What do your customers want from online delivery & returns?

It’s time to close the gap…

eCommerce growth is on the rise – in fact, it’s estimated that online shopping will account for 30% of all retail purchases by 2024*, and the recent Covid19 pandemic has only accelerated this growth.

But now is not the time to rest on your laurels. Yes, eCommerce is booming but as we continue to get back to some normality post-Freedom Day, competition will be fierce, and consumers will expect more flexibility and convenience as workers return to offices, children return to schools and busy lives return to normal.

Research shows time and again that, last mile delivery and returns options directly influence consumers’ decisions to purchase – and purchase again.

According to our Consumer Home Delivery Review with IMRG, almost HALF of all consumers have abandoned a cart because the delivery options on offer weren’t convenient. When it comes to returns, the stakes are even higher with 73% of consumers stating in the recent survey by ZigZag that they would not buy again from a retailer after a bad returns experience.

Retailers who think a ‘one size fits all’ approach to delivery and returns is good enough, do so at their own peril as not only can it end the purchase before the customer has even clicked ‘add to basket’, but it will almost certainly diminish the likelihood of them buying again.

Furthermore, the consumer is not discerning whether they are buying online via your website or from a marketplace – they expect to have the same seamless delivery and returns experience every time, regardless of where they buy from.

It’s clear there is still a very big gap between what consumers expect and want from their online delivery and returns experience – and, what they actually experience.

A Good Delivery Experience = Sales Success!

The convenience of online shopping has piled pressure on retailers to meet (and exceed) ever-more-demanding consumer expectations. Delivery and returns have become key to helping brands stand out and differentiate themselves against competitors – especially on online marketplaces where consumers will directly compare retailers on the same site.

It can feel like there’s a race to the finish line with delivery – it’s either got to be lightning fast or completely free. But you can offer customers something more and something better. What customers really want is convenience and choice. They are looking to have the flexibility to choose the delivery service that causes the least disruption in their day to day lives, whether this be next day, a specific time or day or click and collect at a range of price options – especially as post-Lockdown life will be much busier for consumers!

Offering a choice of delivery options at the checkout can be the difference between a customer completing a sale or abandoning it altogether as 45% of customers say they will abandon a purchase if there is a lack of convenient delivery options**.

Don’t Leave Returns Behind….

As many retailers focus on the importance of delivery, returns continue to be a bit of an afterthought. Yes, they are frustrating and costly but there is a common misconception that making returns too easy can lead to ‘serial returns’ behaviour. However, some 42% of shoppers have returned something in the last 6 months,* so there really is no getting away from returns.

If we think about this differently, a poor returns experience not only prevents future returns but future sales too. And with so many returns taking place on a daily basis, just think how many potential sales that could be if you make the returns process a great one.

78% of consumers consider the quality of a returns service when choosing where to shop and 85% of consumers have a preference of how they would like to make a return^.

Your returns policy can give customers confidence to buy for the first time, while a good returns experience gains trust, repeat purchases and long-term customer loyalty.

In fact, 92% of shoppers who have received a good returns experience make repeat purchases^.

How Can Retailers Provide A Seamless Delivery & Returns Experience?

Perfecting the delivery experience isn’t easy, especially during and after a pandemic when customer expectations can shift dramatically from one day to the next. That’s why it’s going to be important to provide the flexibility of a wide range of delivery options with accurate and consistent delivery updates and simple returns – all without additional cost.

Multi-carrier delivery really is at the heart of the solution. Having multiple carriers and delivery services at your fingertips gives you the breadth of service and flexibility to offer customers the choice and convenience they’ve come to expect – as well the contingency to switch services if you need to.

Did you know that according to IMRG, lack of choice of delivery is the 2nd highest reason for cart abandonment, after cost of purchase?

This just shows how many sales are lost because of delivery – but it’s an easy thing to put right!

There’s a common misconception in online retail that consumers want delivery that’s fast or free.

But in our experience, retailers that offer a wide choice of delivery see around 16% more basket conversions! It all comes down to convenience…

How can your delivery help your customers buy more easily and more frequently?

How can you simplify cross-border shipping and expand global sales?

There is plenty of opportunity for global growth, but one thing is for sure, shipping cross-border isn’t straightforward, especially now that we’ve left the EU. Complex customs processes, high shipping costs and lack of local knowledge can all put businesses off from actively targeting to customers overseas. If this is you, there is an easier way.

Go paperless with returns

78% of consumers look at the returns policy when choosing where to shop, so it’s clear that returns can have as much of an impact on sales as delivery. If consumers are unsure about a returns policy they’re unlikely to take a risk and will shop elsewhere.

Paperless returns are quickly becoming the industry standard and it’s easy to see why. It’s the easiest way to offer customers a wider range of returns services, including exchange options, to for greater flexibility and convenience. It also allows for faster refunds, because you can see what items are being returned and why, before they arrive back at goods in. All of this creates a smooth and seamless customer experience that keeps customers coming back for more.

Helping eCommerce businesses see success

At GFS, we combine our expertise and services with innovative technology to help you turn your multi-carrier approach into your competitive advantage. We can help you streamline and simplify your delivery operations to meet the needs of customers across the globe – and empower you to sell more.

To test your current readiness and capabilities, take one of our quizzes now…