Free or next-day shipping? Sustainable packaging or same-day delivery? When it comes to e-commerce shipping, these are just a few of the decisions that can make or break not only your bottom line but also your business’s long-term success.
Based on recent data, more than 50% of shoppers report that free shipping, delivery speed, in-stock product availability, free returns, and quality customer service influence whether they press the “Checkout” button.1
So how can businesses streamline their shipping operations, exceed shopper expectations, and boost customer loyalty?
In this guide, discover helpful tips and strategies to optimize your e-commerce shipping process.
First: What is e-commerce shipping? E-commerce shipping refers to the fulfillment and delivery of items that are purchased online.
Before we dive in, here are some shipping-related terms to know:
Factors like shipping speed, cost, and reliability may influence how customers perceive a retailer’s online shopping experience. Therefore, unexpected delays, high shipping fees, or damaged goods can lead to dissatisfaction and decreased customer loyalty.
According to a UPS survey, 90% of customers said fast and reliable shipping plays a role in their satisfaction with a purchase.2 At the same time, personalized shipping — for instance, choosing the arrival day and tracking packages — is just as important, with 87% of customers reporting that they’d be more likely to buy from a specific retailer that provided these options.2
Choosing the right shipping strategy can impact both profitability and customer satisfaction. Here's an overview of common options:
Learn more about choosing the right shipping method.
No customer wants to open their package and find a damaged product. To safeguard items during transit and help prevent breakage, consider these tips:
With approximately 41% of retailers citing unreliable carriers as a challenge, it’s important for businesses to do their due diligence when picking a shipping company.2
The choice ultimately depends on your business’s specific needs, budget, and shipping destinations. Meanwhile, platforms like PayPal often collaborate with multiple carriers, which may simplify the shipping process by providing various options and competitive rates.
Take a closer look at shipping pricing strategies here.
Order fulfillment involves several key steps. Here’s a general breakdown:
Technology can play a vital role by automating tasks, managing inventory, and providing real-time tracking. Implementing software solutions and barcode systems can streamline the order fulfillment workflow, enhancing accuracy, speed, and, ultimately, customer satisfaction.
Looking to control shipping costs? Here are some strategies that may help:
Real-time tracking offers customers visibility into the status and location of their orders. By communicating shipping updates via email or SMS, including estimated delivery dates and any potential delays, businesses can foster trust and loyalty.
Encourage customers to track their orders through user-friendly interfaces, and promptly address inquiries and issues. Explore more tracking and shipping best practices.
Even after an order is delivered, the shipping process isn’t quite over. Handling returns, exchanges, and other shipping-related issues, such as damaged products or wrong items, is a critical part of the cycle.
A hassle-free returns process may include clear return policies, pre-paid return labels, and a straightforward online return portal. Timely refunds or exchanges and responsive customer support are essential, too.
By prioritizing an easy and efficient returns process, e-commerce businesses can not only resolve issues swiftly but also turn dissatisfied customers into loyal ones.
A small business may only be as strong as its shipping process. From picking the right carrier to fulfilling orders and creating a memorable unboxing, every step is an opportunity to impress your customers.
Don’t stop there: Check out more articles about e-commerce strategies and best practices.
In partnership with three expert business owners, the PayPal Bootcamp includes practical checklists and a short video loaded with tips to help take your business to the next level.
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