Assessing sustainability risks in last mile delivery of B2C E-commerce: a Delphi study

Purpose Recent trends in business-to-consumer (B2C) e-commerce indicate rising consumer demand for efficient, rapid and sustainable deliveries, making last mile delivery (LMD) increasingly vital. This study investigates the previously underexplored dimensions of sustainability in LMD within the Indian B2C e-commerce context by examining the associated risks and their corresponding mitigation strategies. Design/methodology/approach A three-round Delphi study was conducted with 33 experts to establish a comprehensive and consensus-based understanding of sustainability risks and mitigation strategies in the LMD of B2C e-commerce. Findings This study identified several novel types of sustainability risks and corresponding mitigation strategies. It develops a theoretical framework that categorizes these risks and strategies using diverse theoretical lenses. Additionally, eight key propositions are formulated as major contributions. Research limitations/implications This study addresses the gaps in LMD research by linking risks with sustainability using the TBL, STM, SCOR, stakeholder and institutional perspectives. It identifies and maps new sustainability risks and strategies and develops a holistic sustainability risk and mitigation framework for decision-making. This study’s outcomes provide actionable insights for e-commerce policymakers and practitioners to enhance the efficiency, sustainability and resilience of LMD operations. Originality/value This study explores sustainability risks in B2C e-commerce LMD through the theoretical lenses of the triple bottom line (TBL) and systems theory of management (STM), with particular attention to product returns as a major sustainability concern. It further leverages the supply chain operations reference (SCOR) model to formulate actionable strategies.