Failed Christmas deliveries could cost retailers £464.9 million in returns, according to Sorted. The company claims that its figures suggest that there could be £2.3bn worth of failed online deliveries during peak trading this year which will cost retailers £464.9m in returned goods alone.
Lack of convenience accounts for a quarter 25% of failed deliveries due to shoppers not being able to change their delivery options once an item has been shipped – 13% have realised in advance that they would be out for a delivery time slot and not been able to rearrange the shipment, while 12% have gone out last minute knowing an item is due for delivery. A further 17% got bored waiting for a delivery that they couldn’t reschedule and gave up waiting, only to find a delivery ‘calling card’ left when they returned.
David Grimes, founder and CEO at Sorted, commented: “As retailers increasingly compete on the last mile, consumers have now become accustomed to receiving seamless deliveries – they expect speed, convenience and personalisation as standard. And, with the time pressure of delivering orders in time for Christmas, shoppers’ expectations reach fever pitch,” he said.
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