Dotcom Distribution 2022 E-commerce Consumer Study Post-Pandemic E-Commerce Consumer Expectations01 04 09 16 23 29 Executive Summary E-commerce Landscape & Trends Online Shoppers Have Kept Certain Standards Purchase Behavior The More Brands Give, The More They Get Omnichannel Shipping FreeRulesShipping Returns More Important Than Ever Before Post-Pandemic Consumers Expect a Holistic Experience 35 44 49 62 69 70 Methodology Packaging Less is More Sustainability Luxury Shoppers Luxury Purchases Lead the Way in E-commerce Beauty Consumers About Dotcom Distribution Greener Choices Build Business Where and Brand Image Cost-Conscious and Eco-Friendly IntersectExecutive Summary For the past 22 years, customer experience has guided Dotcom Distribution’s operations, helping emerging brands deliver thoughtful, exciting, convenient, unique experiences to customers through best-in-class order ful?llment. Dotcom Distribution conducts this annual e-commerce Consumer Study to follow and report on the experiences and behaviors of U.S. online shoppers, determine patterns and trends, and identify opportu