All Things Shipping | Jun 09, 2022

[Infographic] Meeting Today’s Consumer Expectations: E-commerce Shipping & Returns

Heather Lohmann

What do consumers want when it comes to e-commerce shipping and returns? Some want free, some want fast, and everyone wants convenience. But with 58% of merchants reporting cost of shipping as the biggest challenge for their business, and fulfillment operations often impacted by delays and disruptions, it can be challenging to deliver all the bells and whistles consumers now look for when shopping online (thanks, Amazon).

Our latest infographic highlights some key Shippo survey stats to help you stay informed about today’s consumer expectations – and build a shipping strategy that works for both your business and your customers.

It should come as no surprise that consumers want free shipping.

But while some only want it, others expect it – and the consequences of not offering free or discounted shipping at least some of the time can lose you business.

On the flip side, upfront and clear communication about your e-commerce fulfillment experience – including shipping times – can help inspire more confident purchases.

When it comes to returns, consumer expectations aren’t far off from those that come with shipping: Offering free return shipping can make or break a sale.

If you do offer free returns, make sure you clearly communicate this clearly and across multiple touchpoints to encourage more purchases.

But beyond free, consumers also want their e-commerce returns to be seamless and – of course – easy.

At the end of the day, it’s crucial that e-commerce merchants feel equipped to meet today’s consumer expectations, while simultaneously making business decisions that help them stay ahead of supply chain disruptions and carrier delays, and save on fulfillment costs. Savings strategies that jeopardize the customer’s experience can end up costing retailers more in the end, while those who strike the right balance will come out on top.

Heather Lohmann is a Senior Content Marketing Manager at Shippo.

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