E-commerce is much more than selling a product through online platforms. Just as in physical shops, the shopping experience is extremely important to the success of the buying and selling process.
Aspects such as the usability and organisation of the content on your site or marketplace, the marketing strategies adopted (good brand-customer communication generates traffic that can be converted into sales), the price (it's easy to make comparisons online) and a simple checkout process with various payment methods and free postage are key to a rewarding shopping experience for your customer.
It is on this last point that many e-commerce businesses have the most difficulties. Payment methods unsuited to the consumer profile and a delivery system characterised by delays and damaged products are synonymous with lost customers.
This is not, however, a fatality. A quick visit to the REDUNIQWhen it comes to online sales, there are a number of online payment solutions which not only guarantee simpler and safer transactions, but also fit the profile of the 21st century Portuguese digital consumer.
One of them is REDUNIQ@Payments. This solution provides a platform, optimised for smartphones and tablets, which allows you to remote payments by e-mail, SMS or WhatsAppwith Visa and Mastercard no need to have a website or integration with the merchant's online shop.
Thus, in a simple, practical and secure way, merchants can accept remote payments even if the economic agent is sell online without a websiteas is the case with the thousands who secure their sales through social media marketplaces.
As the online shopping experience doesn't end when someone clicks "make payment" and the products purchased need to arrive at consumers' homes on time, we'll help you create a delivery system that favours your customers and guarantees you more sales.
How to create a delivery system
Before we get into the aspects you should pay attention to when implementing a delivery system, remember that it's vital to spend some time researching the market so that your online shop's logistics costs don't take up a large part of your turnover.
Choose the type of delivery system that best suits your online shop or marketplace
- Own logisticsThe entire delivery process is your responsibility. This means that you will be responsible for stock management and the realisation of each stage: from storage to product delivery.
- Partially outsourced logisticsIn this type of delivery system, you are responsible for storing and packaging the product, while the delivery is carried out by another company (carriers, couriers, etc.).
In addition to couriers and carriers, there are other partially outsourced logistics services such as delivery apps. These deliver various types of products to any of your customers. All you have to do to make this happen is register your company on the relevant app and request the pick-up and delivery of the product sold.
To use the services of this type of application, you don't need to have an online shop as they are aligned with those who want to use them. selling online through social media marketplaces. These delivery services are also excellent options for express or last-minute deliveries.
- Third-party logistics or dropshippingwho wants distance selling and not have to worry about storing and delivering products, outsourcing or dropshipping is the right option.
With dropshipping, the merchant only has to worry about marketing and selling the products using third-party stock, i.e. the products you sell don't physically pass through you.
Once the order has been placed by the customer, the order goes to the supplier. The supplier, in turn, sends the product directly to the end customer on behalf of your shop.
The profit margin in this type of system will result from the difference between the amount charged by the supplier and the price advertised to customers on your website or marketplace.
Hire the services of a transport company
Although we usually associate deliveries with the post office, the truth is that the option most used by online businesses is couriers.
Regardless of the size of the package, couriers offer short delivery times, which are usually met, at competitive prices. However, be aware of restrictions on the size, shape and weight of parcels.
Be careful with the packaging
The product that leaves your shop may travel a long way before it reaches your customer. On this journey, it will pass through several people who are not always careful, and it will be stored and transported along with other products.
So take special care with the packaging, as it will have the arduous task of protecting the parcel until it reaches the customer. Use bubble wrap to wrap the package, use reinforced boxes and good quality adhesive tape.
Despite their ecological appeal, avoid reusing boxes, as this could damage your company's image. If you want to be environmentally friendly, prefer to use those made from renewable or recycled sources.
Invest in personalised packaging. It's a good way to score points with customers and spread your brand.
Delivery times: don't promise what you can't deliver
Communicating short delivery times to your customers is seductive, but it can be counterproductive. Don't promise delivery times that you won't be able to meet; the ideal is to have a safety margin in case something unexpected happens. In the event of delays, keep the customer informed of the reasons and what is being done to resolve the situation.
Also be aware of weekends and public holidays. On these dates, delivery systems are usually saturated. In this case, the best thing to do is to communicate a longer delivery time.
Ideally, good delivery times mean delivery within five working days or 24/48 hours. Accept returns and don't charge extra for them.
Define performance indicators
In order to know whether your online shop's logistics are producing positive results, the delivery process must be constantly monitored.
These are some of the indicators you should use:
- Parcels damaged in transitThis index measures the percentage of costs for parcels damaged during transport in relation to the total amount paid for transport. To calculate it, divide the amount spent on damaged parcels by the total amount transported during the period. Then multiply by 100.
This index should be as low as possible, but a value between 0.1% and 0.5% is considered normal, depending on the type of goods being transported.
- Cost of transport on salesTo find out what percentage of your turnover is being channelled to pay for delivery costs, add up all the transport costs and divide by the turnover recorded for the period in question and multiply by 100.
- Perfect orderThis indicator measures the percentage of orders that your shop was able to deliver within the communicated deadline. To calculate it, divide the number of orders delivered by the total number of orders. Then multiply by 100.
Ideally, the result should be as close as possible to 100%.
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