Christmas courier challenges
According to the survey, 83 per cent of 200 Australian retailers surveyed said they were not well prepared to handle shipping delays.
Retailers were asked how well they are prepared with multiple shipping options, including express and same day delivery, for shoppers this holiday season. Overall three quarters (77 per cent) indicated they were not.
Only 26 per cent of micro, 15 per cent of small and 25 per cent of mid-size Australian retailers feel well prepared to offer a variety of shipping options. Enterprise retailers fared better with 75 per cent feeling organised with their offering.
The survey of micro, small, mid-sized and enterprise retailers, explored the shipping-related challenges they face and exposed difficulties, particularly with smaller retailers, in relation to high shipping costs and satisfying customers over the peak period.
“Shipping and fulfilment are highly complex and important processes not only for business operations, but for keeping customers happy, especially as many online stores hit their peak sales period when customers are prone to be distressed and unsatisfied if gifts arrive late,” said CEO and co-founder of Temando, Carl Hartmann.
Three quarters (77 per cent) of retailers are not well prepared to offer multiple shipping options this Christmas.
Hartmann said many outlets rely on manual or partially automated systems for customer product returns (76 per cent), delivery tracking and customer communication (69 per cent), booking a carrier (68 per cent), and warehouse management (66 per cent).
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