With online shopping booming, Australian online retailers can increase sales and convert visitors to customers by enacting changes to their delivery and returns systems. Delivery, returns, and theft concerns make online shoppers cautious, and this impacts online retailers. It’s not good for a brand’s reputation if deliveries don’t arrive as intended or go missing – as a consequence, brands suffer from poor customer experience.
A survey recently undertaken by Hubbed revealed 75.2% of online shoppers have had to contend with missed deliveries, re-scheduling deliveries, incorrect delivery address, inconvenient pick-up locations, and longer than advised delivery times.
As online shopping in Australia continues to grow with a recent 4.8% rise in December compared with December 2020, this increase in consumer behaviour has a flow on effect when it comes to the last-mile delivery sector and potential delivery hiccups.
Top tips for improving eCommerce delivery and returns:
Offer multiple delivery options
This satisfies increasing consumer demand for choice and control. Customers are placing just as much emphasis on how and where they receive their purchase as the purchase itself. Same day, next day, and express delivery options are just the start.
Ensure you have a good returns model in place
A strong refund and returns policy can mean the difference between converting a visitor to a customer. A sound returns policy gives confidence to the buyer, while a streamlined refund process, preferable with a convenient drop-off location, offers peace of mind and helps combat buyer hesitancy.
Consider sustainability
Reducing your carbon footprint and showcasing actions taken towards sustainability resonates with customers. Brands should be thinking about everything from their packaging materials to delivery services. Delivery to collection points typically reduces carbon emission by 43% versus delivery to home. Further missed deliveries create an extra burden on our roads and environment.
Support Local
Australians have an innate desire to support Australian business and hyper-local services. Consider partners and suppliers who are using Aussie products in all parts of your product or service delivery. Online shoppers will notice and appreciate it.
Have a strong click and collect offer
Enabling customers to choose a click and collect option at a location near them offers increased reliability, convenience, and lowers your carbon footprint through less traffic congestion and CO2 emissions. Secure parcel delivery also means less temptation for Porch Pirates!
