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1、RETAILCOMMERCE 360THE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSOCTOBER 2024Compliments of Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360OVERVIEW 4WHEN SHOPPERS PAY FOR MEMBERSHIPS AND SHIPPING 8INSIDE SHOPPERS VIEWS

2、 ON RETURNS 19HOW CUSTOMERS VALUE FAST AND FREE SHIPPING OPTIONS 28ABOUTThe authors 39Digital Commerce 360 41SPONSOR ARTICLESMelissa 6How address verification improves the online shopping experience and boosts your bottom line Vargo 12Technology drives change and efficiency in fulfillment and delive

3、ryOSM Worldwide 17Effective fulfillment starts with efficiencyLinnworks 23Faster fulfillment processes all under one platform Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360CHARTSDo you belong to any of the following fe

4、e-based membership programs?8Do you belong to any of the following fee-based membership programs?10How has being an Amazon Prime member influenced your perception and expectations surrounding online order deliveries?11What percentage of your online orders over the past 6 months have included free sh

5、ipping,outside of those placed on Amazon com?14What are the reasons you may decide to pay for shipping when shopping online?15Thinking about everything you purchase,what percent of all your purchases do you typically return?20How do you expect your return behavior to change in 2024?20How do you expe

6、ct your online return behavior to change in 2024?21How do you expect your return behavior at physical stores to change in 2024?21Which of the following aspects of returning online orders do you take into consideration when making an online purchase?22Why do you find free return shipping so appealing

7、?25What,if anything,do you find frustrating when returning items that were purchased online?26In thinking about the returns you have made or considered making in the past 6 months,which of the following best reflects the changes you have seen in overall return policies?27In thinking about the return

8、s you have made or considered making in the past 6 months,which of the following best reflects the changes you have seen in return policies?27When selecting retailers to do business with online from a shipping and delivery point of view,which are the most important factors?29Which of the following h

9、ave been part of your online order experiences in the past 6 months?30Which of the following have been part of your online order experiences relative to your shopping cart and beyond in the past 6 months?32Which of the following shipping and subsequent return scenarios have been part of your online

10、shopping experiences in the past 6 months?34Which of the following best describes your sentiments about environmental concerns when it comes to a retailers policies and shipping practices?35How comfortable are you with the following types of delivery experiences?36What would make you more comfortabl

11、e with these alternative delivery options?37 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360The economic and supply chain shocks that rattled online retail in the wake of the COVID-19 pandemic unearthed core questions a

12、bout the industrys trajectory for the rest of the 2020s.However,important signs of adaptation,stabilization and even growth become clear when looking at key datapoints and milestones from 2023 and 2024.These developments extend from sales totals on through fulfillment and into the evolution of omnic

13、hannel offerings for retail chains.For starters,look at the results from retailers in the Top 1000,which is Digital Commerce 360s database that ranks North Americas top retailers by online sales.These merchants together topped$1 trillion in global online sales for the first time in 2023,hitting$1.06

14、6 trillion,according to Digital Commerce 360s analysis.As success during the 2023 holiday season made that year-end total possible,shipping carriers improved and optimized to hit their best on-time delivery rates of the decade.Between Dec.1 and Dec.23,United Parcel Service(UPS)recorded a 98.9%succes

15、s rate,while FedEx hit 98.3%and the U.S.Postal Service(USPS)reached 96.5%.In the meantime,retail chains built on what they learned under intense pressure from the pandemic.While curbside pickup waned falling from a share of 55.9%of Top 1000 retail chains offering it in 2020 to 25.1%in 2023 other omn

16、ichannel options have flourished.For example,buy online,pick up in store(BOPIS)sits at 78.8%among the same cohort of retailers,only down slightly from its historic high of 80.4%in 2022.Meanwhile,in-store stock statuses showed up on 66.5%of these retailers websites in 2023,maintaining the same level

17、of participation that the service reached in 2022.OVERVIEWTHE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDS5 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360All the while,change and unpredictability are still shaping the

18、fulfillment world.The March collapse of Baltimores Francis Scott Key Bridge in Maryland introduced added volatility to shipping rates.Elsewhere,UPS has continued to struggle with its own challenges.The company started off 2024 with declining revenue and announcing 12,000 job cuts.Nevertheless,it sco

19、red a significant win,grabbing a USPS air cargo contract that FedEx has held for more than 20 years.The USPS-UPS contract takes effect in September.The 2024 holiday season will be a new test,not only of how resilient carriers and consumer demand can continue to be,but also of how retailers will cont

20、inue to respond to demand and innovate.In May,the U.S.Customs and Border Protection(CBP)announced new action as part of an effort to curb exploitation of de minimis rules for small-value ecommerce orders.A committee in the U.S.House of Representatives assessed that China-originated shipments ordered

21、 through disruptive online retailers Shein and Temu accounted for more than 30%of packages making it into the U.S.,leveraging rules that allowed those companies to avoid certain import duty and tax obligations,thus allowing these companies to offer substantially lower prices as they compete with inc

22、umbents.Just how big of a role the 2024 holiday season plays for Shein and Temu and whether they can sustain the levels of growth and investment they saw over the past year will be just one slice of the online retail picture to watch in the coming months.In this years Ecommerce Fulfillment Report,we

23、 peeled apart many details underpinning both delivery choices by retailers and expectations from shoppers.Altogether,these insights into what Top 1000 retailers are doing,along with which choices matter most for their customers,spotlight shifts and success stories in a vibrant modern retail environm

24、ent.The data and charts included also cast light on what may be to come,assuming newfound stability can stick around.OVERVIEWSPONSORED ARTICLEHOW ADDRESS VERIFICATION IMPROVES THE ONLINE SHOPPING EXPERIENCE AND BOOSTS YOUR BOTTOM LINE An executive conversation with Greg Brown,Melissafraud immediatel

25、y,instead of a review after a transaction has been processed.Furthermore,it reduces customer service costs because fewer address-related issues equals less phone calls,tickets and bad reviews.What is the best method for integrating address verification into your ecommerce operations?The main pro to

26、developing a Custom API Integration using postal data from USPS,or Canada Post,for example is that its highly customizable,allowing for specific data fields and workflows to be integrated.Then,you can optimize it for performance and specific use cases.The con:It takes significant development time an

27、d technical expertise.Ongoing maintenance and updates may be necessary to accommodate changes to APIs.You need to develop your own rules for parsing and standardization to effectively match against postal reference datasets.When it comes to Hybrid Custom API integration,you can develop a custom API

28、integration using a data quality vendor that provides accurate,updated address data.The pros:You can take advantage of the vendors experience and expertise in developing the complex,fuzzy matching and standardization rules that need to be part of a successful address verification process.Many vendor

29、s receive USPS CASS and/or Canada Post SERP certification that ensure their address solutions meet the minimum requirements for matching addresses.For instance,for USPS CASS certification,the software must pass with a minimum score of 98.5%for ZIP+4,carrier route,Five-Digit ZIP and LACSLink,100%for

30、delivery point coding,eLOT,DPV or DSF2,RDI and Perfect Address.Additionally,ongoing maintenance and updates will be handled by the vendor.The cons:Costs can vary based on the volume and types of data required.For Third-party Application,there are apps available through many popular CRM,ecommerce and

31、 payment processing marketplaces,including Salesforce,Dynamics 365,Shopify and Stripe,among others.The main pros:Its designed specifically for the platform,ensuring compatibility and often offering deep integration.Installation and setup can be more straightforward,with support available.The cons,on

32、 the other hand,is that it may not cover all custom requirements.Address verification is good for everyone.It helps ensure customers orders are delivered to the right place,and it helps retailers save money on shipping.To gain more insights into the benefits of address verification,Digital Commerce

33、360 spoke with Greg Brown from Melissa and Ryan Lee from Nova Module,Melissas technology integration partner.How does accurate address verification transform the customer experience in retail and ecommerce?It allows for faster shipping,and it does so while reducing address correction fees and costs

34、due to failed or delayed shipments.It also prevents fraud and protects customer data by allowing staff to identify suspicious transactions during checkout.More accurate deliveries means no surprises and more satisfied customers.What role does address verification play in reducing shopping cart aband

35、onment?Address autocompletion can suggest a valid and complete address at checkout.For example,it can ask,“Do you mean this address?”It reduces friction in the buying process by requiring fewer keystrokes to complete checkout.That,in turn,reduces errors as only valid addresses are entered.Improved d

36、ata quality helps increase effectiveness of personalization efforts and extend customer lifetime value(LTV).Could you explain some of the ways that address verification helps ecommerce businesses save money and improve operational efficiencies?Address verification will validate whether the address i

37、s residential or commercial.Many shippers charge a“residential surcharge”knowing this up front ensures you can provide the most accurate rates,so no more hidden costs eat into your profits.It also ensures more on-time deliveries when you know whether the address is residential or commercial.For inst

38、ance,if a customer lives at a residence but the address was entered as commercial(and it wasnt validated),the carrier may not deliver the package outside of business hours.This means the delivery is delayed and not ideal.Automated address validation means more efficient behind the scenes.It also pro

39、vides the ability to identify possible Contact DataBad customer data kills the customer experience,leaves you vulnerable to fraud,and ultimately,costs your bottom line.With Melissas global data quality tools,you can protect your business and keep your customers happy with clean,correct and current d

40、ata.Our 40 years in address management,patented fuzzy matching and global reference data has empowered over 10,000 organizations and now,were available to you with just a few clicks of a mouse.Whatever your flavor,you can have clean data.Pick Your FlavorAddress Autocomplete&Verification22382 Email:2

41、2382 Avenue 12,Madera,CA 93637-935022382 Avenida Empresa,Rancho Santa Margarita,CA 92688-2112Speed checkout and improve fulfillment with predictive address validation.Easy integration into web forms,call centers or CRMs.Capture only deliverable email addresses by fixing typos and validating domains

42、during checkout or registration.RETAILCOMMERCE 360Nearly three-quarters of consumers surveyed said theyre Amazon Prime members,whereas not even a quarter were Walmart Plus members,according to new data from Digital Commerce 360 and Bizrate Insights.A 2024 free shipping survey of 1,019 online shopper

43、s found that just 22.87%of those consumers were part of a paid membership program for a retailer other than Amazon and Walmart two of the largest providers of fast and free shipping in the United States.Furthermore,15.6%said they dont pay for any online loyalty programs.Copyright 2024 Digital Commer

44、ce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.WHEN SHOPPERS PAY FOR MEMBERSHIPS AND SHIPPINGDO YOU BELONG TO ANY OF THE FOLLOWING FEE-BASED MEMBERSHIP PROGRAMS?(Please select all that apply)72.72%23.75%22.87%15.60%Amazon PrimeWalmart PlusOther retailer programs(spe

45、cialty stores,department stores,online retailers,etc.)I do not belong to any loyalty programs onlineSource:Digital Commerce 360 and Bizrate Insights survey of 1,019 online shoppers,2024CONSUMER INSIGHTSRETAILCOMMERCE 360THE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSWHEN SHOPPERS PAY FOR MEMBERSHIP

46、S AND SHIPPING9 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.Thats a noticeable disparity among the two largest online retailers in the Top 1000 Database.The database is Digital Commerce 360s ranking of North Americas largest online re

47、tailers based on their annual web sales.Amazon ranks No.1 in the database,and Walmart ranks No.2.A key benefit for consumers to sign up for loyalty and paid membership programs is free shipping.105 retailers in the Top 1000 offer free shipping as part of a paid or free-membership loyalty program.Div

48、ing a bit deeper,men were more likely than women to be members of Amazon Prime or Walmart Plus.In contrast,women were more likely to be paid loyalty program members at retailers other than Amazon and Walmart.Theyre also more likely to not belong to any such loyalty programs.WHO SIGNS UP FOR PAID LOY

49、ALTY MEMBERSHIP PROGRAMS?Age-based demographics provide even more insights.For example,the 30-to-39 age group is most likely to be Amazon Prime members(77.43%),with those 40 to 54 following(74.32%).After that,the 18-to-29 age group is most likely(70.5%).Still,most of those 55 and older are Prime mem

50、bers,too 69.85%of the 55-to-64 group,and 66.04%of the 65+group.For Walmart Plus,theres a direct correlation between age and membership.More specifically,older groups are less likely to be Walmart Plus members.40%of surveyed consumers ages 18 to 29 were Walmart Plus members.That went down to 31.52%fo

51、r those 30 to 39,and then nearly halved(to 17.12%)for those 40 to 54.RETAILCOMMERCE 360THE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSWHEN SHOPPERS PAY FOR MEMBERSHIPS AND SHIPPING10 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.Meanwh

52、ile,just 15.08%of shoppers 55 to 64 said theyre Walmart Plus members,and that fell to just 5.66%of those 65+.Consumers 55 to 64 were most likely to be members of other retailer programs(30.15%),such as those from specialty stores,department stores or online retailers.Those 18 to 29 were least likely

53、 to join such paid loyalty membership programs.Simultaneously,consumers 65 and older were most likely to not belong to any paid loyalty membership programs.Those ages 30 to 29 were least likely to not belong to any.HOW DOES AMAZON PRIME MEMBERSHIP AFFECT ONLINE RETAIL PERCEPTIONS?Amazon Primes same-

54、day and next-day shipping options are not membership rewards that all loyalty programs offer.Its part of what helps Amazon maintain a large share of online retail sales year after year.DO YOU BELONG TO ANY OF THE FOLLOWING FEE-BASED MEMBERSHIP PROGRAMS?Source:Digital Commerce 360 and Bizrate Insight

55、s survey of 1,019 online shoppers,2024CONSUMER INSIGHTSAGE18-2930-3940-5455-6465+Amazon Prime70.50%77.43%74.32%69.85%66.04%Walmart Plus40.00%31.52%17.12%15.08%5.66%Other retailer programs(specialty stores,department stores,online retailers,etc.)16.50%20.62%24.51%30.15%21.70%I do not belong to any lo

56、yalty programs online14.50%10.12%15.18%17.59%27.36%THE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSWHEN SHOPPERS PAY FOR MEMBERSHIPS AND SHIPPING11 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360More than half of respon

57、dents(54.12%)said they expect products they order online to arrive within a few days.The same amount said that if the price is the same on two online retailers websites,they will buy from the one that ships faster.Still,fast shipping isnt all that matters.Free shipping is a factor,too.Data that Digi

58、tal Commerce 360 collects annually shows that fast and free shipping are consistently top factors that online consumers weigh when making purchases online.But theyre not just priorities.Theyre expectations.52.77%of consumers said they expect retailers other than Amazon to offer free shipping.And jus

59、t about a fifth of consumers said they expect online retailers other than Amazon to make more products available for same-day delivery.HOW HAS BEING AN AMAZON PRIME MEMBER INFLUENCED YOUR PERCEPTION AND EXPECTATIONS SURROUNDING ONLINE ORDER DELIVERIES?(Please select all that apply)If the price is th

60、e same on two websites,I buy from the retailer that ships faster54.79%I expect more products to be delivered within a few days54.12%I expect more products to be shipped for free at other online retailers52.77%I expect more products to be available for same-day delivery at other online and brick-and-

61、mortar retailers21.05%I will not purchase from retailers who cannot deliver in two days8.64%I will not purchase from retailers who cannot deliver the next day4.99%I will not purchase from an online retailer that does not have a locker delivery option4.05%Source:Digital Commerce 360 and Bizrate Insig

62、hts survey of 1,019 online shoppers,2024CONSUMER INSIGHTSSPONSORED ARTICLETECHNOLOGY DRIVES CHANGE AND EFFICIENCY IN FULFILLMENT AND DELIVERYAn executive conversation with Bart Cera,president and CEO,Vargoautonomous mobile robots(AMRs),utilization of goods to person(GTP)workstations,autonomous piece

63、-picking robots,vision-based systems,and task-specific robots.What are the biggest challenges in fulfillment and distribution that you see Vargo addressing right now?One of the biggest challenges that we see(and are expending significant resources on)is the evaluation of the myriads of automation te

64、chnologies coming to market.There are tons of start-up and venture-backed robotic companies with new or copied ideas,but do not have a solid understanding of their practical use or applicability at scale within the distribution center.It is our job to understand technologys“fit”for fulfillment solut

65、ions,its speed,robustness,and of course the competitive cost relative to other solutions that can perform similar function.What are the most impactful ways that sustainability can play a role when it comes to fulfillment solutions?Sustainability is becoming increasingly important in all aspects of b

66、usiness,including fulfillment operations.Some of the most impactful ways VARGO plays a role in sustainability is by selecting“energy friendly”automation,orchestrating highly efficient fulfillment operations that require less labor to operate.With our WES(COFE),we can often repurpose existing equipme

67、nt rather than require new equipment to be purchased and old equipment to be scrapped(less people,equipment and waste=less carbon footprint).What steps has Vargo already taken positioning its solutions for adaptability and meeting emerging needs in the years ahead?Rather than looking to a technology

68、 first as a solution for our clients,VARGO focuses on developing the right operational process to achieve the desired outcome and only then matches the appropriate complementary technologies that fit within the most optimal operational flow.VARGO has developed its own“secret weapon”in its WES(COFE),

69、which acts as the brains(operational logic)and the heart(workflow sequencer,synchronizer and task manager)to effectively stitch various automation and work streams together to create a high level of continuous efficiency and a simplified operating model.Online retailers want to outdo each other,and

70、one of thebest ways to do so is by excelling in the field of fulfillmentand delivery.Digital Commerce 360 spoke with Bart Cera,president and CEO of VARGO,to learn more about whattechnologies retailers can use to improve their fulfillmentoperations,how to address labor challenges,and makingsustainabi

71、lity part of the process.With rapid advancements happening in automation and AI,how can online retailers ensure they can stay ahead of the curve and meet their evolving needs?As AI and robotics continue to advance and ecommercesales gain relative to retail sales,online retailers are facedwith signif

72、icant business decisions to gain an advantagein cost,speed,and accuracy over their competitors.Keyconsiderations that VARGO sees as essential to meettomorrows fulfillment needs are:Modularity of solutions sets.Less physical constraining equipment infrastructure and even intermixing cloudbased soluti

73、ons,which allow for a greater flexibility to scale up or down operations and limit operational overhead.Solutions that solve labor challenges.Fulfillment center labor continues to be challenging in many markets with competition driving wages higher and availability of required staffing levels harder

74、 to fill.Thus,solutions need to provide ROI through production and/or efficiency increases to effectively reduce necessary operating labor.Adaptability to changing demand.Given the unpredictability of consumer demand,unlike the planned aspect of retail store distribution,ecommerce systems need to ea

75、sily adapt to handle fluctuations in order volume and product mix.AIs impact.Data-driven analytics decision-making is starting to get some legs in the industry and provides greater visibility to trends in SKU demand,inventory levels,SKU affiliations with orders,enhancing robotic solutions and other

76、predictive advance tactical activities to shrink time in the overall fulfillment process.What would you highlight as the most important advancements in robotics that are delivering better fulfillment results,particularly when it comes to material handling?The field of robotics has seen significant s

77、trides in recent years,especially in the context of material handling and fulfillment operations.Some of the most impactful advancements that we see gaining traction are with VARGO I 877-876-6384HOW DO WE EMPOWER FULFILLMENT?ENABLING WHATS POSSIBLE!Integrating automation requires real-time decision-

78、making and orchestration of people,processes and technologies.VARGO solves these complex distribution challenges.Future-Forward ThinkingAutonomous Mobile RobotsGoods-to-PersonSortation ExpertsProven and Unmatched WESEcommerce FulfillmentTHE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSWHEN SHOPPERS P

79、AY FOR MEMBERSHIPS AND SHIPPING14 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360Some consumers even went as far as to say they will not purchase from retailers who:Cannot deliver products the next day(4.99%)Cant delive

80、r in two days(8.64%)Do not offer a locker delivery option(4.05%)FREE SHIPPING AND SHOPPING HISTORYThe majority of consumers said that most or all of their online orders in the past six months have included free shipping and theyre specifically referring to orders placed outside of Amazon.More specif

81、ically,22.18%said all of their orders in that time frame included free shipping.The only option consumers selected more was that 75%to 99%of their orders in the past six months came with free shipping(27.18%).And about a fifth(20.51%)said half to 74%of their orders included free shipping.WHAT PERCEN

82、TAGE OF YOUR ONLINE ORDERS OVER THE PAST 6 MONTHS HAVE INCLUDED FREE SHIPPING,OUTSIDE OF THOSE PLACED ON AMAZON.COM?100%-All22.18%75%99%27.18%50%74%20.51%25%49%10.70%10%24%7.75%1%9%5.20%0%-None6.48%Source:Digital Commerce 360 and Bizrate Insights survey of 1,019 online shoppers,2024CONSUMER INSIGHTS

83、THE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSWHEN SHOPPERS PAY FOR MEMBERSHIPS AND SHIPPING15 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360On the other end,just 6.48%of consumers said that none of their orders in t

84、he past six months came with free shipping.Similarly,5.2%said less than a tenth(1%to 9%)of their orders in that span featured free shipping.WHAT MOTIVATES ONLINE SHOPPERS TO PAY FOR SHIPPING?The clearest reason a shopper would pay for shipping when shopping online is that the retailer did not offer

85、free shipping,and the consumer wanted the product enough to pay.And whereas 42.39%cited that response,about a third(33.27%)said the total cost of the order was acceptable,even with the shipping charges included.WHAT ARE THE REASONS YOU MAY DECIDE TO PAY FOR SHIPPING WHEN SHOPPING ONLINE?Free shippin

86、g was not offered,and I wanted the product42.39%The total cost of the order was acceptable,even with shipping charges included33.27%Item was only available on one site,which had shipping fees31.40%Did not have enough items in the cart to meet the threshold26.30%Need it faster than the free-shipping

87、timing offered25.81%The product discount exceeded the cost of shipping19.43%Could not locate a promo code for free shipping18.06%Want same-day delivery17.57%Item is oversized or requires special handling or setup14.92%Did not want to become a member of the retailers paid loyalty or free-shipping pro

88、gram14.82%Did not want to become a member of the retailers unpaid rewards/loyalty or free-shipping program11.78%I do not ever complete a purchase if I must pay for shipping7.85%Need to ship to multiple addresses on the same order5.10%Source:Digital Commerce 360 and Bizrate Insights survey of 1,019 o

89、nline shoppers,2024CONSUMER INSIGHTSTHE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSWHEN SHOPPERS PAY FOR MEMBERSHIPS AND SHIPPING16In other words,price still played the largest role in the purchase decision,even(maybe even especially)if there was a shipping fee.Alternatively,just under a third(31.4

90、%)said they might pay for shipping if it was only available on a site that has shipping fees.Meanwhile,just over a quarter(26.3%)said theyd pay for shipping if they didnt have enough items in their cart to meet a free-shipping threshold.And about a quarter(25.81%)said theyd pay if they needed a prod

91、uct faster than what they can get with free shipping.Less popular answers included not wanting to become a member of a retailers paid loyalty or free rewards program.Some consumers(7.85%)even said they would simply not complete a purchase if they had to pay for shipping.Copyright 2024 Digital Commer

92、ce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360SPONSORED ARTICLEEFFECTIVE FULFILLMENT STARTS WITH EFFICIENCYAn executive conversation with Herm Curk,partner and executive vice president,OSM WorldwideCarbonNeutral company,OSM meets high global stand

93、ards for reducing its carbon footprint and offsets remaining emissions by investing in verified projects like solar and wind power.We also use data to optimize operations and routes and reduce our carbon footprint through recycling,LED lighting and electric equipment.Knowing these projects and initi

94、atives make a real difference for the planet we share is a big motivator for us.Social commerce continues to open new channels for many retailers.What logistics and fulfillment challenges should retailers be aware of when they get into this space?The social commerce space can provide great rewards.A

95、ny time brands open a new sales channel,though,they need to be prepared for sudden demand surges.This includes the fulfillment and delivery perspective.For retailers adding a social commerce component to their sales mix,selecting the right eCommerce shipping partner is an important decision.Generall

96、y speaking,brands employing a multi-carrier(or multi-delivery partner)strategy will offer the most optimized shipping experience for customers on a number of fronts.When vetting shipping partners,for example,retailers should factor in these considerations:delivery cost and speed,reliability,geograph

97、ic coverage,sustainability and trending technology.The right shipping partner will save time and money for your brand while providing excellent customer experience and affordable,reliable deliveries.What are the most crucial challenges in eCommerce and DTC shipping that you see OSM positioned to add

98、ress?In todays ever-changing shipping landscape,you need a reliable provider who can step up and adjust quickly.OSMs Premium Network was built for optimal deliverability and seamless adaptations.Because of our flexible DNA,new shipping requirements or regulations have minimal impact on our service a

99、nd timing.OSM strategically invests in technology to help our customers achieve their business shipping goals.For example,in Q1 2025,OSM is launching a new,leading edge customer portal.Our OSMART portal will provide interactive visual analytics,customizable reports,instant eBOL creation,eInvoice acc

100、ess and more.Theres a lot to factor in when it comes to making order deliveries efficient.Online retailers have to consider who to ship with and why,how to pack boxes to be as light as they reasonably can,and more.Digital Commerce 360 spoke with Herm Curk,partner and executive vice president at OSM

101、Worldwide,to learn more about how to keep fulfillment and delivery efficient,effective and sustainable.When it comes to optimizing shipping options and costs to please customers and keep costs under control,where should online retailers begin?To reduce shipping costs without compromising quality,shi

102、ppers should begin by optimizing packaging to minimize size and weight,as both affect pricing.Establishing multiple distribution centers can cut delivery times and zone costs,while partnering with multiple shipping providers can give you the ability to maximize speed to market nationally and get mor

103、e competitive rates in certain situations.It can also be important to have a flexible shipping strategy that adapts to business fluctuations,especially for leveraging discounts tied to package volume.Investing in shipping management software that uses business intelligence(BI)can improve efficiencie

104、s by optimizing delivery options and reducing costs through better data-driven decisions.What have been the most impactful decisions that OSM has made over the past five years to keep its on-time delivery rates so high?OSMs steady investments in technology to increase volume throughput have been cru

105、cial to our on-time deliveries and our companys overall success.Significant improvements to our network,including the implementation of technology to automate warehouse sortation systems,have improved productivity,precision and efficiency.This has allowed us to accelerate parcel sortation to last-mi

106、le delivery providers while enabling eCommerce customers to benefit from cost-savings,order accuracy and predictable performance.At the core of these advancements is our performance-driven culture and dedicated team,whose commitment to excellence motivates us to continually optimize operations and d

107、eliver more for our customers every day.How have sustainability goals played a role in your planning,and what are the most meaningful results you have seen?Shippers face the challenge of delivering packages efficiently,cost-effectively and sustainably.As a certified Most online consumers keep the ma

108、jority of what they buy,opting not to take advantage of returns,according to new data from Digital Commerce 360 and Bizrate Insights.In fact,about two-thirds of consumers(66.27%)return just 5%or less of what they buy online,survey data of 999 shoppers shows.Another 14.31%said they return 6%to 10%of

109、what they purchase.HOW MANY RETURNS WILL CONSUMERS MAKE IN 2024?And in general,consumers expect to take advantage of returns the same amount or less frequently in 2024 compared to last year.But the frequency changes depending on the type of return.Overall,nearly six in 10 consumers(59.66%)said they

110、expect to return about the same amount of items in 2024 as they did in 2023.About half that amount(30.83%)said they expect to return less products overall in 2024.The numbers differ when it comes to making returns at physical stores.The amount of shoppers who expect to return fewer products to physi

111、cal stores is similar to the overall rate at 30.03%.Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360INSIDE SHOPPERS VIEWS ON RETURNSTHE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSINSIDE SHOPPERS VIEWS ON RETURNS20 Copyr

112、ight 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published August 2024.RETAILCOMMERCE 360However,more than half(55.06%)said they expect the amount of returns they make to be about the same in 2024 as 2023.And 14.91%said they expect to make more returns at physical st

113、ores this year.Similarly,more than half of consumers(53.85)said they expect to ship the same amount of orders back to online retailers in 2024.About a third(32.83%)said they plan to ship fewer products back,and 13.31%said they expect to ship more products back to retailers this year.Although the min

114、ority,some consumers expect to take advantage of alternative returns options in 2024.Some see themselves returning more Amazon orders to physical stores like Kohls and Whole Foods.Others expect to return more non-Amazon orders to another physical location such as Happy Returns(10.41%),or to a drop-o

115、ff point at a retailer such as Walgreens(11.61%).Source:Digital Commerce 360 and Bizrate Insights survey of 999 online shoppers,2024THINKING ABOUT EVERYTHING YOU PURCHASE,WHAT PERCENT OF ALL YOUR PURCHASES DO YOU TYPICALLY RETURN?5%or less66.27%6%-10%14.31%11%-15%8.81%16%-25%5.81%26%-50%2.90%51%-75%

116、0.70%More than 75%1.20%CONSUMER INSIGHTSHOW DO YOU EXPECT YOUR RETURN BEHAVIOR TO CHANGE IN 2024?-OTHER RETURNSReturn more Amazon orders to a physical store,like Kohls or Whole Foods27.23%Return more non-Amazon orders to another physical location such as Happy Returns10.41%Return more non-Amazon ord

117、ers to a drop-off point at a retailer like Walgreens11.61%None of the above55.66%Source:Digital Commerce 360 and Bizrate Insights survey of 999 online shoppers,2024CONSUMER INSIGHTSTHE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSINSIDE SHOPPERS VIEWS ON RETURNS21 Copyright 2024 Digital Commerce 360&

118、Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360WHAT MAKES A CONSUMER DECIDE TO RETURN PRODUCTS FROM ONLINE ORDERS?Free return shipping is the biggest factor consumers take into consideration when deciding whether to keep an item they ordered online,the su

119、rvey found,with two-thirds citing it(66.77%).Directly related is the cost of return,which just under half cited(48.35%).Convenience is the next most important factor,with 46.15%of consumers citing it.And tied to that is the retailers return policy,which more than a third(35.04%)cited.HOW DO YOU EXPE

120、CT YOUR ONLINE RETURN BEHAVIOR TO CHANGE IN 2024?Return more products overall9.51%Return less products overall30.83%Return more products to physical stores14.91%HOW DO YOU EXPECT YOUR RETURN BEHAVIOR AT PHYSICAL STORES TO CHANGE IN 2024?Source:Digital Commerce 360 and Bizrate Insights survey of 999

121、online shoppers,2024Source:Digital Commerce 360 and Bizrate Insights survey of 999 online shoppers,2024Return less products to physical stores30.03%Return about the same to physical stores55.06%CONSUMER INSIGHTSCONSUMER INSIGHTSReturn about the same percentage of products59.66%THE LATEST ECOMMERCE F

122、ULFILLMENT&DELIVERY TRENDSINSIDE SHOPPERS VIEWS ON RETURNS22 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360More than a quarter of consumers(28.13%)care how long it takes them to return an order,or how long it takes the

123、 retailer to process the return and credit the consumers account(25.83%).WHY CONSUMERS LIKE FREE RETURNSThe predominant reason consumers like free returns is peace of mind,which more than half cited(55.76%).Furthermore,it allows them to make risk-free purchases,which just over half cited(50.65%).Its

124、 also the principle,40.14%of consumers said.They said they dont think it should cost them anything if they dont want to keep an item they purchased.WHICH OF THE FOLLOWING ASPECTS OF RETURNING ONLINE ORDERS DO YOU TAKE INTO CONSIDERATION WHEN MAKING AN ONLINE PURCHASE?(Please select all that apply)Fr

125、ee return shipping66.77%Cost of return48.35%Convenience of shipping back orders to retailer46.15%A retailers return policy including time frame to return and restrictions35.04%Amazons“this item isnt eligible for return”policy 29.93%Availability of store-based return options(in-store)29.63%Time invol

126、ved in returning orders28.13%Time for retailer to process the return and receive the refund/credit to my account25.83%Availability of store-based return options(curbside)12.91%None of the above6.51%Source:Digital Commerce 360 and Bizrate Insights survey of 999 online shoppers,2024CONSUMER INSIGHTSSP

127、ONSORED ARTICLEFASTER FULFILLMENT PROCESSES ALL UNDER ONE PLATFORMAn executive conversation with Chris Timmer,CEO,Linnworksretailers analyze buying behaviors,optimize stock levels,and personalize the customer journey.Theyre also making better use of labor by focusing team efforts on strategic tasks

128、rather than repetitive workflows.What are the best fulfillment outcomes that retailers can realize when they bring inventory and order management under a single platform?The biggest wins come from accuracy and speed.When inventory and orders are under a single platform like Linnworks,it removes any

129、risk of miscommunication between systems.Retailers can fulfill faster,reduce the chance of stockouts or overselling,and improve the overall customer experience through timely and accurate deliveries.Additionally,the optimization of inventory carrying costs are pivotal in maximizing margins and suppl

130、y chain expenses.What are the shifts in customer expectations and ecommerce demands that you see Linnworks best prepared to handle right now?Customers now expect fast,reliable shipping and real-time updates,and they dont have much patience for delays.Linnworks is designed to support multi-channel re

131、tailers in meeting these demands by simplifying the fulfillment process and allowing for faster,more accurate shipments.Another key shift is the expectation for seamless omnichannel experiences,and Linnworks excels in giving retailers a unified view of their inventory,whether customers are shopping

132、online,in-store,or through marketplaces.This helps retailers offer the flexibility customers now demand,like click-and-collect or ship-from-store options.Consumers and retailers alike want shipping to be fast and efficient.Putting inventory and order management all in one place helps with that,big t

133、ime.To learn more about the benefits of sticking to a single platform to make fulfillment more efficient,Digital Commerce 360 spoke with Linnworks CEO Chris Timmer.When retailers connect and automate their existing ecommerce operations,what early decisions and priorities can set them up for success,

134、especially where fulfillment is concerned?The key is focusing on centralizing inventory visibility and syncing orders across all channels.Without real-time visibility,retailers can easily face stockouts or overselling.Prioritizing integrations with their sales channels and couriers early ensures tha

135、t fulfillment operations can scale without any bottlenecks,setting them up for both efficiency and growth from the get-go.Where have you found the biggest opportunities to reduce retailers operational costswith your platform?Streamlining inventory management is huge.With Linnworks,retailers can opti

136、mize stock levels and prevent over-ordering,which reduces both storage costs and capital tied up in unsold products.Also,automating shipping workflows can save a significant amount of time and labor costs by minimizing manual entry and human error.Specifically when it comes to automation in ecommerc

137、e,what resources do you see retailers becoming better able to leverage?Retailers are starting to make better use of their data,leveraging it for demand forecasting and trend analysis.Automation tools within Linnworks help Connect Your Commerce OpsConnect your website,marketplaces and couriers with a

138、ccess to 100+integrations.Automate time-consuming processes like listings,order management and shipping.Centralize orders,inventory,warehousing and shipments into a single source of truth.Making Commerce Easy For AllWant to see Linnworks in action?Speak to us today at THE LATEST ECOMMERCE FULFILLMEN

139、T&DELIVERY TRENDSINSIDE SHOPPERS VIEWS ON RETURNS25 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360Moreover,consumers dont like wondering what return fees might be,a third said(33.53%).And when it comes to Apparel&Acces

140、sories,many order multiple items to decide what size or color is right for them,more than a fifth said(21.62%).Some consumers dont have easy access to stores or shipping locations(17.82%),so paying for return shipping is furthering their inconvenience.WHAT FRUSTRATES CONSUMERS ABOUT RETURNING ONLINE

141、 ORDERSIt comes down to money.Nothing frustrates consumers more about returning items they purchased online than having to pay for return shipping(50.25%),survey data shows.They dont want to pay a restocking fee(42.74%cited)or have high fees even associated with the return shipping(33.73%).And when

142、the consumer returns her order,she doesnt want it to take more than a week to receive her credit(26.13%).WHY DO YOU FIND FREE RETURN SHIPPING SO APPEALING?(Please select all that apply)I like the ease of being able to make the return worry-free55.76%Like knowing that I am making a risk-free purchase

143、50.65%I dont think it should cost me anything if I dont want to keep the item40.14%Dont like wondering what return fees might be 33.53%I order multiple items in order to decide on the right size or color.Free returns makes that possible.21.62%I dont have easy access to stores or shipping locations17

144、.82%I find it psychologically appealing15.62%Source:Digital Commerce 360 and Bizrate Insights survey of 999 online shoppers,2024CONSUMER INSIGHTSTHE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSINSIDE SHOPPERS VIEWS ON RETURNS26 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights re

145、served.Content published October 2024.RETAILCOMMERCE 360But if there are going to be costs to return an online order,consumers want transparency(23.92%).They want to know how much itll cost to make a return before they start the process.Yet money isnt the only frustrating part when it comes to retur

146、ns.More than a fifth of consumers(23.42%)dont like interacting with chat bots to handle returns.Similarly,22.22%said they dislike when its difficult to reach customer service representatives.Policy is key,too.22.32%of consumers said it frustrates them when online retailers have restrictive return po

147、licies supplemented by 17.32%being frustrated when they cant quickly find the policy in the first place,or when a return policy is difficult to understand(14.11%).WHAT,IF ANYTHING,DO YOU FIND FRUSTRATING WHEN RETURNING ITEMS THAT WERE PURCHASED ONLINE?(Please select all that apply)Having to pay for

148、return shipping50.25%Paying a restocking fee42.74%High fees associated with the return shipping33.73%Taking more than a week to receive the credit on my order26.13%Lack of transparency about what the return costs might be23.92%Dont like interacting with chat bots23.42%The return policy is too restri

149、ctive22.32%Difficulty in reaching a customer service representative22.22%Inability to return online purchases in-store19.82%Printing a return label from the retailers website is inconvenient19.22%Inconvenient to return to the store location18.12%Not being able to quickly find the retailers return po

150、licy17.32%Lack of return status communication17.32%Return policy is hard to understand 14.11%Cannot use the shipping carrier of my choice12.21%It is inconvenient to use the retailers designated shipping company 11.61%No issues/no problems10.11%Dont like interacting with customer service personnel 9.

151、91%Source:Digital Commerce 360 and Bizrate Insights survey of 999 online shoppers,2024CONSUMER INSIGHTSTHE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSINSIDE SHOPPERS VIEWS ON RETURNS27 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETA

152、ILCOMMERCE 360For 19.82%,frustration with policy includes being unable to return online purchases in a physical store location.On that same note,18.12%are annoyed when its inconvenient to return an item to a store location.LOOKING BACK AT THE PAST SIX MONTHSMost respondents said they had not seen a

153、difference in return policies over the past six months,or that theyre about the same as last year.About a quarter of them said retailers are adding restrictions to their return policies,though.Close to a quarter of respondents(24.12%)said they found that more online retailers are highlighting their

154、return policies.Less than a fifth(18.92%)said more online retailers are hiding their return policies,and the remainder said they hadnt noticed a difference.And whereas most hadnt seen a difference when it comes to online marketplace returns either(58.16%),some said they found that Amazon and its mar

155、ketplace sellers have added restrictions to their return policies.Similarly,21.22%said marketplaces other than Amazon have added restrictions to their return policies.IN THINKING ABOUT THE RETURNS YOU HAVE MADE OR CONSIDERED MAKING IN THE PAST 6 MONTHS,WHICH OF THE FOLLOWING BEST REFLECTS THE CHANGE

156、S YOU HAVE SEEN IN OVERALL RETURN POLICIES?(Please select all that apply)Return policies are about the same as prior year29.13%More companies are adding restrictions to their policies25.13%Return policies are less restrictive than the prior year9.11%I do not see a difference/none of the above36.64%S

157、ource:Digital Commerce 360 and Bizrate Insights survey of 999 online shoppers,2024CONSUMER INSIGHTSIN THINKING ABOUT THE RETURNS YOU HAVE MADE OR CONSIDERED MAKING IN THE PAST 6 MONTHS,WHICH OF THE FOLLOWING BEST REFLECTS THE CHANGES YOU HAVE SEEN IN RETURN POLICIES?(Please select all that apply)Onl

158、ine retailers are more often highlighting their return policies24.12%Online retailers are more often hiding their return policies18.92%I do not see a difference/none of the above56.96%Source:Digital Commerce 360 and Bizrate Insights survey of 999 online shoppers,2024CONSUMER INSIGHTS Copyright 2024

159、Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360HOW CUSTOMERS VALUE FAST AND FREE SHIPPING OPTIONSIn line with previous years findings,free and fast shipping are most important to consumers in 2024 when it comes to the delivery of onli

160、ne orders,data from Digital Commerce 360 and Bizrate Insights survey shows.And it wasnt close.In a survey of 1,013 online consumers,more than eight in 10 cited free shipping(81.34%)as their top priority when it comes to delivering their orders.Fast shipping(which 68.41%cited)was a clear second.Timin

161、g and cost were part of a theme in the top results,as consumers(55.68%)said its important to them that retailers keep products in stock and ready to ship.IMPORTANCE OF FREE SHIPPING IN 2024Its not just free shipping to their residences that consumers want in 2024.More than half of the survey respond

162、ents said they also want free return shipping(53.11%).On top of that,they want the retailers return policy to be flexible(26.26%),and a physical store where they can return products(17.87%).Also relating to price,more than a third(35.83%)said reasonable shipping fees are most important to them if th

163、ey arent getting free shipping.THE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSHOW CUSTOMERS VALUE FAST AND FREE SHIPPING OPTIONS29 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360FAST SHIPPINGBreaking down delivery spee

164、d,about a quarter of consumers(24.38%)said same-day shipping is most important to them.More than a quarter of consumers(28.43%)were a little more patient,saying its most important to them that a retailer offers next-day shipping.Theres also a niche group of consumers who said they want to be able to

165、 pick up their online orders themselves.More specifically,9.97%said they want retailers to offer locker pickup as an alternative,which could be at UPS,FedEx,Walgreens or elsewhere.WHEN SELECTING RETAILERS TO DO BUSINESS WITH ONLINE FROM A SHIPPING AND DELIVERY POINT OF VIEW,WHICH ARE THE MOST IMPORT

166、ANT FACTORS?(Please select your top 5)Free shipping81.34%Speed of delivery68.41%Product in stock and ready to ship55.68%Free return shipping53.11%Quality customer service47.78%Reasonable shipping fees35.83%Next-day shipping28.43%Ratings/reviews posted by other customers regarding their experience wi

167、th the retailers shipping and delivery27.84%Flexibility of retailers return policy26.26%Same-day delivery24.38%A physical store presence where a shopper could return their products in-store17.87%Product available at a nearby store12.14%Retailers who offer a locker pickup alternative(UPS,FedEx,Walgre

168、ens,etc.)9.97%Omnichannel pickup capabilities(Buy online,pickup in store;curbside pickup)6.02%Sustainable delivery practices(local sourcing,use of electric vehicles,etc.)4.94%Source:Digital Commerce 360 and Bizrate Insights survey of 1,013 online shoppers,2024CONSUMER INSIGHTSTHE LATEST ECOMMERCE FU

169、LFILLMENT&DELIVERY TRENDSHOW CUSTOMERS VALUE FAST AND FREE SHIPPING OPTIONS30 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360And 6.02%said they want omnichannel pickup capabilities for their online orders.That includes

170、buy online,pick up in store(BOPIS)and curbside pickup.Slightly more niche and the least-selected response,at 4.94%was that retailers use sustainable delivery practices,which could include local sourcing or using electric vehicles.WHICH OF THE FOLLOWING HAVE BEEN PART OF YOUR ONLINE ORDER EXPERIENCES

171、 IN THE PAST 6 MONTHS?(Please select all that apply)Took advantage of free shipping72.85%Paid for shipping44.03%Ordered Amazon same-day delivery42.35%Agreed to wait longer for my order so it could be combined with other orders,or otherwise improve sustainability of the shipment25.17%Ordered items fo

172、r same-day delivery from a website that also has physical stores(e.g.Target,Best Buy,The Home Depot)25.07%Ordered non-grocery items online for pickup at a physical store24.28%Ordered groceries for home delivery 23.49%Ordered groceries for store pickup22.61%Ordered same-day delivery from a website be

173、sides Amazon that does not have a physical store(e.g.Wayfair,O)15.99%Ordered groceries using an app-based delivery service (e.g.Instacart,DoorDash,Roadie)12.83%Paid for expedited shipping12.64%Ordered non-food items using an app-based delivery service (e.g.Instacart,DoorDash,Roadie)8.98%Paid extra f

174、or a more sustainable delivery method5.82%None of these2.57%Source:Digital Commerce 360 and Bizrate Insights survey of 1,013 online shoppers,2024CONSUMER INSIGHTSTHE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSHOW CUSTOMERS VALUE FAST AND FREE SHIPPING OPTIONS31 Copyright 2024 Digital Commerce 360&V

175、ertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360CONSUMER TRENDS:SHIPPING AND DELIVERYClose to three-quarters of consumers(72.85%)took advantage of free shipping for online orders they placed in the past six months.In contrast,44.03%paid for shipping in that

176、 time frame.And just 12.64%said they paid for expedited shipping.And 42.35%ordered through Amazon for same-day delivery.Alternatively,about a quarter of respondents(25.07%)ordered online for same-day delivery from a retailer that also has physical stores,such as Target,Best Buy or The Home Depot.On

177、the flip side,15.99%ordered same-day delivery from a retailer other than Amazon that does not have a physical store,such as Wayfair or Overstock(now a part of Beyond Inc.).However,about a quarter(25.17%)said they agreed to wait longer for their order so the merchant could combine it with other order

178、s or otherwise improve the shipments sustainability.What do consumers order online,and how do they opt to receive those items?Non-grocery items online to pick up at a physical store(24.28%)Groceries for home delivery(23.49%)Groceries online to pick up at a store(22.61%)Groceries,using an app-based d

179、elivery service such as Instacart,DoorDash or Roadie(12.83%)Ordered non-food items using an app-based delivery service such as Instacart,DoorDash or Roadie(8.98%)THE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSHOW CUSTOMERS VALUE FAST AND FREE SHIPPING OPTIONS32INCONVENIENCES CONSUMERS FACE WHEN ONL

180、INE SHOPPINGAt checkout,44.62%of consumers selected a shipping option that takes longer so they could save money.Nearly a quarter(24.09%)also had orders delayed not by choice because of inventory or shipping issues.Beyond that,some consumers(17.18%)even had their orders canceled on them because of i

181、nventory or shipping issues.And some inconveniences were enough to make consumers abandon their online shopping carts.Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360WHICH OF THE FOLLOWING HAVE BEEN PART OF YOUR ONLINE O

182、RDER EXPERIENCES RELATIVE TO YOUR SHOPPING CART AND BEYOND IN THE PAST 6 MONTHS?(Please select all that apply)Selected a longer shipping option to save money44.62%Abandoned an order because it was out of stock34.16%Abandoned an order because shipping costs were too high32.48%Abandoned an order becau

183、se it would not arrive in time27.44%Had an order delayed because of inventory or shipping issues24.09%Ordered items from a retailer that offered a social/environmental benefit as part of their shipping and delivery policies19.45%Selected a longer shipping option to support sustainable practices19.15

184、%Abandoned an order because delivery time would be too slow18.66%Had an ordered canceled due to inventory or shipping issues17.18%Abandoned an order because delivery date was unclear12.44%Favored one retailer over another because of its reputation for sustainable practices8.39%Abandoned an order bec

185、ause sales tax was too high6.81%Have been a victim of porch piracy or package theft6.61%Abandoned an order because same-day delivery was not available6.42%None of these14.41%Source:Digital Commerce 360 and Bizrate Insights survey of 1,013 online shoppers,2024CONSUMER INSIGHTSTHE LATEST ECOMMERCE FUL

186、FILLMENT&DELIVERY TRENDSHOW CUSTOMERS VALUE FAST AND FREE SHIPPING OPTIONS33Top reasons consumers abandoned their carts:1.Item was out of stock(34.16%)2.Shipping costs were too high(32.48%)3.Order would not arrive in time(27.44%)4.Delivery time would be too slow(18.66%)5.Delivery date was unclear(12

187、.44%)6.Sales tax was too high(6.81%)7.Same-day delivery was not available(6.42%)THE MANY DIFFERENT FACES OF ONLINE ORDER RETURNSThere are many ways to pick up and return online orders.Different retailers and brands offer methods depending on whether or not they have their own physical stores,what pa

188、rtnerships they have with delivery carriers,locations available to consumers and more.In the past six months,more than a third of consumers surveyed said they placed an order online to pick up inside a retailers store.Buy online,pick up in store(BOPIS)is a common omnichannel offering for store-based

189、 retailers,as is its sister option,curbside pickup,which 30.4%said they used.Meanwhile,the most common return method these consumers cited was inside a retailers store(16.98%).A similar amount of Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October

190、 2024.RETAILCOMMERCE 360THE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSHOW CUSTOMERS VALUE FAST AND FREE SHIPPING OPTIONS34those consumers were told to simply keep the item they ordered online rather than returning it to the retailer(16.88%),yet they still received a credit for their return.Other c

191、onsumers placed orders online and had them shipped to:A collection point for pickup other than the retailers store(15.6%)An Amazon-run store that handles pickups and returns(15%)An Amazon locker in a non-Amazon location(such as at a mall or convenience store,which 13.23%cited)A package delivery lock

192、er(for example,UPS or FedEx locker,which 9.18%cited)Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360WHICH OF THE FOLLOWING SHIPPING AND SUBSEQUENT RETURN SCENARIOS HAVE BEEN PART OF YOUR ONLINE SHOPPING EXPERIENCES IN TH

193、E PAST 6 MONTHS?(Please select all that apply)Placed an order online for pick up inside a retailers store35.44%Placed an order online and picked up using drive-up or curbside options30.40%Returned an Amazon product to a physical store,like Kohls or Whole Foods24.38%Returned an online order inside a

194、retailers store16.98%After receiving an order placed online was told to keep the product rather than return it to the retailer yet still receive a credit16.88%Placed an order online and had it shipped to a collection point other than the retailers store for pickup(e.g.Walgreens,FedEx,UPS)15.60%Place

195、d an order online and had it shipped to an Amazon-run store that handles pickups and returns15.00%Placed an order online and had it shipped to an Amazon locker in a non-Amazon location (mall,convenience store,Kohls,or other individual retail store)13.23%Placed an order online and had it shipped to a

196、 package delivery locker(e.g.UPS or FedEx locker)9.18%Returned an online order to a mall-based pickup and return center7.50%Returned a non-Amazon order to a drop-off point at a retailer like Walgreens7.40%Returned a non-Amazon order to another physical location such as Happy Returns7.11%Returned an

197、online order curbside at a retailer4.34%None of these21.42%Source:Digital Commerce 360 and Bizrate Insights survey of 1,013 online shoppers,2024CONSUMER INSIGHTSTHE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSHOW CUSTOMERS VALUE FAST AND FREE SHIPPING OPTIONS35Alternatively,consumers used more niche

198、 methods to return:An online order to a mall-based pickup and return center(7.5%)A non-Amazon order to a drop-off point at a retailer like Walgreens(7.4%)A non-Amazon order to another physical location such as Happy Returns(7.11%)An online order curbside at a retailer(4.34%)CONSUMERS ENVIRONMENTAL C

199、ONCERNS ABOUT RETAILERS POLICIESMore than a fifth of consumers(23%)said theyre concerned about the environment but not willing to pay more for environmentally sound policies and practices,putting the onus on retailers.Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Con

200、tent published October 2024.RETAILCOMMERCE 360RETAILCOMMERCE 360WHICH OF THE FOLLOWING BEST DESCRIBES YOUR SENTIMENTS ABOUT ENVIRONMENTAL CONCERNS WHEN IT COMES TO A RETAILERS POLICIES AND SHIPPING PRACTICES?Concerned but not willing to pay more for environmentally sound policies and practices23.00%

201、Have not formed an opinion18.36%Willing to take environmentally sound option for direct benefit(reward points,money off future orders)18.07%Not concerned and not willing to pay extra to address environmental concerns17.18%Concerned and will pay somewhat more for environmentally sound policies and pr

202、actices14.02%Not concerned but would pay a little something extra9.38%Source:Digital Commerce 360 and Bizrate Insights survey of 1,013 online shoppers,2024CONSUMER INSIGHTSTHE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSHOW CUSTOMERS VALUE FAST AND FREE SHIPPING OPTIONS36Meanwhile,some are both unwi

203、lling and unconcerned with the environmental impacts of their online shopping(17.18%),and some are both concerned and willing to pay more for retailers to apply environmentally sound policies and practices(14.02%).Others are willing to select an environmentally sound option if they benefit from it(1

204、8.07%),via reward points or money off future orders.WHAT KIND OF DELIVERIES ARE CONSUMERS MOST COMFORTABLE WITH?Close to half of consumers are not at all comfortable(45.01%)with self-driving vehicle delivery for their online orders.A similar amount(44.72%)are not at all comfortable with drone delive

205、ry of their online orders.Similarly,about a third of consumers are not at all comfortable with in-garage(35.64%)nor in-home(30.5%)delivery of their online orders.Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360HOW COMFOR

206、TABLE ARE YOU WITH THE FOLLOWING TYPES OF DELIVERY EXPERIENCES?Source:Digital Commerce 360 and Bizrate Insights survey of 1,013 online shoppers,2024CONSUMER INSIGHTSNOT AT ALL COMFORTABLEA LITTLE COMFORTABLE COMFORTABLEVERY COMFORTABLEEXTREMELY COMFORTABLEGig-based delivery services(as opposed to tr

207、aditional carriers/couriers)26.55%22.51%25.57%13.82%11.55%Drone delivery44.72%22.41%16.09%8.09%8.69%Self-driving vehicle delivery 45.01%20.34%15.50%9.77%9.38%In-garage delivery/package receptacles 35.64%22.70%18.26%13.33%10.07%In-home delivery 30.50%17.28%17.37%15.30%19.55%Package receptacles at the

208、 front of the house11.94%17.67%24.58%20.04%25.77%THE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDSHOW CUSTOMERS VALUE FAST AND FREE SHIPPING OPTIONS37On the flip side,just under a fifth(19.55%)are completely open to in-home delivery,and about half that amount are extremely comfortable with in-garage

209、delivery(10.07%).WHAT MAKES CONSUMERS MORE COMFORTABLE WITH ALTERNATIVE DELIVERY METHODS?More than half of consumers(51.83%)said that if theyre going to agree to such alternative delivery options,they want guarantees from the retailer that the retailer would be responsible for any theft or damage.Al

210、ong the same lines,they want guarantees that delivery companies will be responsible for any theft or damage(49.46%).Other consumers cited personal circumstances,including not having a security system for their home and/or garage(28.04%),their location not being suited for the type of delivery(22.8%)

211、,or crime in their neighborhood(22.51%).Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360WHAT WOULD MAKE YOU MORE COMFORTABLE WITH THESE ALTERNATIVE DELIVERY OPTIONS?Guarantees from the retailer that they would be respons

212、ible for any theft or damage51.83%Guarantees from delivery companies that they would be responsible for any theft or damage49.46%More information about alternative delivery options available from reputable sources28.53%Feedback from other online shoppers about their experiences with these alternativ

213、e delivery options28.53%If I had a security system for my home and/or garage28.04%If I had more complete information from the delivery company including about delivery people25.37%If my location was better suited for the type of delivery being suggested22.80%If I had more complete information from t

214、he retailer including delivery people22.51%If there was less crime in my neighborhood15.60%Nothing10.27%Source:Digital Commerce 360 and Bizrate Insights survey of 1,013 online shoppers,2024CONSUMER INSIGHTSWHAT PROJECTS CAN WE CREATE?Thought Leadership&Custom Research Reports Case Studies Benchmarki

215、ng Data Webinars Charts&Infographics NEW for 2024!Executive Video InterviewDigitalC World of Possibilities To Tell Your Story&Broaden Your ReachCustom solutions for leading companies.Lets build yours today!THE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDS39 Copyright 2024 Digital Commerce 360&Vertica

216、l Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360The Latest Ecommerce Fulfillment&Delivery Trends Report includes key featured articles published directly from the full Ecommerce Fulfillment Report.RESEARCHCOMMERCE 360Online retailers benefit as stabilization lead

217、s to better fulfillment outcomes.2024 EditionECOMMERCE FULFILLMENT REPORT Learn more about the full reportABOUT THE AUTHORSBrian Warmoth is the director of editorial,retail,for Digital Commerce 360.He has more than 15 years of experience in journalism and B2B media,including roles at Inside,American

218、 City Business Journals Inno sites and Industry Dives family of verticals.Brian has an M.S.in journalism from Northwestern University and a B.A.in English from the University of Illinois Urbana-Champaign.Brian Warmoth Director of Editorial,Retail B Abbas HaleemAssociate EditorAAbbas Haleem is associ

219、ate editor at Digital Commerce 360,where he edits news and research reports.He began his editing career at the Chicago Tribune,where he started on the sports desk and went on to edit and design other sections and publications in Tribune Publishings markets.Abbas graduated from Northwestern Universit

220、y with a masters degree in journalism and a concentration on sports.DIGITAL COMMERCE 360 RESEARCHFARNIA GHAVAMIExecutive Vice President,Digital StrategyFABBAS HALEEMAssociate EditorAJONATHAN LOVEAssociate Data AnalystJJAMES REEVESMarket Research AnalystJJAMES RISLEYResearch Data Manager and Senior A

221、nalystJJILL SUCHOMELData AssistantJBRIAN WARMOTHDirector of Editorial,RetailBSHARPEN YOUR Ecommerce Edge WITH DIGITAL COMMERCE 360sCrystal-Clear Data9 UNIQUE DATABASES REVEAL THE PERFORMANCE OF LEADING ONLINE RETAILERS AROUND THE WORLD:Sales Rankings&Financial Metrics Benchmarking Markets and Indust

222、ries Technology Providers that Power Each RetailerDIGITALCOMMERCE360.COM/ABOUT-OUR-DATABASES/THE LATEST ECOMMERCE FULFILLMENT&DELIVERY TRENDS41 Copyright 2024 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published October 2024.RETAILCOMMERCE 360COPYRIGHTCopyright 2024,Vert

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230、usefulness,adequacy,completeness or suitability of the Digital Commerce 360,Report.ABOUT DIGITAL COMMERCE 360Digital Commerce 360,formerly Internet Retailer,has been a global leader in retail and B2B ecommerce research and media for over two decades.Our organization provides daily news,trend analysi

231、s,and competitive data to a vast community of executives,retailers,financial firms,manufacturers and more.Our team of experienced journalists and researchers publish a multitude of products each year,including dozens of research reports,newsletters,charts and infographics,webinars,live events,and da

232、ta on thousands of ecommerce companies through its Digital Commerce 360 Research brand.We also founded groundbreaking ecommerce products and events,including Internet Retailer magazine,the Top 500 Guide,the Internet Retailer Conference&Exhibition(IRCE)and,most recently,the EnvisionB2B Conference&Exh

233、ibition.ABOUT DIGITAL COMMERCE 360 RETAILDigital Commerce 360 Retail delivers business intelligence and topic-focused reports on the global online retail market.Our reporting on retail trends,technologies and industry best practices reaches a diverse ecommerce community.These exclusive reports are available for download on DigitalC and deliver quality leads to our sponsors.