Delivery issues are deal-breakers for most marketplace e-shoppers - report

By

Nigel TAYLOR

Published
May 24, 2022

Delivery systems that can be trusted have always been essential for online retailers in keeping consumers happy. But research shows delivery is now one of the biggest deal-breakers and a key decider for which marketplaces UK shoppers choose.

For 81% of shoppers, convenience is the most important reason they choose to shop at online marketplaces, followed by competitive prices (63%) and a wide product range (52%), according to e-commerce delivery platform Sendcloud.
 
Importantly, 65% of online consumers say they wouldn't order from a marketplace if they don't offer a convenient delivery option and 71% say flexibility in delivery is key for them. 

After standard delivery options (30%), the most popular ones are next-day delivery (21%), same-day delivery (10%), or local store pick-up (7%).
 
Speed is also an important deciding factor, with 40% of consumers refusing to order from marketplaces that don’t offer fast delivery. And speed also trumps the cost of deliveries for consumers, with just 28% saying free delivery is essential for them to place an order.
 
But the good news for marketplace retailers is that the survey showed 41% of consumers claim they plan to shop more on these platforms in the upcoming months and 35% said they prefer shopping on marketplaces over regular online stores. 
 
And 90% of consumers said they now regularly shop via online marketplaces, with Amazon (67%) by far the leading choice ahead of closest rivals eBay (19%) and Etsy (5%).
 
“Consumers are increasingly demanding when it comes to shipping and fast and flexible delivery has become the new norm,” said Rob van den Heuvel, CEO, Sendcloud.  
 
“While marketplaces like Amazon and Zalando may have mastered the delivery experience for consumers, the shipping process at the back often turns out to be poorly organised.” 
 
Van den Heuvel added: “In practice, many sellers struggle to meet delivery expectations as every marketplace has its own requirements in terms of shipping options. If marketplaces really want to turn delivery into a key USP, it’s essential they simplify the complexity of marketplace logistics and enable sellers to ship quickly without worry.”