Simply delivered – and returned: The importance of options in 2024

“Return to sender, return to sender” – Elvis Presley might have been onto something when writing his 1962 hit. Though today, when we think of returns, we most likely mean sending a purchase back rather than an unopened love letter. 

What would Elvis sing about today? Next-day delivery? Free returns? Maybe he’d serenade us about what today’s consumers value most when shopping online: the freedom to choose from many options.

How do we know this? DHL eCommerce has some pointers and insights into the thought process behind online shopping behavior based on their recently released 2024 Delivery and Returns Report. Let’s delve into some their findings. 

Have you ever abandoned your online shopping cart because you weren’t happy with the delivery options? Or when you saw the complicated returns policy? Well, you’re not the only one.

Based on a survey of 12,000 shoppers across 24 countries, DHL eCommerce has identified clear consumer preferences and insights businesses can use to create a great delivery and returns experience. You might be surprised by just how simple some of them are. 

Our 2024 survey takes a closer look at the delivery and returns options consumers like and dislike. Here are some key findings:

1. Incorporate delivery charges: 61% of online shoppers want next-day delivery but are not willing to pay extra for it. Consider integrating next-day delivery costs into the product price, as 46% of shoppers prefer this to a separate delivery charge at checkout.
2. Implement end-to-end tracking: If you can’t offer fast delivery, provide end-to-end tracking. 60% of shoppers appreciate knowing the estimated arrival time over delivery speed. But keep in mind that 43% of shoppers value real-time order tracking.
3. Reduce returns with better information: Minimize returns by adding details such as measurements and multiple photos to your product descriptions. This enhances the shopping experience and could reduce returns by over 55%.
4. Consider paperless returns: 64% of online shoppers still prefer return labels included in the parcel, but there is a rising preference for paperless returns. Explore paperless options like QR codes to save costs, reduce waste, and align with sustainability goals.
5. Give choices for return options: An increasing number of shoppers opt for out-of-home returns. Parcel lockers and in-store parcel points provide flexibility and convenience for returning purchases.

Not all shoppers think the same. Tastes differ from country to country and from continent to continent. Make sure to check out the full report (link below) for deeper insights. Once you understand what your customers really value when it comes to delivery and returns, you can improve their experience – and turn browsers into buyers.