D4.3 | CodeZERO Communications Guidelines

E-commerce is expanding rapidly, but current consumer delivery and return choices often prioritize low prices and convenience over sustainability. Few retailers make sustainable options visible, and even fewer communicate their benefits effectively.

CodeZERO Deliverable 4.3 addresses this gap by providing practical communication guidelines to help retailers and carriers present information on the sustainability of delivery options in ways that influence real consumer choices — not just consumer intentions.

The guidelines offer a practical tool for influencing delivery and return decisions efficiently, covering the entire customer journey — from how consumers first learn about online offers, through the shopping and checkout process, to the final delivery phase involving the carrier. They are designed to be applicable across all product categories and types of online shops.

This deliverable focuses on developing the content of the guidelines. Their usability will be enhanced through pilot testing in real operational contexts, with lessons learned informing a refined version to be released in 2026.