ChannelLife Australia logo
Industry insider news for Australia's technology resellers
Story image

Research: e-retailers failing to deliver on promises

By Ben Moore
Thu 13 Jun 2019
FYI, this story is more than a year old

Recent data from consumer rights group Resolver has shown that the number of complaints against online retailers is growing rapidly, rising by 84% from 2017 to 2018. 

One of the issues that prompted the most complaints was the delivery of items, accounting for 32%, or 35,000, of the total complaints made against online retailers. 

Digital commerce consultancy company Tryzens CEO Andy Burton says this may be evidence that online retailers are over-stretching themselves, trying to provide customers with delivery times they can’t quite hit and damaging customer satisfaction rates in the process.

“Delivery has become one of the most important battlegrounds of eCommerce, with online retailers promising ever more ambitious delivery services for their customers,” says Burton.

“We have now reached the point where Amazon will now deliver certain products within two hours of purchase to some locations, and almost every online retailer is offering next-day delivery, often for free. Online retailers are now in a ‘race to the bottom’ to win market share and ‘share of wallet’ by offering free deliveries and returns. Resolver’s data reflects the pressure on retailers having to offer more aggressive delivery targets, showing that in March 2019 59% of deliveries were for one-day delivery, compared to 49% in March 2018.

“Retailers must consider whether it is really customer demand that is driving this competitive pressure, or if it is retailers jostling for market position. If it’s the former then the consumer may be less sensitive to delivery costs, but if it’s the latter then the retailer needs to understand the risks to its margins in offering such a delivery service. It’s important to continually gather and analyse customer feedback to make sure that the customer comes first and they are receiving the level of service that they expect.

“Committing to a delivery service level is as much about reputation as it is about driving sales. As we saw last year with Amazon Prime, making promises that you can’t keep will come back to bite you in the court of public opinion and with Advertising Standards. So, making sure you can pick, pack, dispatch, track and deliver to achieve the service committed is essential, and retailers need to recognise that it increases overheads, a cost that needs to be passed on. The concept of a relatively small subscription fee for unlimited next-day delivery (as offered by Amazon Prime) is great in principle, but is the commitment to quality achievable and economically viable? Most retailers offering next day premium delivery services will require payment by the customer to cover the increased costs involved.

“Arguably, more important than the speed of delivery, is keeping the customer informed about the status of their order, notifying them through their chosen channel that it has been processed, shipped, on its way to the final destination and delivered to the place of their choosing. It may result in customers getting their order after a few days, rather than the next day, but by keeping them informed retailers can manage their expectations and deliver a positive customer experience.”

“In the case of many online purchases, most notably in fashion and apparel, the returns rates are often a significant percentage of sales. As such, the order fulfilment lifecycle costs need to be fully understood in terms of picking, packing, tracking, cost of shipment, fee recovered, return rate and other associated costs. With online deliveries being such fertile ground for customer complaints, retailers need to ensure that they are doing everything possible to provide a good experience, and this means, however they are delivering an item, keeping the customer fully informed on the status of their order.”

Related stories
Top stories
Story image
Symbio
Symbio consolidates TNZI business to support APAC expansion
Symbio has recently announced the consolidation of its international business (TNZI) under the Symbio brand to support its Asia Pacific expansion strategy.
Story image
Cybersecurity
4/10 Australian SMEs fallen victim to cyber-attacks since pandemic
Almost four out of teb SMEs in Australia have fallen victim to cyber-attacks since the pandemic began, according to a new study.
Story image
Transport
Third-party automotive apps bear significant privacy risks
Mobile applications for connected cars provide various features to make life easier for motorists, but they can also be a source of risk.
Story image
Digital wallets
Australians lead the way in digital payment use - report
Australian consumers are at the forefront of mobile wallet use and adoption of digital banking tools, abandoning cash and physical payment experiences.
Story image
Data Protection
Information management capabilities to meet privacy requirements
Organisations with customers or operations across more than one country face a spate of new and proposed privacy and data protection laws.
Story image
Identity and Access Management
The post-pandemic workforce requires secure IAM capabilities
HID Global discusses what identity and access management means for organisations in today's convoluted digital world.
Story image
Surveillance
i-PRO releases smallest AI-based surveillance camera on the market
The new i-PRO mini network camera is now available, with a pocket-sized form factor and full AI analytics functionality.
Story image
Microsoft
Elevation of Privilege the top 2021 Microsoft vulnerability
BeyondTrust has released its 2022 Microsoft Vulnerabilities Report, finding that Elevation of Privilege is the top vulnerability category for the second consecutive year.
Story image
Digital Marketing
Similarweb acquires SEO and rank tracking company Rank Ranger
Digital intelligence company Similarweb, which specialises in analysing web traffic, has acquired Rank Ranger, a market leader in SEO and rank tracking.
Story image
Ransomware
Alarming surge in Conti Ransomware Group activity - report
A new report has identified a 7.6 per cent increase in the number of vulnerabilities tied to ransomware in Q1 2022.
Story image
Wireless
Hands-on review: Technics EAH-A800 Noise Cancelling Wireless Headphones
Designed in Osaka, Japan, these headphones just exude quality. They aren’t heavy, but they feel well built and solid.
Story image
Sony
Sony launches LinkBuds S - the latest model in the series
Sony says the LinkBuds S will give users a unique sound experience through sensor and spatial sound technology, even in AR games.
Story image
Red Sift
Entrust expands strategic partnership with Red Sift
Entrust has expanded its strategic partnership with Red Sift to make it easier for businesses to adopt Brand Indicators for Message Identification (BIMI) standards for email identification and security.
Story image
Cybersecurity
What every CISO must answer to enable a best-in-class security operations program
It has been widely reported recently that South Australian government employees have been the victims of a cyberattack.
Story image
Malware
'Alarming' rise in ransomware threats - Verizon report
As criminals look to leverage increasingly sophisticated forms of malware, it is ransomware that continues to prove particularly successful.
Story image
Vectra AI
Vectra’s inaugural Partner of the Year Awards revealed
APAC companies Baidam, Firmus, ShellSoft and Macnica have been recognised in Vectra AI's inaugural Partner of the Year Awards.
Story image
Employment
Tech job moves - Forcepoint, Malwarebytes, SolarWinds & VMware
We round up all job appointments from May 13-20, 2022, in one place to keep you updated with the latest from across the tech industries.
Story image
BYOD / Bring Your Own Device
How zero trust can lead the battle against ransomware
SecOps teams champion a zero trust strategy to support the fight against the escalating risk of cybercrime and help monitor threat actors across a network.
Story image
Dynabook
Dynabook refreshes Portégé X30L series with the Portégé X30L-K
The new model contains hybrid-architecture Intel 12th Gen Core P-Series 28W processor options, Wi-Fi 6E, along with Intel Iris Xe graphics.
Story image
Cybersecurity
Cybersecurity prompts upgrade for 1.3 billion electricity meters
ABI Research finds Advanced Metering Infrastructure (AMI) and cybersecurity concerns are prompting the upgrade of 1.3 billion electricity meters by 2027.
Story image
Sift
Sift shares crucial advice for preventing serious ATO breaches
Are you or your business struggling with Account Takeover Fraud (ATO)? One of the latest ebooks from Sift can provide readers with the tools and expertise to help launch them into the new era of account security.
Story image
SaaS
MedCart achieves close to AUD$10 million in sales with help from Marketplacer tech
Australian health and medical start-up MedCart has achieved annual sales of close to AUD$10 million in less than 12 months, utilising Marketplacer marketplace technology to help achieve successful results.
Story image
Broadband
Telstra enters into new RSP agreement with Opticomm
Telstra has entered into an RSP agreement with Opticomm (A Uniti Group Limited subsidiary) to provide network fibre services to customers.
Story image
Cybersecurity
Asia Pacific plagued by sophisticated bad bots - report
The three most common bot attacks were account takeover, content or price scraping, and scalping to obtain limited-availability items.
Story image
Cybersecurity
Comcast to use ThreatQuotient for cybersecurity operations
Comcast, the parent company of NBC Universal and SKY Group, has chosen ThreatQ Platform and ThreatQ Investigations to meet their cybersecurity needs.
Story image
Artificial Intelligence
Frost & Sullivan recognises Genesys as leader in new reports
Frost & Sullivan has recognised Genesys as a leader in the cloud contact centre market for its robust cloud and digital capabilities.
Story image
Microsoft
Microsoft previews Power Platform website design offering
Microsoft has announced the preview of Power Pages, the fifth product in its Power Platform family, designed for low-code makers and professional developers.
Story image
Wireless
Hands-on review: HyperX Pulsefire Haste wireless mouse and HyperX Pulsefire XL Mat
With its lightweight Pulsefire Haste wireless mouse and RGB lit Pulsefire XL Mat, HyperX sets out to up your game and add a little colour to your desktop.
Story image
Malware
Fortinet introduces self-learning AI in latest offering
Fortinet is introducing self-learning AI capabilities in its new network detection and response offering, FortiNDR.
Story image
GapMaps
GapMaps Live to improve brand decisions on physical locations
GapMaps has released its latest service GapMaps Live, giving more insights and features to help brands make better decisions about physical locations.
Story image
Customer experience
Phone, internet complaints increase for first time in five quarters
Phone and internet complaints have increased for the first time in five quarters, according to a new telco report from the Ombudsman.
Story image
Training
Infosec unveils role-guided cybersecurity training roadmaps
Infosec Skills Roles maps hands-on training and certifications to the 12 most in-demand cybersecurity roles to maximise training efficiency.
Story image
Omnichannel
Lexmark launches A/NZ first with retail publishing solution
Lexmark, a global imaging and IoT solutions leader, launched its Publishing Platform for Retail (PPR) in Australia and New Zealand.
Story image
Phishing
Vishing attacks reach all time high - Agari and PhishLabs
"Hybrid vishing campaigns continue to generate stunning numbers, representing 26.1% of total share in volume so far in 2022."
Story image
Ransomware
Employees on the frontline of cyber defense - report
In the first quarter of 2022, employees found themselves more than ever at the frontline of cyber defense, according to a new report from Kroll. 
Story image
Informatica
Informatica, Oracle enter strategic global cloud partnership
Oracle named Informatica as a preferred partner for enterprise cloud data integration and data governance for data warehouse and lakehouse solutions on OCI. 
Story image
Phishing
WhatsApp and QR codes the next scam threat - report
KnowBe4 has warned it expects to see an increase in QR Codes and the WhatsApp chat platform being used for phishing and other scams. 
Story image
Getac
Getac and Optalert expand partnership to promote industrial safety
Getac’s ZX70 Android tablets will be used to support Optalert’s Eagle Industrial early-warning drowsiness detection system for use in mining and transportation.
Story image
Microsoft
Global cybersecurity insurance market worth $11.5b this year
Future Market Insights finds the cybersecurity insurance market is expected to reach USD$11.5 billion in 2022, growing to $61.2 billion in 10 years.
Story image
Vectra AI
Understanding the weight on security leader’s shoulders, and how to shift it
Millions of dollars of government funding and internal budgets are being funnelled into cybersecurity to build resilience against sophisticated threats, indicating how serious this issue has become.
Story image
Digital Signage
MAXHUB's Digital Signage range to bolster boardroom productivity
The new MAXHUB Digital Signage technology is purpose-built to make every kind of team meeting more effective.
Story image
Phishing
MailGuard warns of new scam targeting Telstra customers
Telstra customers in Australia are being warned of a new scam involving "Unsuccessful Payment" messages.
Story image
Silver Peak
The path to an adaptive, modern network
Managing and securing the network looks different than it did just two years ago—especially given that most of these networks are made up of multi-generations of infrastructure stitched together over time.
Story image
Training
Delinea enhances partner experience with new training initiatives
Delinea has announced a range of training and certification initiatives to help scale the capacity of VARs, System Integrators, MSPs and MSSPs to meet the demand for PAM solutions.