Retailers' supply chains were stretched by record online sales this Christmas, with the greatest pressure falling on home delivery networks.
IMRG, the trade body for online retailers, expects its members to reveal total online sales of £7bn for the 10 weeks leading up to Christmas.
James Roper, IMRG's CEO, said, "Home delivery is the last main structural problem for the industry. It is a horrendous problem. We estimate that 12% of deliveries fail first time for internet shopping."
Retailers had to manage their supply chains to cope with three large peaks in Christmas trading. The biggest peak was 27 December when online retailers received more than 10 million visits to their sites.
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