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Transparent and trackable delivery key to direct-to-consumer cross-border ecommerce study says

Delivery cross-border needs to be trackable (Image: Yodel)

More than half (55%) of shoppers won’t purchase from an international website if the retailer doesn’t provide an indication of when the item will be delivered and they demand transparent delivery costs up front.

Providing trackable shipping details and transparent delivery costs will be key to converting cross-border sales during Peak 2021, according to new consumer data from ESW (formerly eShopWorld), the world’s leading cross-border DTC ecommerce company.

ESW’s ‘Global Voices: Pre-Peak Pulse 2021’ survey of almost 15,000 consumers across fourteen countries showed delivery is the number one customer service issue facing retailers and brands – with 76% percent of respondents saying they are more likely to shop across borders if transparent and trackable shipping details are provided. 

Understanding and addressing international consumers’ expectations will drive higher adoption for retailers with more than half of all consumers (55%) saying they won’t purchase from an international website if the retailer doesn’t provide an indication of when an order will be delivered.  62% of respondents are more likely to purchase if they are given a clear delivery timeframe at the time of purchase.

Tracked shipping is just one way brands and retailers can drive higher purchase rates from international shoppers.  Understanding the costs of shipping prior to purchasing—inclusive of taxes and duties, if any—was critical to more than three-quarters (76%) of those surveyed. 

More than half (57%) of consumers indicated that they would be happy to accept a longer delivery window in exchange for free shipping. However, British retailers looking to optimise sales to consumers in its top global markets should note 59% of German and 56% of French respondents indicated international deliveries should arrive within the same timeframes as domestic orders.

Martim Avillez Oliveira, Chief Commercial Officer, EMEA and APAC at ESW comments: “We’re expecting to see increased demand in global direct-to-consumer shopping during Peak 2021, particularly as consumers prioritise lower costs and unique or exclusive products that may only be available outside their own locality.”

“Providing delivery timeframes, encouraging early purchasing to avoid disappointment, offering tracked delivery, and indicating delivery costs pre-purchase help consumers feel more in control of the process. Meeting customers’ expectations with transparency and clear communication are the key components required for brands to drive more international direct-to-consumer purchases during the critical Peak period,” Avillez Oliveira concludes. 

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