Discover how Artificial Intelligence, automation and sustainable packaging are reshaping consumer behaviour and driving repeat sales for online retailers.
Online retailers are operating in a market defined by rapid technological acceleration, tightening sustainability legislation (such as the EU’s Packaging and Packaging Waste Regulation) and rising operational complexity.
Based on a comprehensive survey of 6,000 consumers across the UK, France, Germany, Poland, Sweden and Türkiye, the Mondi Whitepaper 2026 (in partnership with RetailX) provides online retailers with critical data to navigate this new landscape. Discover why sustainable, fit-for-purpose packaging has evolved from a functional requirement into a strategic performance driver.
Report Highlights: What Retailers Need to Know
- AI is taking the wheel: Artificial Intelligence is fundamentally changing the digital customer journey. 60% of shoppers use AI tools for product research and more than half are now willing to let AI act on their behalf to make purchasing decisions.
- The ‘Oversized Packaging’ Penalty: Consumers severely punish overpackaging. 72% of shoppers say they will avoid shopping with a retailer again if oversized packaging is used.
- Unboxing drives customer loyalty: 67% of consumers state that packaging features (like shape, material, and personalisation) create an unboxing experience that directly encourages repeat purchases. For Gen Z, this rises to 79%.
- The Sustainability Paradox: While demand for sustainable packaging is at a record high (86%), the report uncovers a vital generational divide: 1 in 5 Gen Z shoppers knowingly dispose of recyclable packaging in general waste, highlighting a crucial need for clearer recycling instructions from retailers.
- Shoppers will pay for perfection: Adequately protecting goods helps retailers avoid return costs, but consumers will also share the burden. More than half (53%) of online shoppers are willing to pay extra for packaging that best suits their needs, and 25% are always willing to pay for returns
Equip yourself with the insights needed to navigate the AI revolution, meet sustainability demands, and transform your packaging into a powerful driver of customer retention.
