Innovative self-service technologies are on the rise and reception boxes provide the opportunity for ‘unattended’ home deliveries. As such, an extension of the service portfolio offered by CEPs, is undergoing a shift. Hence, adding greater customer value through the extension and development of the service portfolio, will initially not only touch upon the last mile but certainly have an immense impact on the last mile delivery.

The purpose of this study is to contribute to existing knowledge and theories in regards to reception boxes and their implications on the last mile delivery for B2C e-commerce in Sweden.

A qualitative research method is used in order to investigate the topic. Moreover, a multiple case study approach was applied, where data was gathered from two stakeholder groups through semi-structured interviews. Findings were strengthen through information verification by the interviewees.

CEPs have acknowledged the significant benefits provided to last-mile deliveries by the potential implementation of reception boxes. Ten last- mile opportunities and ten challenges were identified. Furthermore, from a structural perspective, the last-mile structure for deliveries to reception boxes aligns with the last-mile structure of attended home deliveries. Moreover, the implementation of reception boxes diminishes failed delivery attempts. Therefore, rerouting and returning parcel items, which contributes to the extension of the last-mile will be void, initially providing more efficiency.