SMART LOCKERS AND PUDOS: THE NEW BET FOR E-COMMERCE IN MEXICO

The last mile under pressure

E-commerce in Mexico has become one of the fastest growing engines of the economy. According to the Mexican Online Sales Association (AMVO), digital sales in 2024 surpassed 690 billion pesos, with a consumer base that continues to expand year after year. Yet this boom has also exposed one of the sector’s biggest headaches: the “last mile,” the final stretch in which a package travels from a distribution center to a customer’s door.

This stage is critical because it concentrates the majority of delivery costs. Estimates suggest it accounts for more than half of the total, and it is also where the greatest problems arise: heavy traffic, inaccurate addresses, customers not at home, failed deliveries, and theft in vulnerable areas. Solving this bottleneck is essential for companies to remain profitable and for consumers to stay satisfied. Against this backdrop, smart lockers and pickup-drop-off points (PUDOs) have begun to emerge as innovative solutions that promise to reshape urban logistics.

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What are they and how do they work?

Smart lockers are automated cabinets that allow customers to collect packages at any time of the day. After a courier deposits the parcel in a compartment, the customer receives a QR code or PIN to open it. The system is designed to avoid failed deliveries and give flexibility to users who are not usually at home during business hours.

PUDOs, on the other hand, are built through partnerships with local shops such as convenience stores, dry cleaners, or stationery stores that act as pickup and drop-off points. The simplicity of this model explains its rapid expansion, since it relies on businesses that already exist and does not require expensive technology. Although different, lockers and PUDOs are complementary. Lockers bring a tech-savvy, self-service experience aligned with digital habits, while PUDOs offer trust, familiarity, and broader territorial coverage.

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Lessons from abroad: what Mexico can learn from Europe and the U.S.

Mexico is not inventing this model. In other parts of the world, lockers and PUDOs have been operating successfully for years. In Poland, InPost has deployed more than 22,000 lockers that are now fully integrated into the daily routines of urban shoppers. In Spain, the national postal service Correos offers “CityPaq” lockers in supermarkets, universities, and metro stations, turning self-service into a regular part of urban life. In the United States, Amazon has taken the idea further with Amazon Hub Lockers located in pharmacies, gas stations, and grocery stores, making them a core piece of its omnichannel strategy.

The lesson is clear: once consumers grow accustomed to these options, they see them not just as convenient alternatives but as an essential standard of the shopping experience.

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Mexico in motion: progress, setbacks, and strategies

The Mexican market has advanced more cautiously, though some key players have made bold moves. Amazon launched its first lockers in 2019, installing them in shopping malls, universities, OXXO convenience stores, and service stations, mainly in large cities like Mexico City, Monterrey, Guadalajara, and Querétaro. The process is simple and has already built a loyal base of users.

Estafeta, a major logistics provider, tested a pilot program of lockers in 2021 but soon realized that cultural adoption was still a barrier. The company then shifted its focus to developing a wide network of PUDOs, including small shops and dry cleaners, with more promising results. DHL has also rolled out lockers and self-service kiosks across several states, from Sonora and Chihuahua to Jalisco and Veracruz, offering broader reach beyond the capital. Meanwhile, startup 99minutos has leaned almost entirely on the PUDO model with its Punto99 network, which already counts thousands of neighborhood locations for pickups and returns.

Together, these cases show that there is no single formula. Some companies are betting on the infrastructure and technological sophistication of lockers, while others prefer the scalability and low cost of PUDOs.

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Obstacles and opportunities: what is holding Mexico back?

Despite the potential, adoption in Mexico still faces significant hurdles.

- Weak regulation: There are no clear rules for installing lockers in public spaces, limiting their placement to private areas such as malls and universities.

- Security risks: Vandalism and theft undermine user trust and increase operationa lcosts.

- High investment: Each locker installation can cost tens of thousands of dollars, and profitability requires at least 70% occupancy.

- Consumer culture: Many Mexican shoppers still prefer home delivery and remain unfamiliar with the benefits of self-service.

Yet these challenges also present opportunities. Public-private partnerships could enable lockers to be placed in transportation hubs or government offices, while education campaigns could shift consumer habits and build trust in the model.

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The real impact on logistics and customers

The benefits are evident. By consolidating deliveries at a single point, companies reduce transportation costs and raise the rate of successful deliveries. For consumers, the ability to pick up a package at any time eliminates frustration and speeds up returns. PUDOs also bring a local economic boost, providing small businesses with extra income and additional foot traffic.

Lockers, meanwhile, offer a modern and secure touch, fitting seamlessly into an urban lifestyle where time and flexibility are increasingly valuable. In both cases, these solutions not only address a logistical problem but also reshape the shopping experience.

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Will lockers and PUDOs become Mexico’s e-commerce backbone?

Globally, the smart locker and PUDO market is projected to grow at more than 12 percent annually through 2030. For Mexico, success will depend on three fronts: strategic alliances to secure prime urban locations, consumer education to normalize self-service, and technological integration with mobile apps, geolocation, and sustainable mobility solutions.

If lockers and PUDOs can be combined effectively, Mexico could make a qualitative leap in logistics infrastructure and meet the rising demands of its e-commerce ecosystem.

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A passing trend or a long-term solution for the last mile?

Smart lockers and PUDOs are far from a passing fad. They represent a structural response to the logistical challenges of a country where e-commerce keeps expanding. While regulatory, cultural, and financial barriers remain, the experiences of Amazon, Estafeta, DHL, and 99minutos show that the groundwork has already been laid.

The future of last-mile delivery in Mexico will depend on the ability to blend technological innovation with accessible solutions close to consumers. If cultural resistance can be overcome and strategic alliances are built, lockers and PUDOs could become the backbone of a more efficient, secure, and sustainable urban logistics system.