445.1201720182019202020212022(F)14%10%10%313358

87、40944852057216%14%Growth rateSOURCE:IMF;CMI ANALYSISThe Gross Domestic Product(GDP)in bn and the percentage of GDP comprised of e-commerce salesn GDP n E-GDP201720182019202020212022(F)13,77712,96013,89913,9601.22%1.35%1.40%1.94%1.87%14,4031.75%SOURCE:IMF16,709This is the Light Version of the Report.

88、The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.B2C e-commerce turnover(bn)This is the Light Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.GDP and E-GDP(bn)14EUROPE E-COMMERC

89、E REPORT 2022 MARKET OVERVIEW EU-27 EU-27 product category purchasingSOURCE:EUROSTAT(2021):PERCENTAGE OF INDIVIDUALS WHO PURCHASED ONLINE IN THE LAST 3 MONTHS Any physical goodsClothes,shoes or accessoriesAny physical goods from private personsCosmetics,beauty or wellness productsSports goods Childr

90、en toys/itemsMedicine&dietary supplementsOther physical goods Music as streaming service or downloadsTransport service/enterprise Tickets to cultural/other eventsApps related to health/fitnessTickets to sports events98%68%38%32%29%27%24%23%20%19%19%18%18%15%9%31%30%25%16%14%13%9%7%2%EU-27 cross-bord

91、er online purchaseSOURCE:EUROSTAT(2021):PERCENTAGE OF INDIVIDUALS WHO PURCHASED ONLINE IN THE LAST 3 MONTHS National sellersSellers from other EU countriesSellers from the rest of the world(non-EU countries)Sellers from unknown countriesSellers from other countries(EU or non-EU)84%32%22%13%40%Physic

92、al Multimedia (music,DVDs,books,etc.)Furniture,home accessories/gardening productsComputers,tablets,mobile phones&accessoriesConsumer electronics or household appliancesFood/beverages from stores or meal-kit providersCleaning products or personal hygiene productsBicycles,mopeds,cars,vehicles&spare p

93、artsFilms or series as streaming service or downloadsDeliveries from restaurants,fast-food chains,catering servicesGames online or as downloads for mobile phone,tablet,computer or consolee-books,online magazines,or online newspapers15EUROPE E-COMMERCE REPORT 2022 MARKET OVERVIEW EU-27 EU-27 digital

94、intensitySOURCE:EUROSTAT(2021)45%12%34%28%18%43%3%17%Enterprises with very low digital intensity indexEnterprises with low digital intensity indexEnterprises with high digital intensity indexEnterprises with very high digital intensity indexn Large enterprisesn SMEsEU-27 enterprises*were surveyed an

95、d given a point for each of the following conditions,if true:l Enterprises where more than 50%of the persons employed used computers with access to the internet for business purposesl Have ERP software package to share information between different functional areasl The maximum contracted download s

96、peed of the fastest fixed line internet connection is at least 30 Mb/sl Enterprises where web sales were more than 1%of the total turnover and B2C web sales more than 10%of the web salesl Use any Internet of Thingsl Use any social medial Have CRMl Buy sophisticated or intermediate CC servicesl Use a

97、ny AI technologyl Buy CC services used over the internetl Enterprises with e-commerce sales of at least 1%turnoverl Use two or more social mediaEnterprise has very low digital intensity index:Count of enterprises with 0-3 pointsEnterprise has low digital intensity index:Count of enterprises with 4-6

98、 pointsEnterprise has high digital intensity index:Count of enterprises with 7-9 pointsEnterprise has very high digital intensity index:Count of enterprises with 10-12 points*SME=10-249 employees and self-employed persons,without financial sectorLarge enterprise=250 employees and self-employed perso

99、ns or more,without financial sector16EUROPE E-COMMERCE REPORT 2022 MARKET OVERVIEW EU-27 SOURCE:EUROSTAT(2021):PERCENTAGE OF INDIVIDUALS WHO DID NOT PURCHASE ONLINE IN THE LAST 3 MONTHS EU-27 perceived barriers to online shoppingn Individuals prefer to shop in person,like to see product,loyalty to s

100、hops or force of habit n Individuals lack the necessary skills n Individuals have concerns about the cost of delivery of goods n Individuals have concerns about the reliability or speed of delivery n Individuals have concerns about payment security or privacy54%13%9%9%18%56%14%4%6%6%62%17%6%4%18%45%

101、9%3%5%8%38%10%2%2%8%68%12%11%19%31%60%9%2%3%4%50%23%2%3%10%31%4%8%6%10%83%27%26%26%47%82%9%20%3%16%55%10%8%8%24%69%40%16%18%19%49%16%1%6%7%75%13%4%6%9%49%10%11%11%23%78%43%19%21%28%21%2%2%4%4%85%38%30%30%40%52%9%1%1%5%80%17%23%17%33%79%39%33%38%69%61%8%7%6%13%64%15%8%5%8%60%20%7%6%13%44%7%6%6%14%40%

102、17%11%33%23%EU-27 BelgiumBulgariaCzechiaDenmarkGermanyEstoniaIrelandGreeceSpainFranceCroatiaCyprusLatviaLithuaniaLuxembourgHungaryMaltaNetherlandsAustriaPolandPortugalRomaniaSloveniaSlovakiaFinlandSweden17Internet usageE-ShoppersSOURCE:IMFThe Gross Domestic Product(GDP)in bn and the percentage of GD

103、P comprised of e-commerce sales201720182019202020212022(F)n GDP n E-GDPPercentage of the population accessing the internetPercentage of internet users that bought goods or services onlineEUROPE E-COMMERCE REPORT 2022 WESTERN EUROPEWestern Europe9,9719,36210,07210,15512,2633.11%3.53%3.63%4.28%4.02%SO

104、URCE:EUROSTAT;STATISTA201720182019202020212022(F)91%92%94%95%95%95%SOURCE:EUROSTAT;STATISTA;UNITED NATIONS201720182019202020212022(F)81%81%83%86%84%85%201720182019202020212022(F)Growth rate11%10%10%31033036640045049312%SOURCE:NATIONAL E-COMMERCE ASSOCIATIONS;STATISTA;REPORT PARTNERS7%10,5153.94%This

105、 is the Light Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.B2C e-commerce turnover(bn)GDP and E-GDP(bn)18Internet usageE-ShoppersSearch engine market share201720182019202020212022(F)89%90%91%92%94%95%201720182019202020212022

106、(F)Growth rate11%-10%5%10.0 10.311.410.3 12.012.717%Google:93%bing:4%Ecosia:1%Yahoo!:1%DuckDuckGo:1%The Gross Domestic Product(GDP)in bn and the percentage of GDP comprised of e-commerce salesn GDP n E-GDP3%Percentage of the population accessing the internetPercentage of internet users that bought g

107、oods or services onlineMost popular search engines in 2021EUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE BELGIUM Belgium Currency:Euro VAT:21%201720182019202020212022(F)67%67%72%79%80%80%Association analysis indicates that for the 2021 total,16%represents goods and 61%services201720182019202020212022(

108、F)4694414724705632.14%2.34%2.42%2.46%2.25%4902.19%SOURCE:EUROSTATSOURCE:STATCOUNTERSOURCE:BECOMMERCE NATIONAL E-COMMERCE ASSOCIATIONSOURCE:IMFSOURCE:EUROSTATThis is the Light Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.B2C

109、e-commerce turnover(bn)This is the Light Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.GDP and E-GDP(bn)SafeShops.beEUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE BELGIUM19BelgiumPOLICIES AND REGULATION:What domestic policies,i

110、f any,are being considered in your market that will have an impact on Belgian e-commerce?Firstly,upcoming legislation on parcel mailboxes.An official position for these will ensure that there is less sprawl and that they will hopefully be considered more often as an option in new and refurbished bui

111、ldings.Secondly,a labor deal that will make night work in the retail sector easier.Finally,a legislative proposal from the DeSutter cabinet regarding employment conditions for parcel distribution is on the agenda.This is to tackle certain working conditions within the package distribution sector.Wha

112、t EU policies,if any,are being considered that you think will have an impact on the Belgian e-commerce market?DSA,Omnibus and the Data Act are the most well-known ones.But also the attention that data export towards the US(read Google/Schrems II)demands.Have the new VAT regulations(July 2021)impacte

113、d your market in any way?We are seeing some imports from other continents being impacted.Due to this,customers are getting more prudent when ordering from intercontinental companies and also the UK.Although its not always with ease,weve seen companies in Belgium adapting technically towards the new

114、VAT regulations.SUSTAINABILITY:What is currently happening in your market regarding sustainable transportation efforts?Several preparatory workshops have taken place as businesses enter an initiative phase.Ideas on the agenda include,for example,a calculator to guide consumers towards the most susta

115、inable option during checkout.Weve also seen a lot of package suppliers taking individual initiatives such as electrifying their vehicle fleet,expanding it with bicycle courier services for inner city distribution or installing additional parcel lockers in eco-zones.What is currently happening in yo

116、ur market regarding returns and/or repairs and their impact on sustainability?The relevant cabinet(De Sutter)ordered SafeShops a study to investigate and stimulate the effects of return-limiting measures such as AR,better product information and better sales follow-up.When revealed,the conclusions a

117、nd insights from this study should help the sector to map out a correct policy for returns during a second phase of this work.TECHNOLOGY:Have you seen a shift in digitalization and technology use among retailers in this last year?If so,what changes have retailers made,particularly SMEs?SMEs often al

118、ready use SaaS solutions to get the job done.However,new players such as Shopware are now entering the Belgian market.Which technologies are e-commerce industry players in your market focusing on in 2022?Technologies such as AI,VR,big data,etc.Yes,AI and AR but also good PIM systems and customer con

119、tact software Zendesk,for example are increasingly being considered to manage data and contact.Speech technology is also making its appearance.What is the conversation and feeling from the public around data privacy and protection?Theyre aware of it and found it their most important concern of 2021

120、in our Belgian Online Shopper Survey(BOSS).With this at number one,customers other concerns were undamaged delivery,product quality and warranties.CURRENT EVENTS AND E-COMMERCE:The ongoing conflict in Ukraine,initiated by Russia,is undoubtedly having an impact on markets across Europe.Have you seen

121、any specific direct or indirect impacts on your e-commerce market from these unfolding events?Purchasing power of the consumer is currently declining due to rising energy prices and the fear of an expanding war in Ukraine.Retail and,in particular,e-commerce are being affected by the consumers reduce

122、d purchasing behavior and/or hesitation to make purchases.Several members of E-commerce Europe have taken action to support Ukraine.Is there anything your association is doing,or plans to do?Not directly.The initiative for action to support the people of Ukraine currently lies with the individual.Co

123、vid-19 revealed the importance of e-commerce to Europe but as restrictions are lifted,there are concerns that citizens will head back into physical shops.Have you noticed a drop in e-shoppers,e-commerce turnover or e-commerce growth in the past year?Theres been no drop and we actually saw an increas

124、e in the transaction volume,from 107m transactions previously towards 150m in 2021.So after the lockdown year of 2020,consumers kept on shopping more online throughout 2021.We expect this online shopping habit to become regular behavior from now on.Are there any e-commerce trends specific or unique

125、to your market you would like to share?A growing awareness of the importance of safety.Ukraine,cybercrime and the importance a consumer attaches to privacy(GDPR)are quietly leading to an awareness that e-commerce must pay further attention to safety online.While there is still a long way to go,the f

126、irst seeds have already been planted.InterviewGreet DekockerAfter the lockdown year of 2020,consumers kept on shopping more online throughout 2021”Managing Director,SafeShops.be vzwEUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE BELGIUM20BelgiumPOLICIES AND REGULATION:What domestic policies,if any,are

127、being considered in Belgium that will have an impact on e-commerce?Belgium is currently considering e-commerce labor policies.For example,can e-commerce work with flexible hours?Can it employ staff at evening or at night?Can e-commerce work with independents?We are also looking at sustainability pol

128、icies around last-mile delivery,packaging,corporate social responsibilities and so on.What EU policies,if any,are being considered that you think will have an impact on the Belgian e-commerce market?Belgian consumers are currently spending a lot on e-commerce through foreign platforms,so we need to

129、look at how to redress the balance.Also,GDPR compliance requires businesses to look at their privacy regulation,as well as the banning of third-party cookies.Have the new VAT regulations(July 2021)impacted your market in any way?Yes they have,in that we see far fewer goods coming into Belgium from A

130、sia and the UK.SUSTAINABILITY:What is currently happening in Belgium regarding sustainable transportation efforts?There are initiatives coming from the Flemish region to work on last-mile delivery and to minimize packaging.This is a pilot project which will take two years and is being supported by t

131、he packaging industry as well as webshop and logistic players.We,as a nonprofit,are joining as well,as is the Brussels region.We also recently signed the Green Deal,which is a commitment to reduce packaging among an alliance of nonprofits,middle field organizations,packaging industry and bigger comp

132、anies such as Nike and Coca-Cola.What are your views on the Waste Framework Directive Packaging and Packaging Waste Directive?What impact do you think this will have on sustainability?The revision of the Waste Framework Directive is a good thing.The objectives were set by the European Commission in

133、the previous Directive and cover a lack of both targets and monitoring of member states,as well as issues with waste collection systems and recycling.Waste management plays a key role in decreasing waste but is also an important tool for the transition towards a circular economy.The e-commerce secto

134、r represents a key opportunity to give secondary goods a second life because it connects businesses and consumers,so can act as an outlet for second-hand products.TECHNOLOGY:Have you seen a shift in digitalization and technology use among retailers in this last year?If so,what changes have retailers

135、 made,particularly SMEs?Yes,we saw an amazing shift.So many more webshops have been created and so many more micro-entrepreneurs started selling online.In our own community,we have been helping more than 1,000 SMEs by giving them knowledge about e-commerce through our general e-commerce guide,availa

136、ble for free through Ezyshop.be.We also have been coaching SMEs,allowing them to make the right choices.Which technologies are e-commerce industry players in your market focusing on in 2022?Technologies such as AI,VR,big data,etc.Technologies such as AI are really being used to KYC better and make a

137、dvertisements custom-made.We also see blockchain coming up in the chain of KYC.What is the conversation and feeling from the public around data privacy and protection?Many consumers think its important.It would be good if we could measure how many consumers change their cookie settings to opt-out fr

138、om marketing,or decline to share,compared to those who accept the given settings on cookies and data-protection.Several members of E-commerce Europe have taken action to support Ukraine.Is there anything your association is doing,or plans to do?We are,of course,not bordering with Ukraine,so it makes

139、 no direct sense for us to take actions in e-commerce.Some logistical e-commerce players like BPost are taking actions to collect goods and to bring them to the border,although that does not relate specifically to e-commerce.It is,of course,true that the consumers love merchants/webshops that are do

140、ing well.So,for instance,Adyen offers their merchant-clients the option to give the consumer the power to contribute to good causes that will help the people of Ukraine.Covid-19 revealed the importance of e-commerce to Europe but as restrictions are lifted,there are concerns that citizens will head

141、back into physical shops.Have you noticed a drop in e-shoppers,e-commerce turnover or e-commerce growth in the past year?If so,what do you attribute this to?It is logical that citizens are now heading back into physical shops since e-commerce has never attempted to replace bricks-and-mortar stores b

142、ut rather plays a complementary role of choice in the customer journey.However,e-commerce has helped many consumers and businesses weather the pandemic crisis.We have seen a drop in e-commerce for certain sectors home and garden,DIY and electronics,for instance but still an overall increase compared

143、 to spending levels from before 2019.That makes sense since home office and home improvements InterviewSofie GeeromsBelgian consumers are currently spending a lot on e-commerce through foreign platforms,so we need to look at how to redress the balance”Managing Director,BeCommerce vzw asblContinued o

144、n the next pageEUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE BELGIUM21Belgiumbecame a priority during lockdown,yet items such as laptops,office desks,garden furniture and so on dont need to be replaced on an annual basis.Are there any e-commerce trends specific or unique to your market you would like

145、 to share?Sustainability is an important trend in Belgium.How can e-commerce businesses make that final mile greener?How can we create e-commerce that consumes less packaging?Webshops,consumers and logistic players have to join forces in the interest of society at large.We need to demonstrate awaren

146、ess,avoidance,action and anticipation around this subject.Logistics players are investing a lot in the electrification of their delivery fleets and in optimizing delivery methods by creating emission-free zones through the greater use of installed lockers and pick-up points.The circular economy is a

147、lready a fact.Consumers are re-using packaging but also clothes,shared goods and services for the greater good through all kinds of sharing economy platforms.As a consumer-interest driven nonprofit,we will continue to defend the rights of the consumer to return their goods without giving a reason.Ho

148、wever,we also want to make the consumer aware of their own responsibility towards a more sustainable economy.Consumer awareness is important in this regard.Webshops can enable this process by empowering the consumer in their choices of delivery time and delivery venue by creating transparency and us

149、ing price-differentiation of different delivery options.They must also continue investing further in technology to reduce the number of items returned.Virtual Reality might be important in this regard,along with a good product information system,or even a buying limit on the number of same items in

150、differing sizes or colors.Continued from previous page22Internet usageE-Shoppers201720182019202020212022(F)88%89%91%92%95%95%201720182019202020212022(F)12%9%10%81.792.6103.4112.2129.1142.015%The Gross Domestic Product(GDP)in bn and the percentage of GDP comprised of e-commerce salesn GDP n E-GDP13%P

151、ercentage of the population accessing the internetPercentage of internet users that bought goods or services onlineEUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE FRANCE France Currency:Euro VAT:20%201720182019202020212022(F)76%75%77%78%82%84%Association analysis indicates that for the 2021 total,52%re

152、presents goods and 48%services Growth rateSearch engine market shareGoogle:91%bing:4%Other:2%Ecosia:1%Most popular search engines in 2021Yahoo!:1%Qwant:1%201720182019202020212022(F)2,4172,2622,4182,4002,8583.38%4.09%4.28%5.21%4.97%2,4794.67%SOURCE:EUROSTAT;CMI ANALYSISSOURCE:STATCOUNTERSOURCE:NATION

153、AL E-COMMERCE ASSOCIATIONSSOURCE:IMFSOURCE:EUROSTATThis is the Light Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.This is the Light Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommer

154、ces members and policymakers.GDP and E-GDP(bn)B2C e-commerce turnover(bn)EUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE FRANCE23FrancePOLICIES AND REGULATION:What domestic policies,if any,are being considered in your market that will have an impact on e-commerce?France is in a presidential and parliam

155、ent election year in 2022 so we do not expect we will see too many new e-commerce policies before the completion of the elections in June.Then it will be in the hands of the new government and parliament.What EU policies,if any,are being considered that you think will have an impact on the French e-

156、commerce market?We have the DSA,which is going to be a major change in the EU regulatory framework regarding comments,although specifically on platforms,since marketplaces are now playing a very important role in e-commerce across the EU.This is a game-changer because there are so many new EU rules

157、coming up with the DSA that we will have to implement in a quite short period of time.The previous directive was dated from 2000,so while it definitely needed to be updated and revised,I think we will have to be very careful in the implementation of these new regulations,even though they have really

158、 tried to make some aspects of it proportionate.It seems there are some rules for the very large online platforms which do not apply to small-and medium-sized enterprises,which I think is fair.A willingness to protect this fairness alongside consumers is absolutely needed but on the other hand,you h

159、ave to be careful not to put too much burden on certain companies so that only the big ones end up surviving.This is where you need to find the balance between the need for competition and the need to protect the consumers.I think in this particular case,the legislation seems not too bad,although we

160、 will now have to be very careful in the implementation of it.Have the new VAT regulations(July 2021)impacted your market in any way?We were very supportive of this directive because,to some extent,its something that was already going on in different member states who had been willing to protect the

161、ir domestic markets against unfair competition from overseas.The fact that its been addressed at a European level,with marketplaces collecting VAT for imports from outside EU,has,I think,been a smart move.France just made a decision to go beyond the directive.They have applied the rule even for impo

162、rts beyond 150,which is the threshold in the directive by which you dont have to apply this rule of marketplace collecting.The French government decided to over-transpose.Is that the correct way to go beyond the minimum and then create some extra problems?Once you try to do things differently then y

163、ou create additional problems because other marketplaces that are collecting VAT do not know whether products already went through another member state where the VAT was paid.They dont have this information.So theres now a difficulty to implement the rule just because France decided to transpose in

164、a different way or to over-transpose the directive.France already has quite a lot of new legislation related to VAT and sustainability but whats important is that all this is at a European level.If every country applies their own legislation,then it becomes very counterproductive if European e-comme

165、rce wants to compete with the Chinese and or US.This is why we absolutely need to further harmonize regulation in Europe so that companies are able to address the entire European market in a uniform way.This is key for the future of European e-commerce.SUSTAINABILITY:What is currently happening in y

166、our market regarding sustainable transportation efforts?Companies now realize that sustainability is a real expectation from consumers and that it can also be good for financial performance.In 2021,we have seen a new code of conduct promoted by both Fevad and the government that encourages companies

167、 to do better.Moving towards low-carbon transportation is largely a matter of investment,although logistics count too.Can businesses warehouse their stock closer to where the citizens live so that cargo bikes or electric vehicles can provide the last-mile delivery?Can they,you know,put fulfilment ce

168、nters in old city-center factories rather than build new ones in the middle of a field?Although everyone likes the idea of being more sustainable,not everyone would welcome such increased commercial activity in urban areas.So theres great expectation from consumers regarding this sort of code of con

169、duct.Any kind of economical activity impacts on the planet but to reduce that means action from both companies and consumers.Another important issue where e-commerce can improve its practices is parcels.Reducing their size,limiting plastic and so on.Some companies are even going further,by removing

170、additional boxes for shipment when the original packaging of the product doesnt require extra protection.So sending that out in a single box is good for the planet but its also cheaper for these companies.The good thing about sustainability is that sometimes,its also good for the companys financial

171、performance.InterviewMarc LolivierFrance already has quite a lot of new legislation related to VAT and sustainability but whats important is that all this is at a European level”Continued on the next pageExecutive Director,FevadEUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE FRANCE24FranceWhat is curre

172、ntly happening in France regarding returns and/or repairs and their impact on sustainability efforts?The right to return must be part of distance selling and e-commerce because if you cant see a product before you buy it,you need to be able to send it back.But what businesses have to try to avoid is

173、 pushing consumers to order one item in three sizes and eight different colors,only to send most of them back every time.Yet they must do this without trying to limit the customers basic right to return.We also need to improve information to consumers about the environmental effects of not just prod

174、ucts but also of shipment and returns.Most consumers are now aware of this and the need to do something,so theyre willing to play the game.But we need to work with all the stakeholders to provide reliable,consistent and relevant information.Otherwise,consumers will get confused and this will not hel

175、p.The quality of gathered data can also affect this enormously.If you have a wrong address,a parcel will have to go back to the warehouse to be delivered again.The same is true if the customer is not at home to accept the delivery.Improving data quality and even employing AI to verify delivery infor

176、mation are great ways to save costs and also be more sustainable.Regarding repairs,we already have French laws relating to the availability of spare parts to ensure that products can be repaired.But we tend to put the burden on the distributor rather than the manufacturer and its very important for

177、future legislation to look at this balance,since most products are repaired by the manufacturer.What are your views on the Waste Framework Directive Packaging and Packaging Waste Directive?What impact do you think this will this have on sustainability?France already has this,although again,its good

178、news that we have a European legislation since anything that helps to harmonize rules across Europe is good news for us.France has a tendency to over-regulate everything,so we are happy when,as in this case,the French rules are exported to the rest of Europe.TECHNOLOGY:Have you seen a shift in digit

179、alization and technology use among retailers in this last year?If so,what changes have retailers made,particularly SMEs?What weve seen over the past two years is the digitalization of retailers,particularly SMEs,speeding up considerably.In France and throughout Europe,figures show the amount of reve

180、nue coming from online really booming during Covid-19,although the rate of change is now slowing a little bit because we went very high during lockdowns.More than accessing technology,I think retailers have learned a lot and gained four or five years of experience about digitization in less than hal

181、f that time.The fact that shops were closed meant many had to do something different in order to survive.Thats good because the opposition between e-commerce and commerce is less now that businesses can see how e-commerce can support their offline sales as well.Weve moved away from one fighting the

182、other and entered a multichannel world.Which technologies or practices are e-commerce industry players in your market focusing on in 2022?Technologies such as the metaverse are not yet in the day-to-day life of most retailers.Instead,retailers are looking into how to use data better in order to unde

183、rstand consumers as well as their own performance.AI is very much used for delivery but also for marketing purposes and to personalize communications.While VR and other technologies such as NFT need to be looked at as they evolve and become more accessible,I think that data is still the most importa

184、nt thing.A far more significant trend within France is the shift in consumer behavior and attitudes towards second-hand products.Over 50%of consumers say theyve purchase a second-hand product in the last 12 months.This is very significant because its not just sustainable but weve seen that people wh

185、o buy second-hand stick with buying used goods,which is a major commercial shift.I mentioned reducing returns earlier but this offers a route to use returned goods without simply destroying them.Now they can be reconditioned and sold again,which is a major evolution.Additionally,70%of French consume

186、rs said they have personally sold used items on the internet through sites such as Vinted,which is massive in France.This is something that we are going to study more to see what its impact will be on e-commerce as a whole.If you know you will ultimately be reselling your clothing when you no longer

187、 want it,you may be prepared to pay more for it yet you will also want it to be a higher,more durable quality.Its an interesting way to see the evolution of fast fashion which,until now,has meant buying something cheaply then throwing it away quickly.There can now be a more sustainable way to consum

188、e because you know someone else will buy it from you.For all of the focus on the sustainability of packaging and delivery,we know that the most important impact on the environment is the manufacturing of the product itself.So if you can avoid manufacturing new products,thats the best way to have sus

189、tainable practices in shopping.Continued from previous pageContinued on the next pageI think retailers have learned a lot and gained four or five years of experience about digitization in less than half that time”EUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE FRANCE25FranceThe second trend we see,whic

190、h is not as developed as second-hand but is developing quickly,is renting.Decathlon,for example,has seen success renting tents for camping holidays.Many people dont care about ownership of camping equipment,they just need a tent for two weeks of holiday each year.So if they rent it from Decathlon,th

191、ey dont have to store it in their home for the rest of the year.CURRENT EVENTS AND E-COMMERCE:The ongoing conflict in Ukraine,initiated by Russia,is undoubtedly having an impact on markets across Europe.Have you seen any specific direct or indirect impacts on your e-commerce market from these unfold

192、ing events?What France is seeing is an acceleration of the issues that had started before this crisis the rising price of oil,inflation and so on.Covid-19 had made it hard to get manufactured products from China but while war in Ukraine has accelerated shortages,at the moment,we havent seen major im

193、pacts on consumption.E-commerce retailers are worried about potential impacts in the future because with price of petrol increasing,their transportation and delivery costs will increase too.In terms of direct action,France currently has the Presidency of the EU and was asked by the Ukrainian governm

194、ent to see how many computers and laptops we could collect.So we contacted our members and asked them to donate as many computers,laptops and mobile phones as they could.Many of our companies also organized all sort of fundraising actions to support Ukrainian people.Continued from previous page26Int

195、ernet usageE-Shoppers201720182019202020212022(F)91%93%94%95%92%93%201720182019202020212022(F)12%0%5%74.582.592.292.5108.4113.817%The Gross Domestic Product(GDP)in bn and the percentage of GDP comprised of e-commerce salesn GDP n E-GDP11%Percentage of the population accessing the internetPercentage o

196、f internet users that bought goods or services onlineEUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE GERMANY Germany Currency:Euro VAT:19%201720182019202020212022(F)82%82%84%87%82%82%Association analysis indicates that for the 2021 total,92.5%represents goods and 7.5%services Growth rateSearch engine m

197、arket shareGoogle:91%bing:5%Yahoo!:1%DuckDuckGo:1%Most popular search engines in 2021Ecosia:1%Other:1%201720182019202020212022(F)3,4453,2263,4463,5154,1492.16%2.56%2.68%3.04%2.74%3,5672.63%SOURCE:EUROSTATSOURCE:STATCOUNTERSOURCE:NATIONAL E-COMMERCE ASSOCIATIONSSOURCE:IMFSOURCE:EUROSTATThis is the Li

198、ght Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.This is the Light Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.B2C e-commerce turnover(bn)GDP and E

199、-GDP(bn)EUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE GERMANY27GermanyPOLICIES AND REGULATION:What domestic policies,if any,are being considered in your market that will have an impact on German e-commerce?Since a new German government took up its work at the end of 2021 and had to deal first with th

200、e Covid-19 crisis and then the war in Ukraine,there havent been any new e-commerce related proposals so far.However,it is quite clear that the need for improvements in infrastructure and sustainability will play a bigger role,especially considering the role of the Green Party in the government.What

201、EU policies,if any,are being considered that you think will have an impact on German e-commerce?In the area of sustainability,we will see a lot of changes coming our way that will have a huge impact on all types of retail.The Sustainable Product Initiative will require retailers to provide additiona

202、l information about the sustainability of a product in the form of a digital product passport.Moreover,it will require companies to report on,and potentially ban,the disposal of goods.Consumers will be empowered to make greener purchase decisions based on substantiated green claims,which will requir

203、e companies to prove that their products really do have the sustainability features they are advertising.However,at the same time,the Digital Services Act is aiming at banning techniques that allow retailers to positively nudge the consumer into a certain direction and buy the more sustainable optio

204、n.Finally,in June,the updated Vertical Block Exemption Regulation will come into force.This will most likely introduce the possibility for manufacturers and brands to charge higher retail prices for goods sold online than for the same vendor selling the same product offline.Moreover,manufacturers ca

205、n ban retailers from selling their products on marketplaces and platforms and set higher requirements for the online sale than for the offline sale.Moreover,hybrid platforms will be excluded from the scope of the VBER,which entails a huge potential for abuse.The new VBER will make online sales and t

206、he digitalization of retail less attractive.It will strengthen direct online sales by manufacturers whose market share has been increasing at very high rates for the past two years,who are further gaining influence and who could try to reserve the online sales channel for themselves.Have the new VAT

207、 regulations(July 2021)impacted your market in any way?Not all companies are yet convinced that the One Stop Shop is a simplification.Although the OSS is making accounting for VAT easier,there are still many uncertainties as its use is still quite complex.Moreover,there are still a couple of situati

208、ons in which it cannot be used B2B sales,for example.In addition,when using the FBA solutions of marketplaces and when having stock in various countries,the OSS does not apply and companies still have to register in each of the member states.Therefore,we are calling for an extension of the OSS to th

209、ese cases and for a single VAT ID in the EU.This would really encourage SMEs in particular to make use of the Single Market and to sell cross-border.This could be further encouraged by aligning VAT rates for products across the EU.SUSTAINABILITY:What is currently happening in Germany regarding susta

210、inable transportation efforts?Postal and express couriers are investing into green delivery options to reduce emissions,especially for the last mile,with cargo bikes and alternative fuels vehicles.This development has been requested more and more by customers and retailers alike.Moreover,logistics s

211、ervice providers are looking into the optimization of packaging,the establishment of a reusable packaging system and the optimization of the use of the loading space in their vehicles.Finally,a pilot project on a certification system for sustainable transport is currently underway.What is currently

212、happening in Germany regarding returns and/or repairs and their impact on sustainability efforts?We have seen very strict take-back requirements for online merchants on old electronic devices that entered into force at the beginning 2022.These go beyond the requirements of the EU directive.We are st

213、ill waiting for a so-called Transparency Regulation a sort of delegated act that will specify what companies will have to report on concerning the disposal of goods.In this context,we are also still asking for simplifying and exempting in-kind donations from VAT.The right to repair is also on the ag

214、enda of the new German government but so far,there dont seem to be any concrete plans and everyone seems to be looking at what is coming at a European level.Moreover,the German government is currently running a research project that wants to make sustainability information easier accessible for cons

215、umers and is,in many ways,mirroring the goals of the Sustainable Product Initiative.What are your views on the Waste Framework Directive Packaging and Packaging Waste Directive?What impact do you think this will this have on sustainability?Extended producer responsibility schemes are very complex.Co

216、mpliance across various EU markets is costly and time intensive,especially for SMEs,who can find it impossible to cope with the various EPR requirements in the different member states.Because of this,many SMEs refrain from selling cross-border,especially since many member states are creating more na

217、tional requirements and banning the labels of other member states from their own markets.We would therefore like to see EPR registration,reporting obligations and fees harmonized in the EU and dealt with via an EU One Stop shop,as it is already done for VAT purposes.This InterviewMartin Gro-Albenhau

218、senNot all companies are yet convinced that the One Stop Shop is a simplification”Continued on the next pageDeputy Secretary General,Bundesverband E-Commerce und Versandhandel e.V.EUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE GERMANY28Germanycould really help to unlock the potential of the EU Single

219、Market for SMEs.Our members are already working on reducing packaging material as much as possible.This is not only becoming more necessary for economic reasons because of rising prices and supply chain and energy constraints,but also because they want to act as sustainably as possible.However,oblig

220、ing retailers to use a specific required size of packaging,regardless of the product type being shipped,could risk some products being damaged on their way to the customer,causing even more waste rather than reducing it.TECHNOLOGY:Have you seen a shift in digitalization and technology use among reta

221、ilers in this last year?If so,what changes have retailers made,particularly SMEs?In 2021,we saw an increasing share of e-commerce in the retail sector,probably following increasing investments during the pandemic.This,however,does not hold true for every sector.In pet supplies,the share of tradition

222、al retail in e-commerce has been shrinking and while the share of online pure players in this sector has remained stable,the share of online marketplaces has grown rapidly.This might indicate that many retailers have used marketplaces as their prime entry gate into e-commerce,which is also reflected

223、 in a growing share of merchants revenue as part of GMV on hybrid marketplaces.Which technologies are e-commerce industry players in Germany focusing on in 2022?Technologies such as AI,VR,big data,etc.AI and Machine Learning(ML)currently mainly play a role as part of marketing optimization and perso

224、nalization,as well as of big data analytics.In addition,smart printing is used in order to cope with the current shortage of paper.We also see AI usage for customer service chatbots and innovative approaches to use artificial intelligence in monitoring customer satisfaction.What is the conversation

225、and feeling from the public around data privacy and protection?Consent management is a major concern because of growing awareness among the public.Due to the developments in France and Austria,many e-commerce companies doubt whether they should invest into Google Analytics 4 as an alternative to Uni

226、versal Analytics.Rather,they tend to evaluate independent alternative software.Privacy concerns are now a predominant topic because of the adoption of privacy by design in Apple,Android(upcoming)but also different browsers like Chrome etc.CURRENT EVENTS AND E-COMMERCE:The ongoing conflict in Ukraine

227、,initiated by Russia,is undoubtedly having an impact on markets across Europe.Have you seen any specific direct or indirect impacts on your e-commerce market from these unfolding events?Only a few of our members(about 10%)have been directly impacted by the ongoing war in Ukraine due to operations wi

228、thin Ukraine,Russia or Belarus.The major impact has been on energy price increases as well as a shortage of supply and problems in distribution due to a lack of lorry drivers.On the demand side,there has been a heavy general drop in consumption following the invasion.Especially older consumers seem

229、to be more concerned,not because of the war itself but because of gas prices,inflation and a shortage of certain groceries.Exact figures are difficult to obtain since revenues have to be measured against 2021,which was a year of extraordinary growth.This has,in general,a dampening effect on this yea

230、rs growth rates.Several members of E-commerce Europe have taken action to support Ukraine.Is there anything your association is doing,or plans to do?We use our network and enable our members to support and help directly.There is aggregated and curated information on our website about the items neede

231、d and the possibilities to make in-kind donations that will be distributed by one of our members to refugee shelters.In addition,we have promoted several initiatives by our members cooperating with boy-scout organizations in Poland and other countries transporting goods to the Ukrainian border.Covid

232、-19 revealed the importance of e-commerce to Europe but as restrictions are lifted,there are concerns that citizens will head back into physical shops.Have you noticed a drop in e-shoppers,e-commerce turnover or e-commerce growth in the past year?E-commerce grew at an even higher rate in 2021 than i

233、n 2020.Even with stores now open again,many shoppers have continued to buy online,while customer satisfaction has been at the highest levels ever.In the early weeks of 2022,there has been some decline,which is linked to the growing uneasiness about the developments in Eastern Europe.Are there any e-

234、commerce trends specific or unique to the German market you would like to share?First,we see an ongoing Marketplaceation,which means that big online shops such as otto.de,conrad.de and zalando.de broaden their scope by integrating third-parties as merchants on their websites.The online sales via mar

235、ketplaces already reach more than 50%in Germany.Secondly,the D2C-business increases,which means a direct competition for both traditional retailers and online shops.This leads to a reflection of the use of merchants for customers and the whole economy.Overall,2022 will be a very difficult year becau

236、se of many different operational problems.Besides the war in Ukraine,a major lockdown in China is currently worsening supply chain problems,a paper shortage is hampering marketing efforts and the war is impacting distribution,sales and warehousing costs.All of this at a time that consumer confidence

237、 is at a low level due to higher petrol prices,meaning that 2022 will be an exceptional year.As consumers have learned to shop online for cheap prices,some additional demand might go to e-commerce,but certainly prices will be comparably higher across the board and therefore e-commerce will not captu

238、re and convert all demands.Continued from previous page29Internet usageE-Shoppers201720182019202020212022(F)82%84%91%92%99%99%201720182019202020212022(F)24%28%15%2.863.213.985.106.157.0721%The Gross Domestic Product(GDP)in bn and the percentage of GDP comprised of e-commerce salesn GDP n E-GDP12%Per

239、centage of the population accessing the internetPercentage of internet users that bought goods or services onlineEUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE IRELAND Ireland Currency:Euro VAT:23%201720182019202020212022(F)64%70%73%81%88%94%Statista figure indicates that for the 2021 total,96%represe

240、nts goods and 4%services Growth rateSearch engine market shareGoogle:90%bing:8%Yahoo!:1%Most popular search engines in 2021DuckDuckGo:1%201720182019202020212022(F)3133123533895010.91%1.03%1.13%1.41%1.41%4351.31%SOURCE:EUROSTATSOURCE:STATCOUNTERSOURCE:STATISTASOURCE:IMFSOURCE:EUROSTATThis is the Ligh

241、t Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.This is the Light Version of the Report.The Full Version is only available to Ecommerce Europes and EuroCommerces members and policymakers.B2C e-commerce turnover(bn)GDP and E-G

242、DP(bn)EUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE IRELAND30IrelandPOLICIES AND REGULATION:What domestic policies,if any,are being considered that will have an impact on Irish e-commerce?The game-changer for Irish retailers has been the Covid-19 Online Retail Scheme a government grant for businesses

243、 to expand online,administered by Enterprise Ireland.This much-needed state-support has had a major impact on the e-commerce market in Ireland by enabling retailers to expand and grow online.So far,we have had four rounds of the grant of up to 40,000 funding per retailer,per round.The scheme was ope

244、n to Irish-based retailers with a physical store and a pre-existing online presence who employ ten or more people.In 2021,5m in funding was awarded in the fourth round,with a fifth round set to open for applications in 2022.The Online Retail scheme is complementary to the Trading Online Voucher Sche

245、me by the Local Enterprise Offices that offers funding of 2,500 to smaller businesses of up to ten employees.There is also a recognised underserved cohort of retailers that have significant online potential but have fewer than ten employees.Retail Excellence has been working hard on this issue and w

246、e understand from our engagements with government that additional support for such businesses may be launched in 2022.Have the new VAT regulations(July 2021)impacted the Irish e-commerce market in any way?The OSS has simplified VAT treatment for cross-border sales within the EU for retailers with so

247、me key positive and negative effects.The positives are that it has greatly simplified the VAT return process.All returns are now via the Irish Revenue Service,with whom retailers have an existing relationship and familiarity with processes and procedures.The cost and admin burden for VAT reporting h

248、as been greatly lessened for retailers who are operating at scale.One negative reported by our members is that the threshold for the entire EU,at just 10,000,is very low.Under the previous system,retailers could in effect sell up to 500k across the EU(across various thresholds for individual countri

249、es)but this has dropped to an incidental amount for most retailers.This has added to the administrative burden for smaller retailers in particular those who are selling across the EU on a smaller scale of under 500k each year.We believe the threshold should be raised to reduce this burden on retaile

250、rs.Some ecommerce platforms,such as Shopify,are calculating the correct VAT rate payable by country,at the checkout,in a simple albeit imperfect way.However,many retailers using other ecommerce platforms require further investment for development in order to achieve compliance.Again,this is another

251、additional cost.SUSTAINABILITY:What is currently happening in your market regarding sustainable transportation efforts?Logistics operators in Ireland continue to invest in greening their fleets.An Post,our national postal service,has Irelands largest electric vehicle fleet,with 1,000 EVs in operatio

252、n and 110 electric trikes delivering in urban areas.An Posts objective is to double their electric fleet to 2,000 EVs by the end of 2022.In 2021,DPD Ireland announced it was investing a further 2m decarbonising its Irish fleet,with the addition of 100 new electric vehicles by the end of 2022.The com

253、pany has already invested 3.2m since 2019 in electric vans and infrastructure.In 2021,DPD Ireland also installed air quality sensors on 104 of their delivery vans.These capture real-time street air quality data,with the information then shared for free with universities,local authorities,the Asthma

254、Society of Ireland and the public,as part of a sustainability initiative by the company to highlight the issue of air pollution.What is currently happening in your market regarding returns and/or repairs and their impact on sustainability?We are seeing mainstream retailers dipping their toes into th

255、is area but no significant developments around returns or repairs for ecommerce.Our member Brown Thomas the luxury retailer and part of the Selfridge Group introduced a number of circular services in their new 62,000 sq ft Dundrum flagship store.These include a dress rental service,luxury handbag an

256、d shoe restoration,a zero-waste retail pop-up and a returns service for beauty product containers in exchange for loyalty points.Thriftify,the online marketplace for charity shops,worked with most of Irelands charity retailers to help them connect to a wider market and unlock fundraising potential d

257、uring Covid-19.Thrifty has now launched into the UK market following a 500,000 fundraising round.Pre-loved as a category is expanding,with retailers such as Designer Exchange,Thriftify and Siopaella all operating physical and online stores.Designer Exchange has launched a partnership with Arnotts De

258、partment Store to offer pre-loved handbags and accessories online.InterviewJames ByrnePre-loved as a category is expanding,with retailers such as Designer Exchange,Thriftify and Siopaella all operating physical and online stores”Director&Chair of Retail Excellence Ecommerce ForumDuncan GrahamManagin

259、g Director,Retail Excellence IrelandContinued on the next pageEUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE IRELAND31IrelandWhat are your views on the Waste Framework Directive Packaging and Packaging Waste Directive?What impact do you think this will this have on sustainability?The Environmental Pro

260、tection Agency has warned that upcoming targets for recycling plastic packaging are going to be“extremely challenging”for Ireland to reach.Ireland will need to reverse negative trends and more than double the proportion of plastic packaging that is currently recycled.A Deposit Return scheme(DRS)for

261、plastic bottles and aluminium cans will come into force in late 2022,following legislation supporting this being signed into law in 2021.According to Repak Ireland,the country is currently exceeding the EU plastic recycling target of 22.5%.However,achieving plastic recycling targets of 50%by 2025 an

262、d 55%by 2030 under the Circular Economy and EU Legislation will require a concerted effort from everyone in Ireland.Between the start of 2019 and the end of 2020,recycled plastic packaging tonnage increased by 9%.In 2021,Repak said that in 2021,Ireland achieved a total provisional forecast recovery

263、rate of 98%,along with a recycling rate of 63.4%,subject to EPA verification in due course.TECHNOLOGY:Have you seen a shift in digitalization and technology use among retailers in this last year?If so,what changes have retailers made,particularly SMEs?We are seeing a continued and rapid shift toward

264、s online retail,with Covid-19 a catalyst in accelerating digital adoption and usage.State investment in online retail development continues,with over 5m investment by government over the last year.Many grant-funded projects now in the development phase.New.ie domain registrations increased by 24%in

265、2021 compared to pre-pandemic 2019,with tens of thousands of SMEs building websites and online stores.Irelands first-ever completely frictionless store,Market x Flutter,opened in February 2002 after being developed for Flutter by Compass Group Ireland.The store uses AI-powered computer vision techno

266、logy from leading global AI experts,AiFi,which allows shoppers to purchase items in-store without having to wait in line or stop to scan or pay.Which technologies are e-commerce industry players in your market focusing on in 2022?Technologies such as AI,VR,big data,etc.A significant trend among our

267、members is the development of virtual store experiences.3D store tours with connected shelves and products are more common than a complete VR experience,with the technology more affordable for SMEs.During the period of Covid-19,restrictions on physical retail online retailers such as Irish design st

268、ore,Kilkenny Group,or farm and garden supply store,Homeland,launched virtual stores.These developments allow customers to take part in the in-store experience and view products alongside complementary link sells and upsells.While this type of technology has progressed from the novelty stage,it is no

269、t yet very widespread.First-party data capture has become a hot topic for Irish online retailers.Digital best-of-breed services such as Klayvio and Shopify are focusing on how to facilitate first-party data capture and CRM approach to segmentation,due to less availability and therefore reliance on c

270、ookie-based data.Achieving a unified view of their customers has become a key focus in 2022 for ecommerce players.What is the conversation and feeling from the public around data privacy and protection?In Ireland,data privacy and protection are not currently contentious consumer issues.Our view is t

271、hat Irish consumers are generally pleased with the additional and significant protections afforded under GDPR.The number of Irish consumers concerned over the use of their data has fallen in the past three years,down to 25%this year,from 54%in 2018,according to Deloitte Irelands latest Digital Consu

272、mer Trends report(Jan 2022).In 2021,the Irish Data Protection Commissioner received 7,469 queries and 3,419 complaints from individuals an increase of 7%on 2020 figures.Consumers are generally fatigued with cookie and privacy notifications.Our view is that these preferences should be maintained at t

273、he browser level.CURRENT EVENTS AND E-COMMERCE:The ongoing conflict in Ukraine,initiated by Russia,is undoubtedly having an impact on markets across Europe.Have you seen any specific direct or indirect impacts on your e-commerce market from these unfolding events?We are seeing a reduction in consume

274、r confidence and this is expected to continue to deteriorate this year as the impacts of rising costs of living continue to affect Irish consumers.Fuel costs have increased significantly and this,combined with already rising supply chain costs,is driving increases in retail prices and transport cost

275、s.On a human level,many of our technology development partners have employees and contractors based in Ukraine.Their lives and work have been majorly disrupted by the war.Ireland is expected to welcome up to 100,000 Ukrainian refugees over the next year.Several members of E-commerce Europe have take

276、n action to support Ukraine.Is there anything your association is also doing,or plans to do?Retail Excellence Ireland are supporting our partner Unicef in their Ukrainian appeal that is working with teams in eastern Ukraine to deliver life-saving programs for children.We are also supporting and enco

277、uraging our member retailers who have been supporting Ukraine in various ways.Petstop,for Continued from previous pageContinued on the next pageThe Environmental Protection Agency has warned that upcoming targets for recycling plastic packaging are going to be“extremely challenging”for Ireland to re

278、ach”EUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE IRELAND32Irelandexample,has shipped truck loads of dog food,while Glanbia Ireland,an agri cooperative,has donated 250,000 nutritional meal kits and Cara Pharmacy Group has donated essential medical supplies and toiletries.These are just a few examples

279、 of some amazing work being done by Irish retailers to help the Ukrainian people.Art of Coffee owner Ruslan Mocharskyy,a Ukrainian who has been living in Ireland for 20 years,has opened Palyanytsya,a shop where everything is free of charge for Ukrainian refugeesCovid-19 revealed the importance of e-

280、commerce to Europe but as restrictions are lifted,there are concerns that citizens will head back into physical shops.Have you noticed a drop in e-shoppers,e-commerce turnover or e-commerce growth in the past year?If so,what do you attribute this to?We welcome the return to physical retail and the m

281、ajority of our members operate an omnichannel strategy with both physical and online stores.We are seeing an expected fall off in e-commerce sales compared to 2021 as the remaining retail restrictions have eased and the market settles down with retail stores now trading normally again.The reductions

282、 we are seeing are variable but,on average,between 10-25%drop YoY.Online sales in Ireland on average remain 20%up compared to pre-pandemic levels in 2019 and online retail remains a key growth area for Irish retailers.Are there any e-commerce trends specific or unique to your market you would like t

283、o share?Irelands first Amazon distribution centre opens in Spring 2022 in Dublin.At almost 60,000m2 and employing 500 staff,this will undoubtedly change the e-commerce landscape in Ireland.Consumer friction caused by customs and VAT charges for Irish customers who shop on Amazon will be lessened,whi

284、ch is a good thing for Irish consumers.Irish online retailers have benefited from this friction since Brexit,which has allowed Irish retailers to increase their share of domestic online sales from 30%to 40%over the last two years,with 60%of online spend to overseas outlets.In 2021,70%of BFCM spend w

285、ent to Irish retailers,which is a significant shift.We expect that the increased competition will be positive for Irish consumers but our members are understandably nervous and concerned about the potential disruption to the market caused by such a large operator in a small market like Ireland.Conti

286、nued from previous page33POLICIES AND REGULATIONWhat domestic policies,if any,are being considered in your market that will have an impact on e-commerce?The Consumer Rights Bill 2022 is arguably the most crucial piece of legislation to impact businesses and consumers in Ireland this year.The Bill of

287、fers renewed protections on digital goods and services,strengthening existing consumer rights,but with a renewed focus on digital services and content.In many ways,the legislation reflects the exponential growth in e-commerce that was initiated by the Covid-19 pandemic.Since consumers are increasing

288、ly buying goods online,the e-commerce marketplace is also growing,so it was imperative that our legislation reflected this.Under the Bill,consumers will be afforded rights and protections in relation to streaming,downloads and cloud products.A number of these rights include the right to a full refun

289、d as well as to exchange or repair when an online product(or service)is not fit for purpose.Over the last two years,businesses across Ireland have taken extraordinary steps in pivoting online and,as a direct result,consumers have become accustomed to the convenience of online shopping.Therefore,it w

290、as essential that the Irish Government took steps to adequately protect consumers,while providing coherent guidelines for businesses who trade online.These new measures will also help to empower Irish merchants who are looking to trade in the global marketplace.What EU policies,if any,are being cons

291、idered that you think will have an impact on the Irish e-commerce market?The EU legislative proposal on right to repair will certainly have an impact on the Irish e-commerce market,in light of the Irish governments recent publication of the Circular Economy Bill.Arguably,the most pressing challenge

292、to the growth of a vibrant,dynamic refurbished and second-hand market is the absence of a clear legal definition around a“refurbished product”.At present,such products are considered second-hand goods under EU Consumer Law.While this has been the case for a number of years,this legal definition has

293、implications for consumer rights in relation to these products,since existing protections are limited.A variety of commercial definitions has led to confusion and a lack of trust among consumers.Ireland and the EU should take a lead in defining a clear,harmonized,legal framework that includes defini

294、tions,quality standards and related contractual rights and protections on refurbished and/or repaired products.Have the new VAT regulations(July 2021)impacted your market in any way?The new VAT regulations mean that since July of last year,all goods arriving into Ireland from non-EU countries are su

295、bject to VAT.Prior to the onset of the Covid-19 pandemic,21m was spent online by Irish consumers every day,with 14 million leaving the country in orders that were being fulfilled by businesses outside of Ireland.Many of these goods emanated from third countries and were therefore not subject to VAT.

296、In practical terms,this meant that prices on these products attracted a lower price,putting Irish businesses at a disadvantage.The introduction of new VAT regulations should encourage a pivot towards Irish businesses who are selling online.This should help to provide a much-needed boost to small bus

297、inesses across the country,as we emerge from the Covid-19 pandemic.In light of the fact that so many businesses have invested heavily in enhancing their e-commerce capabilities,the new VAT regulations should act as a further incentive,encouraging consumers in Ireland to buy their goods and products

298、from Irish websites.SUSTAINABILITY:What is currently happening in your market regarding sustainable transportation efforts?As a trade-dependent economy,we certainly rely on effective logistic transport systems to support both our domestic economy and our global trade markets.In light of the current

299、European energy crisis and ongoing supply-chain issues,the movement of goods and products has become a more pressing issue for many.In the last year,the Irish government has taken a number of proactive steps to help improve our collective efforts in sustainable transport.The Low Emissions Vehicle To

300、ll Incentive Scheme offers incentives and refunds on tolls for low-emission vehicles,while the Alternatively-Fuelled Heavy Duty Vehicle Purchase Grant Scheme has accelerated the uptake of cleaner freight transport vehicles.Improving the environmental efficiency of the supply chain is crucial to achi

301、eving a low-carbon future.What is currently happening in your market regarding returns and/or repairs and their impact on sustainability?Just recently,the government of Ireland published the Circular Economy Bill,which will underpin Irelands shift from a take-make-waste linear economic model,to a mo

302、re sustainable pattern of production and consumption that aims to minimize waste and encourage the repurposing of materials and goods.This Bill has established a clear roadmap,helping Ireland to develop an economy that places refurbishment,reuse and repair at its very core.Crucially,the Bill has ens

303、hrined sustainable practices into law.While repurposing and recycling existing products had previously served as an aspirational policy ambition,it has now been deemed a statutory requirement by the Irish Government.At Digital Business Ireland,we welcomed the governments publication of the Circular

304、Economy Bill since it formally solidifies our nations sustainability goals.As Irelands leading InterviewDavid CampbellThe introduction of new VAT regulations should encourage a pivot towards Irish businesses who are selling online”Director of Digital Business IrelandContinued on the next pageEUROPE

305、E-COMMERCE REPORT 2022 WESTERN EUROPE IRELANDIreland34representative body for online businesses,we have outlined a number of recommendations to the government to help further the development of a circular economy.These include the need to establish increased transparency on second-hand products whil

306、e simultaneously fostering a greater trust of refurbished goods.What are your views on the Waste Framework Directive Packaging and Packaging Waste Directive?What impact do you think this will have on sustainability?The Waste Framework Directive provides a crucial opportunity for alignment on additio

307、nal pieces of legislation such as the Sustainable Product Initiative and the revision of the Packaging and Packaging Waste Directive.From an Irish perspective,it provides a solid statutory foundation for the development of a circular economy and is a timely arrival,given the Irish governments recent

308、 publication of the Circular Economy Bill.In terms of impact,there are a couple of measures that must be implemented to ensure that the Directive has positive implications for the sustainability objectives of businesses in Ireland.For a start,we need to ensure a streamlined approach to information o

309、n packaging,particularly in the context of a circular economy.Consumers need clear,concise information on how to dispose,recycle or reuse their products.Increasing the requirements on the volume of information which must be provided to customers is unnecessary.This can lead to the re-labelling of pa

310、ckaging or can result in packaging being discarded actions which do not align with the goals of a circular economy.Digital Business Ireland remains committed to ensuring that an effective waste management and packaging framework can be implemented.Alignment with future legislation and the objectives

311、 of a sustainable economy is crucial.TECHNOLOGY:Have you seen a shift in digitalization and technology use among retailers in this last year?If so,what changes have retailers made,particularly SMEs?Over the course of the Covid-19 pandemic,we witnessed an exponential growth in the popularity of e-com

312、merce,digital payments and purchasing services online.With bricks-and-mortar premises effectively closed overnight,businesses were forced to pivot online and quickly.Throughout the last year,in Ireland,many businesses particularly SMEs have invested in their digital functionality and have sought to

313、enhance their websites,digital marketing strategies,logistics and online payment facilities.At the start of the pandemic,we saw a surge in patriotic sentiment,with many consumers making a conscious effort to purchase from Irish websites.Our own internal research at Digital Business Ireland shows tha

314、t this initial support has dropped off somewhat.As we move forward and look to reignite that sense of national pride and encourage consumers to buy Irish online,it is imperative that Irish businesses have functional,user-friendly websites that ensure an appropriate level of compliance and data prote

315、ction.This will reassure consumers,who may be tempted by the sophistication of the websites of global brands.Irish SMEs have invested heavily in enhancing their digital capabilities,which we must now leverage.There has also been a huge rise in recruitment within the digital and e-commerce sector as

316、companies understand the importance of this area in relation to future growth strategies.Which technologies are e-commerce industry players in your market focusing on in 2022?Technologies such as AI,VR,big data,etc.Digitalization and technology are key enablers to delivering on sustainability effort

317、s.This is where we are currently seeing real focus in the Irish marketplace.Capturing data and trends in manufacturing and supply chains can help uncover crucial information on carbon impacts but,importantly,data tools help to deliver transparency to business operations.The Covid-19 pandemic brought

318、 a real acceleration in digital adoption and,as a result,there have been considerable advancements in terms of data acquisition tools,analytics and smart AI.Companies have invested heavily in different data management software such as Salesforce,which enables them to utilize data more efficiently,mo

319、nitor consumer behavior and target consumers with relevant content based on previous shopping habits.Data enables companies to effectively utilize their online channels to assist with driving customers in-store through digital marketing activities,which creates a successful omnichannel experience.In

320、novative concepts such as virtual dressing rooms are designed to enhance the customer experience and boost engagement.Companies also monitor the latest online trends across international markets through search Engines such as Google,which enables businesses to gain insights into key areas including

321、payments,logistics and culture.Over the course of 2022,I think we will begin to see a further merging of sustainability and technology.What is the conversation and feeling from the public around data privacy and protection?Trust remains a key issue when it comes to data privacy and protection.More t

322、han anything,consumers need to feel confident that their data is being treated with the utmost confidentiality and that businesses are fully compliant with GDPR regulations.In light of this,Digital Business Ireland published our Cybersecurity Guide last year,which provided a range of tips to Continu

323、ed from previous pageEUROPE E-COMMERCE REPORT 2022 WESTERN EUROPE IRELANDIrelandContinued on the next pageInnovative concepts such as virtual dressing rooms are designed to enhance the customer experience and boost engagement”35ensure that businesses across Ireland were equipped with the necessary i

324、nsights on Irish data protection legislation.A number of high profile security and information breaches have taken place in Ireland over the last year,which has certainly impacted on consumer trust levels and may have led to a certain level of apprehension among customers when buying goods online.We

325、 find that in Ireland,the vast majority of businesses have a high level of compliance with data privacy laws.This is something that should reassure consumers.CURRENT EVENTS AND E-COMMERCE:Covid-19 revealed the importance of e-commerce to Europe but as restrictions are lifted,there are concerns that

326、citizens will head back into physical shops.Have you noticed a drop in e-shoppers,e-commerce turnover or e-commerce growth in the past year?If so,what do you attribute this to?E-commerce continues to remain largely popular this is a reflection of the successful pivot online of so many businesses thr

327、oughout Ireland.Buying goods online offers a level of convenience and flexibility that so many of us have become accustomed to.It is unlikely that these pandemic trends will ever revert.At the same time,some customers still prefer the experience of shopping in-store,particularly for more expensive p

328、roducts.Therefore,where possible,businesses should aim to offer a multichannel experience to their customers one which incorporates an online element and offers the option of purchasing in-store.At Digital Business Ireland,our advice to businesses would be to build resilience and flexibility into th

329、eir operations by investing in a well-designed,user-friendly website and online payments system.While we may have expected to see a drop in e-shoppers or a decline in e-commerce turnover,this has not been the case.This can be attributed to a preference for online shopping among consumers,businesses

330、investing in their digital operations and the emergence of multichannel retail.Are there any e-commerce trends specific or unique to your market you would like to share?At Digital Business Ireland,we undertake regular market research in order to gain a more fulsome understanding of emerging e-commer

331、ce trends.Most recently,we conducted a nationwide survey on consumer attitudes towards sustainability when shopping online.The results of our Digital Insights research showed that despite common perceptions that it is younger people who most consider sustainability when purchasing goods and services

332、,it is in fact older generations who are leading the charge on this.Our research demonstrated that while 39%of 18-24 year olds either always or sometimes consider sustainability when shopping online,this figure leaps to 51%for those aged 65+.In addition,while more than a third(37%)of those earning l

333、ess than 5k always prioritize sustainability when buying goods and/or services online,just 6%of those earning over 80k do the same.Evidently,there is a disparity between climate policy ambitions and consumer attitudes towards sustainability.In Ireland,we need to bridge this gap.Our research highlights the need for strategic national awareness campaigns across Ireland,aimed at educating customers o