eCommerce businesses spend a significant amount of money driving traffic to their online store. Digital Marketers allocate budgets to email campaigns, social media networks, Google Adwords, retargeting, content creation or affiliate marketing.
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It costs more to acquire new customers than it is to focus on retaining the current ones you already have.
With a jam packed marketing calendar, you simply can’t afford not having customers complete their purchase when they visit your online store. Cart abandonment is a major concern for many online retailers.
Shoppers abandon their carts for many reasons related to shipping .
Since shipping is a big concern for both online shoppers and retailers, why not provide answers to all shipping related questions customers may have?
Here’s a list of the most popular delivery questions. Spend some time gathering answers for all of them and display them clearly in your online store.
1. How much is shipping?
First thing that comes to my mind when I plan on buying something online is how much is shipping going to cost me? I personally like it when retailers clearly display that information.
- If you offer free shipping, don’t simply say we offer free shipping. Be specific. For example: Free standard shipping to USA on all orders over $35.
- Create a well structured shipping page using headers and easy to ready font styles. For example,add a section called: How much is shipping to USA?
- Make sure to add links to your shipping page within your website footer, header, navigation menu, help pages, product pages and the cart page.
2. Do you ship to my country (what about duty fees)?
eCommerce is a global phenomenon. You can order something from Australia and have it shipped easily to Canada or USA.
In order to reduce cart abandonments, make sure to specify which countries you ship to. Don’t forget to also mention how duty fees and taxes are handled when shipping internationally.
- Clearly state which countries you ship to on product pages or the shipping page.
- Specify the currency of your online store.
- Let shoppers know if you ship internationally.
- If you offer international shipping, specify which countries are eligible.
3. How fast will you ship my order?
So you offer free shipping and you ship to Canada. Great! I’m sold.
I have one more question to ask: how many days will it take you to ship my order? I’m not asking about how long it will take to receive it, but how long will it take you to pick my order, package it and send it off with a shipping carrier?
Stating expected handling times is a great way to reduce cart abandonments.
- Specify on product pages handling times (ex: ships within 2 business days).
- Explain in details what happens if an item is backordered.
- Display your handling times on your shipping page.
4. How long will it take to receive my order?
So it will take you 2 business days to ship out my order. Question: how long will it take to receive it?
Setting clear delivery time expectations will help reduce cart abandonments. Don’t simply say it will take 3-4 days to receive an order. Be specific.
For example: Standard free shipping (Delivers within 4-7 business days)
- Provide an easy to read shipping table that specifies delivery times for each shipping method and country you ship to.
- If you offer order tracking, be sure to mention that. Shoppers love tracking.
5. Do you offer express shipping options?
Some shoppers can’t wait 3 or 4 days to receive their order. They need it next day or even within hours.
A great way to reduce cart abandons is by stating ahead of time if you offer express shipping options. Include delivery times and fees as well as the name of the shipping carrier (ex: Fedex , UPS)
6. Do you offer order tracking?
Don’t you like it when you order something online and you’re able to track it?
Let shoppers know if you offer tracking options because that’s going to help you reduce cart abandonments.
7. What if I don’t receive my order, is it insured?
Just like a tracking number, shipping insurance provides peace of mind for online shoppers especially for big ticket items.
If you offer insurance, make sure to mention it on product and shipping pages.
What happens next?
Online shoppers will decide to abandon their cart or leave your website when shipping options are simply unsuitable.
You will be able to reduce cart abandonments by answering these common shipping questions I’ve just shared with you. Keep it simple so it’s easy for shoppers to locate that information when they need it most.