When setting up an online store, deciding on the ordering process is a key piece of the customer-experience puzzle. New Zealand Couriers works closely with many retailers to deliver items across the country, and Commercial Sales Manager Debra Lloyd-Evans has found some key considerations can be overlooked.
“What it often comes down to is taking care around how you word your delivery options during the ordering process,” Debra explains. “If you’re not clear about what you’re offering you can end up in a sticky situation, or make the buying experience a negative one for your customers.”
So what do you need to consider when setting up your online store’s delivery options? Debra has four tips to get you started.
1. Delivery cost
These days many retailers offer online shopping, so the cost of delivery can be a real point of difference. Some stores provide free delivery New Zealand wide – either across the board or after a certain price point. While this can tip the balance of whether a customer chooses to buy from your store or another, it can leave you wearing a delivery cost that cuts directly into your profit if not managed correctly.
“You need to think about the shopping experience you want to offer your customer,” says Debra. “There’s nothing worse than being slapped with an unexpectedly large delivery fee at checkout. A better way of doing it might be to slightly bump up the base price of the item, then offer cheaper – or free – delivery. It’s a nice surprise for customers, rather than a nasty shock.”
If you do decide to charge for delivery, a good option is to set a flat rate based on the value of the purchase. For example, free shipping if the item is over $100, $5 shipping if it’s less. This keeps it simple and can encourage customers to buy more to take them over the free delivery threshold.
2. Rural & International deliveries
For rural deliveries, Debra suggests careful wording informing customers an extra fee will apply.
“Courier companies need to charge extra for rural deliveries, as they incur additional costs. This is passed on to the retailer, so in turn consideration should be given as to whether it’s passed on to the customer.”
Pricing international deliveries is another consideration. As Debra explains, this can be tricky as every country’s customs rules are different and price is determined by the size and weight of each item.
“If you’re planning to ship overseas, give one of our International representatives a call. Depending on the online solution you’re using they can offer you clear, cost-effective delivery options and provide information around customs requirements.”