Merchants are missing an opportunity when sending tracking emails.
Only 18% of brands send customers to a branded page with delivery updates, while 67% send a link to the carrier’s tracking page, according to State of Shipping, a study by Shippo. Another 15% answer “other.”
This capability is important because 45% of consumers want a retailer to let them know when an order is delivered.
In addition, 42% will only shop with that firm if it responds and resolves a lost package.
However, the average shipping time is communicated by fewer than 50% of merchants. In addition, 45% of consumers say free return shipping is most important to them.
That aside, merchants anticipate the following challenges in 2023:
Cost of shipping — 36%
Decreased consumer spending — 20%
Customer acquisition — 13%
Supply chain delays — 8%
In contrast, it looks like brands put their issues in this order in 2022:
Cost of shipping — 41%
Supply chain delays — 12%
Decreased consumer spending — 11%
Customer acquisition — 9%
Asked what keeps them awake at night, 23% of merchants say looming recession and 20% the fear that consumers will cut out discretionary spending.
Of the consumers surveyed, 60% say they prefer buying online, while 40% choose in-store.
Shippo surveyed 1,191 ecommerce merchants and 1,000 consumers from November 10-December 14, 2022.