This chapter significantly updates the corresponding chapter in the 4th edition of this book.  It begins by reviewing the continuing growth and restructuring of the online retail market and goes on to examine the logistical challenges faced retailers selling goods online.  Where should multi-channel retailers pick online customer orders – in their shops or in separate ‘fulfilment centres’? Should the delivery operation be outsourced or kept in-house?   What delivery ‘time-window’ should consumers be given? How can one minimise the proportion of failed deliveries? What opportunities are there for ‘unattended delivery’ to a reception box? Can delivery be to a collection point rather than the home? How should the flow of returned items be managed?  How is new technology impacting on the last-mile delivery of online orders. These are some of the key questions discussed in the chapter.

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