In the lead up to the Christmas selling period, Australian online retailers can increase sales and convert visitors to customers by enacting changes to their delivery and returns systems, according to Hubbed founder and CEO, David McLean.

“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,” he said.

A recent Hubbed survey revealed that three-quarters (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.  

“Supporting density of delivery for carriers helps improve delivery timeframes. Carriers dropping off large volumes in a single drop to a Hubbed location increases their delivery efficiency and reduces carbon emissions,” he said.

Mclean has shared his top tips for improving ecommerce delivery and returns:

  1. 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.
  2. 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.
  3. 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.
  4. Support local. Australians have an innate desire to support Australian business and hyper-local services. Consider partners and suppliers who are using Australian products in all parts of your product or service delivery. Online shoppers will notice and appreciate it.
  5. Have a strong Click & Collect offer. Enabling customers to choose a Click & Collect option at a location near them offers increased reliability, convenience, and lowers your carbon footprint through less traffic congestion and CO2 emissions.