Please indicate the delivery method you are going to use. Four ways to organize delivery for an online store. Delivery by transport companies

According to a Forrester survey conducted in 2014, 50% of online shoppers would like to be able to pick up their orders at home. retail branches the same online store. This is not at all surprising: the cost of delivering goods, taxes and various additional costs when making a transaction in an online store repulse 33% of buyers.

That is why the ability to pick up your order yourself, without requiring any additional costs, is becoming an increasingly popular option for receiving goods.

Despite the fact that many online stores provide their customers with self-pickup, most visitors do not notice the presence of this shipping option because the web element for selecting this option is completely different from where people expect to see it.

As research by the company Baymard, which tests the usability of web interfaces, has shown, 83% of respondents, when ordering goods using a smartphone, did not notice the “pickup” button on the website of the REI branded clothing store.

The option to receive goods at a retail outlet (Find in store) is located directly on the product landing page. But the fact is that most customers expect to see a pickup option during the checkout process, that is, among other delivery methods. Some visitors even look through the FAQ and the text of the product delivery policy in search of an option for self-collection of the purchase, while completely not noticing the item they are looking for.

Picture 1 shows the location of the option to receive goods at a retail outlet (Free store pickup today) on the website of the American toy store Toys R` Us.

The pickup option is located at the very beginning of the payment page: this placement option is more suitable, but users still do not notice the option to receive the order in the store, expecting to see it among other delivery options, which in the case of Toys R` Us are displayed just below (picture 2) .

Customer perception of self-order pick-up

Most eCommerce platforms include a pickup option either at the very beginning of the checkout page or well before the checkout process.

But, as we have already said, visitors expect to see such an option among the product delivery methods, so they simply do not notice it on other pages of the online store.

The fact is that consumers regard the option of receiving their purchases themselves as an absolutely full-fledged delivery option, despite the fact that the online store does not actually send them anything.

Displaying the pick-up option among other delivery methods also has a positive effect on the purchasing decision of price-sensitive customers: they have the opportunity to compare the prices of all possible options for receiving the goods and make the decision that is most beneficial for their wallet.

Why pay an extra 500 rubles for shipping if you can pick up the goods from the store yourself on the way to work?

The image shows the checkout page in the Notus online hardware store. The self-pickup option is displayed exactly where most shoppers expect to find it—along with other delivery options.

Self-pickup - an advantage over competitors

By providing customers with the ability to pick up orders from retail locations, any business receives several benefits.

• Firstly, the option of receiving goods at the point of delivery can serve as a worthy alternative to the standard one. As we said at the very beginning of the article, 33% of buyers do not complete the online purchase process because they are put off by the additional costs of purchasing a product, one of which is shipping.
• Secondly, you gain a competitive advantage over online stores that do not have retail outlets or pickup points.
• Third, you also optimize sales through upselling.

High conversions to you!

Sellers on Aliexpress do not always send goods using the delivery service you chose when ordering. There may be several reasons for this. And I wrote about them in the article.

If free delivery was indicated in the order, then a dispute in this case should not be opened. Since the delivery amount was zero rubles. And you will have to return zero rubles. That is, there is no subject for dispute. Even if the seller openly deceived him by writing a free EMS delivery or DHL, but in fact sent by the cheapest China Post.

You could get your money back in one case: when your order included paid delivery. And the seller sent the goods by another postal service. Often even without a tracking number, or very slow and less reliable than stated. Then it was possible to return the entire cost that you paid for delivery. Because the seller provided incorrect information or cheated in an attempt to save money.

The delivery method used is different from the stated one

Previously, for disputes for this reason there was a separate paragraph in the reasons for the dispute "Problems with logistics", if you select the item “Have you received the ordered product?”->"Yes." But after recent changes on the site, this point completely disappeared from the dispute. And now the dispute form looks like this:

In the tab "An emerging problem" There is not a single item that would fit the logistics problem. Cause “The delivery method used is different from what was stated.” disappeared.

Which reason for the dispute should I choose?

According to Aliexpress rules, you must always choose the exact reason for the dispute. But now, if the seller sent the goods by another delivery service, there is no suitable item. One of our readers turned to the support chat and consulted with the employees about what reason to choose now. The answer was as follows:

Lina: Hello! Welcome to AliExpress Customer Service. My name is Lina. How can I help you?

Buyer: Hello. How can I make up the difference in shipping costs? The seller sent the item via a different delivery service than I chose.

Lina: Wait for the parcel to arrive. After receiving the package, you can start a dispute and request compensation for the fact that the delivery method has been changed.

Buyer: Which reason should I choose?

Lina: The reason is “the product does not match the description.” I ask you to choose these reasons and then write your exact situation. and our team can look and help you resolve your issue.

In this dialogue, the support service employee advised to simply select the first item from the reasons “The product does not correspond to the description”, but at the same time immediately, from the first words, write for the mediators that he wants compensation for the fact that the seller sent the goods by another delivery service.

• - In the desired refund amount, indicate the entire amount that you paid for the delivery of the goods.
• - As evidence of the dispute, you can attach a snapshot of the order, where the delivery method you have chosen is graphically highlighted. And a screenshot from personal account, where the seller indicated the track and website of another delivery service. And also a screenshot of the tracking site, where the delivery service is determined.
• - You can write at the end what problems you received due to this change (the product took a long time, did not arrive on time, arrived damaged, etc.)

And most importantly, disputes regarding the delivery method can only be opened after the package has been received! And you are convinced that everything is fine with the product.

"So simple!" I have prepared for you today a very entertaining one that will help you understand yourself and begin to understand your inner world.

Prepare a piece of paper and a pen. First, you will need to carefully read the questions and give a written answer to them. Try to answer as quickly as possible.

Write or even draw the first thing that comes to your mind. If you answer them immediately and without hesitation, you will be able to establish contact with your subconscious.

Psychological test

Questions

1. You are walking with someone through the forest. Who is this?
2. You are walking in the forest and see an animal. What kind of animal is this?
3. What happens after you meet his eyes?
4. You walk deeper into the forest and see a clearing in front of you. The house of your dreams stands in front of you. Describe its size.
5. Is there a fence around it?
6. You enter the house and go to the dining room. Then you see the dining table. What is on it and around it?
7. You go out the back door and see a glass or cup lying right on the grass. What material is the container made of?
8. What will you do with her?
9. You walk to the end of the clearing, in the middle of which there is a house. There is a pond there. What kind of pond is this?
10. How are you going to cross the water to move on?

The answers to these questions demonstrate your values ​​and ideals.

Result

1. The person you are going with is the most important person in your life.
2. The size of an imaginary animal is actually the size of your internal problems. The larger the animal, the harder your life.
3. The way you react to an unexpected meeting in the forest is your most typical way of solving problems (aggressive, passive).
4. The size of your dream home is the size of your ambitions. If it's too big, you may have high expectations from life.
5. The absence of a fence indicates that you are an open and internally free person. If it is there, it means you value personal space and expect the same from others.
6. If there is no food, flowers or people on or near the table, then you are most likely deeply unhappy.
7. The strength and durability of the material from which the container is made is how strong and strong you perceive your relationships in the family. Disposable plastic or paper cup? Glass?

   Most likely, you are worried about the future of your family. If the container was metal or porcelain, then you have nothing to worry about.

8. Your action characterizes your attitude towards the person from question number 1.
9. The size of the pond is the size of your sexual appetite.
10. The wetter the mode of transportation you choose, the more important sex is in your life.

This test can be repeated over and over again, several days apart. This way you can see how your emotional condition from day to day. Everyone needs to take this test. Recommend it to your friends!

The volume of online purchases is showing stable growth. More than 30% of our country’s working population regularly places orders in online stores. Over the past three years, the number of online shoppers has grown 2.5 times. Moreover, this growth occurs mainly due to residents of the regions and young people, who are among the most active users
e-commerce. Among the most popular categories of goods purchased online are: Appliances and electronics (more than 40%), clothing and shoes (15%), auto parts and household goods (10% each).

How does the product reach the delivery service?

After the customer has made all the required clicks, information about the order is sent to the online store’s database. The customer service manager must contact the buyer, confirm the purchase and send a request for order completion and delivery to the logistics company.

Large stores often outsource logistics functions - with a large flow of orders, this is much more profitable than keeping even small warehouses in the regions.

How not to bring a chair instead of shoes

After the application has been received by the logistics company, it is processed by managers and transferred to the warehouse. Its employees select packaging depending on the delivery method and the nature of the investment, complete the shipment, pack it, draw up accompanying documents, stick labels and transfer the order for delivery. This is a very important stage, since it determines whether the buyer will receive what he ordered.

The girl refused to swim in a vest, called the store where had to fix it
mistake at your own expense

Once, for example, a girl ordered a sports swimsuit from a well-known and very expensive Moscow store. The manager called, checked the price, and the customer confirmed everything. We agreed on the arrival date of the courier. At the appointed time, the courier arrived and brought her a vest. The girl refused to swim in the vest and called the store, which had to correct the mistake at its own expense. In the end, the client was satisfied, but where the first copy of the swimsuit was “lost” remained a mystery.

The reason for such cases, as a rule, is a mistake by the store manager in the nomenclature when transferring the order for picking. There may also be a warehouse error. Therefore, monitoring the compliance of the article numbers on the product and in the accompanying documents is a very important component when completing an order. If, due to an error, the buyer receives something completely different from what he ordered, the store has to incur significant expenses. In addition to the cost of delivery of the mixed up product, you have to pay for re-assembling, packaging, processing and re-delivery of the order. And to maintain customer loyalty, it is worth putting an additional small gift in the package.

How is the order sent?

The online store, in the case of self-pickup of orders, transfers the packaged shipment to the transport company. If necessary, the transport company additionally packs it and prepares accompanying documents. After this, the order is finally sent on its way.

At this stage, many errors can occur - from a failure in the IT system of one of the parties, which results in confusion in addresses, to errors in the data provided by the online store, which complicates delivery.

It is very important for buyers to be careful when filling out address information when placing an order: an error even in one number can lead to your order being sent to a completely different one locality. For example, there are two cities of Blagoveshchensk - in the Amur region and in Bashkiria. And if the buyer did not indicate the postcode, and the online store did not check it, the parcel may end up in a completely different region of Russia.

What do parcels travel on?

The choice of the type of transport by which the order will travel depends on the target cost and target transportation time (logistics is aimed at minimizing the cost, and the commercial service is aimed at reducing time). Most often, goods are transported over a distance of up to 500 kilometers by car; over 500 kilometers, it is more expedient to transport by rail or air.

By the way, ground transport also has its own restrictions on the duration of movement; on average, this is no more than 500 kilometers per day for each type of transport. Plus two days minimum should be allocated for additional processing departures.

At the same time, the distance has almost no effect on the condition of the goods at the end of the journey. It is important here how many overloads and intermediaries there will be, as well as what their competence is. You can deliver a damaged shipment within the Moscow region, or you can bring the order intact to Vladivostok.

Who pays for shipping

As a rule, online stores are divided into two camps: those who take on all the costs of order delivery themselves and those who shift these functions to the recipient. In the first case, the store guarantees free shipping order (usually if the order amount exceeds a certain minimum) and chooses the delivery channel himself. In the second case, the online store offers the recipient to choose a courier company from several options, depending on the expected delivery time and cost.

However, there are also companies that offer a single delivery rate, which is paid by the recipient, and the difference between this rate and the rate of the courier company, if any, is reimbursed at their own expense.

What's happening at the post office

After passing through the highway and sorting, the shipment arrives at Postal office and waits for the recipient to redeem it. However, it happens that it can lie for a very long time, since the recipient, for example, did not receive a notification.

And it happens that the customer, while waiting for the parcel, changed his mind and simply did not go to the post office to redeem it. No one will judge him for this, and this happens often. Online shopping is often emotional and momentary. And after a few days there is already a risk that the person will “burn out.”

Online shopping is often emotional and momentary. After a few days there is already a risk that the person will “burn out”

When we deliver orders, we try to competently build a dialogue with the customer of the online store, and the number of items that were refused to be purchased is reduced. In 2014, the percentage of returns for all shipments passing through us did not exceed 6.78%.

In case the goods are delivered courier service, difficulties may also occur. Starting from the complex process of agreeing on the time and delivery address to privacy issues. For example, when making purchases in intimate goods stores, many customers are not ready to receive a courier in their office and prefer to pick up the goods “on the street.” With one of our clients, we have developed an entire order delivery system that guarantees the confidentiality of the purchase and reduces possible awkward situations to a minimum - from special packaging to instructions for call center operators and couriers.

How to return an order

If you refuse to purchase, the story does not end for the online store and the transport company that carried out the delivery. You need to take the product back and return it to the online store. And the online store needs to disassemble it, place it in storage and pay double the delivery rate, without earning a penny from it.

Some online stores even use the opportunity to return unsuitable goods as one of the ways to attract customers. But each return incurs additional processing costs. Depending on the product category, both the buyer himself and the online store may pay for this.

In the case of unredeemed shipments, the costs most often fall on the store. He will have to pay for delivery to the place of residence of the intended buyer (100% of the delivery rate), return delivery of the goods - (from 50 to 100% of the rate, depending on the operator), disassembly of the shipment and placement of goods for storage (the cost depends on the fulfillment operator or costs of maintaining your own warehouse). In addition to delivery, the online store has already paid for the advertising that brought the buyer to it. Perhaps he will pay fines to the supplier if the goods are returned to him. Sometimes, after long transportation, a product needs to be assessed for its suitability for further sale, and this costs an expert, a lawyer and other specialists who will deal with complaints with the transport company and the supplier.

Returning goods to an online store is one of the biggest problems in Russian e-commerce, since for most online stores these costs eat up up to 80% of the profit. According to our data, reducing the number of return shipments by 3-5% increases revenue by 20-30%. If online stores begin to work effectively with customers and logistics operators at the last stage of delivery, then many of those who are now on the brink of survival will be able to save their business.