What delivery options do US customers expect?

LinkedIn Twitter Facebook

 

Author: Becca McDonald, eCommerce Worldwide

Excellent customer service is an expectation in the US, with people there used to a high level of service across all areas of their daily lives.

Naturally this extends to online shopping, with domestic retailers often offering exemplary customer care, free returns and expedited shipping. In fact, online marketplace NewEgg stipulates that third-party merchants must update their customer with tracking information within 72 hours or face their order being voided.

 

Fortunately, 40% of shoppers in the US are happy to buy from abroad. Research from United Postal Service reports that US customers greatly appreciate ‘free’ shipping, with over half more likely to take up an email offer that promotes this. Apparently, it is even more important to be upfront when it comes to shipping costs, with 56% of shoppers abandoning their cart when shipping costs were found to be more expensive than initially projected.

 

US Delivery Options

 

International sellers have an edge over domestic ones for two main reasons: 49% of shoppers thought foreign retailers offered better prices (perhaps evidenced in the wake of Brexit with 27% of British eCommerce purchases being sent cross-border since the vote to leave the EU and resulting drop in the pound). Secondly, 43% said that they shopped from foreign sites in order to find things that aren’t stocked by US retailers.

 

As in the UK, collect-from-store options are increasingly popular as a way to reduce delivery costs and allow the customer to collect at their convenience. Additionally, the same survey found that although next-day delivery is a bonus, US shoppers are in fact happy to wait an average of six days for ‘paid-for’ delivery and eight days for ‘free delivery’.

 

It is very important to consider alternate delivery options such as these and ways to manage delivery when customers may not be around to receive it personally. If a customer is away on business for a week, you need to consider alternate options such as holding the package at the nearest distribution centre, or leaving with a neighbour.

 

Delivery Options in the USA

 

Finally, it is crucially important to make sure you have a clear returns process. According to the UPS study, less than two-thirds of US consumers are happy with the current experience they have when it comes to returns, which presents an opportunity for new e-tailers in the market to offer an improved service.

 

Key components of a good returns process would start with clear information on the website about the process and any costs involved (bonus points for a free return included in the cost of the sale), the opportunity to print a label and information about how parcels can be collected or dropped off. Once the return has been processed, customers would expect tracking information and a speedy refund process.

 

Managing this process as an international retailer means selecting a trustworthy carrier who can process both shipping and returns with minimal fuss or potentially looking into a third-party solution to take care of bulk returns. For more information, please consult our USA ‘passport’ guide.

 

For more information, please consult our USA ‘passport’ trading guide.

 

LinkedIn Twitter Facebook

Black Friday growing strongly in Brazil

Black Friday growing strongly in Brazil

The phenomenal performance of Black Friday rippled around the world and Brazil was no different with eCommerce Brasil reporting billions in sales. So what are the figures coming out of Brasil on this bargain-hunting shopping day?
eCommerce in Brazil: Going local is key

eCommerce in Brazil: Going local is key

As with anywhere, Brazil has its fair share of problems – but with a population of 200 million, a tech-savvy and consumption-driven middle class and arguably the most internet-connected population in the world, is Brazil seen as a necessary evil for international merchants looking to expand internationally?
Why international e-tailers should re-visit the top of the funnel

Why international e-tailers should re-visit the top of the funnel

The role of brand awareness is increasingly critical to international expansion and with various platforms offering better reach and targeting than ever before, why is it important for international retailers to revisit the top of the funnel to help create a more compelling picture?
Quality of delivery offer important to Dutch shoppers

Quality of delivery offer important to Dutch shoppers

Cross-border eCommerce in Belgium and the Netherlands is making big strides and with a population of 28 million people and combined GDP of €1.08trn and English spoken widely, it’s no wonder it offers an attractive market to international merchants looking to expand into new territories. But does the quality of delivery offered that important to Dutch shoppers?
How to maximise your chances of success in India

How to maximise your chances of success in India

eCommerce is growing at an unprecedented rate in India thanks to a number of factors and with the percentage of online retail sales growing rapidly, what do retailers need to consider in order to maximise their chances of success in India?
What do Russian consumers want when it comes to cross-border shopping?

What do Russian consumers want when it comes to cross-border shopping?

Russia is the 9th biggest country in the world with roughly 30 million online Russian shoppers in 2015 which only continue to grows in 2016. However, with cross-border shopping being the fastest-growing segment of the Russian eCommerce market, what do Russian consumers want when it comes to cross-border shopping?
The importance of understanding what it is to be Russian

The importance of understanding what it is to be Russian

Russia, in terms of internet penetration, did lag behind most other European countries but is rapidly playing catch up. Not surprisingly, eCommerce has increased alongside internet penetration with an estimated 148 million orders generated in 2015. But with so many unknowns surrounding entering the Russian market, what are the golden rules?
What should retailers know about Russian attitudes to parcel deliveries?

What should retailers know about Russian attitudes to parcel deliveries?

Russia offers a potentially attractive market for international merchants, however the market needs careful consideration in order to get it right. Things to take into account include the distinctly different Russian way of thinking, along with the legal rules and political context of the country. So what are the key things retailers need to know?
Retail Pricing in a post-Brexit world

Retail Pricing in a post-Brexit world

Since Brexit, a number of events have taken place which has meant the price of items has significantly dropped in the UK. But what are the affects of the UK leaving the European Union on retail pricing?
Australia extends tax to foreign eCommerce

Australia extends tax to foreign eCommerce

For a number of valid reasons, Australia is still a destination firmly in the minds of any business looking to expand into the APAC region. With an attractive foreign eCommerce tax law favoring companies coming into Australia, what are the big changes coming down the line in 2017?

Contact Us

eCommerce Worldwide
2 Ching Court
49-53 Monmouth St
London
WC2H 9EY

Tel: 0203 696 0980
2016© eCommerce Worldwide

Keep In Touch

powered by Affino

About eCommerce Worldwide

eCommerce Worldwide provides online retailers with all the information, and resources, they need to develop cross-border strategies for entering new markets around the world
Read More