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Delivery options drive choice of sellers for online marketplace shoppers

Delivery options are one of the key influencing factors when it comes to customers choosing what sellers to buy from on online marketplaces, according to research from the Royal Mail.

The study showed that 75% of shoppers expect delivery times to be the same when ordering from an online marketplace as when they order from an online retailer with fulfilment of delivery options a driving force behind the choice of seller.

When it comes to returns, 59% of those surveyed said the returns experience would impact the rating they would give to a seller and 62% would be unlikely to shop with a seller again after a difficult returns experience. 78% expect the returns process with an online marketplace seller to be similar or easier than with online retailers.

The study showed that Amazon and eBay are leading the market with 80% of marketplace shoppers buying monthly from Amazon, including 17% doing so weekly. 76% of marketplace shoppers purchase from eBay every month and 16% do so on a weekly basis,

Nick Landon, managing director of Royal Mail Parcels, said: “The rise of online marketplaces is impacting the way consumers shop online and how retailers sell to their customers. Shoppers increasingly expect the same experience when purchasing on a marketplace to when buying goods from an online retailer. Businesses that are selling via marketplaces need to ensure they are offering the best customer service possible, with a positive delivery and returns experience at the centre of this.”

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