News • 04.11.2021

More than half of online shoppers have purchased cross-border during the pandemic

Customers want free product returns and the ability to track orders online

a woman wraps a package with tape
Source: © Bildagentur PantherMedia / Natalia Danko

New research suggests 57% of online shoppers around the world have made at least one online purchase from a company in another country in the last 12 months – while a further 22% have considered doing so. And 43% agree or strongly agree that doing more online shopping in general during the pandemic means they are now more willing to consider cross-border e-commerce purchases, with Clothing and Footwear being the products they are most likely to order.  

The survey of 2,035 online shoppers in the US, Germany, Australia, and the UK was commissioned by Logistyx Technologies. It highlights that Clothing and Footwear is the sector most likely to generate cross-border e-commerce sales, with more than half (56%) of respondents saying they are likely to consider ordering these products from abroad. Next came

  • Sport, Hobbies, Leisure (44%),
  • followed by Health and Beauty (42%), and
  • Consumer Electronics, Computers, Phones (41%). 

However, many consumers continue to have a poor opinion of the delivery experience for international e-commerce and are less forgiving if things go wrong. For example, a little more than 59% of online shoppers agree (24% strongly) they are less likely to give a company in another country a second chance if they make a mistake with their order.

Approximately 66% of respondents say they believe cross-border purchases will arrive later than promised, while 47% believe they are more likely to be damaged in transit. Not only do 69% believe delivery charges will be higher for international orders, but 59% believe they will have to pay additional fees or duties which have not been made clear at checkout. 

Overall, product returns remain one of the biggest concerns related to cross-border purchases, with 73% believing product returns will be more difficult.

On top of this, online shoppers think it will be more difficult to get help if they need information about their order, with 64% believing it will be harder to contact the company to ask about their order than if buying from a domestic business. 

“People are definitely becoming more open to shopping on ecommerce sites based in other countries, which is great news for online retail businesses,” said Geoffrey Finlay, CEO of Logistyx. “But if you want to win and retain international customers, you need to address the key concerns around shipping and delivery highlighted by our research. While you can mitigate some of these issues by implementing the right supply chain systems, you also need to select the right carriers for each country or region both in terms of service level and costs. It’s essential to work with carriers that can provide visibility over the end-to-end parcel delivery journey – ideally in real time, and you should be sure to leverage carrier performance data to identify opportunities to improve processes.”

Seven factors online shoppers agree would encourage cross-border purchases

Chart with Seven factors online shoppers agree would encourage cross-border...
Source: Logistyx

Asked what factors would encourage them to make an online purchase from a company in another country, top of the list for online shoppers in the research was a guaranteed free returns policy. A large majority (72%) of respondents agree this would encourage them to make an online purchase from a company in another country. Next came the ability to easily track orders online (71%), with up-front transparency about additional charges or taxes for cross-border orders (70%).

“Many of these issues revolve around giving control and clarity to cross-border shoppers,” said Finlay.  “Returns appear to be a major pain point. While making them free may not always be feasible given the cost and complexity of international shipping, it’s important to make the process as easy and hassle-free as possible. Be clear about returns policies, provide returns packaging and labels with the original parcel, make booking a return quick and painless, and ensure the refund is initiated as soon as the return is collected from the customer.”

Source: Logistyx

related articles:

popular articles:

Thumbnail-Photo: Carvana launches newest car vending machine
09.05.2022   #e-commerce #Tech in Retail

Carvana launches newest car vending machine

Online retailer opens 32nd car vending machine in the U.S.

Carvana has launched its newest car vending machine, located in San Francisco, California. The state-of-the-art steel and glass structure debuts in the tech capital of America, standing eight stories tall with a 27-vehicle capacity, offering car ...

Thumbnail-Photo: 4 tips for improving retail customer experience...
12.04.2022   #customer satisfaction #Tech in Retail

4 tips for improving retail customer experience

Customer experience can make or break a retail business, so it's vital to get it right

In the retail industry, customer experience is one of the most critical elements for success. It serves as the foundation for customer loyalty, repeat business, and word-of-mouth referrals. In other words, an excellent customer experience is what ...

Thumbnail-Photo: Cross-border e-commerce to exceed $2 trillion for first time in 2023...
14.04.2022   #e-commerce #payment systems

Cross-border e-commerce to exceed $2 trillion for first time in 2023

Juniper Research: Cross-border e-commerce to account for 38% of all e-commerce transactions globally by value in 2023

A new study from Juniper Research has found that the value of cross-border e-commerce will exceed $2.1 trillion in 2023, from $1.9 trillion in 2022. This growth of over 13% in a single year reflects the increasing success of marketplaces which offer ...

Thumbnail-Photo: IKEA and Infarm start urban herbs farming project...
20.06.2022   #brick and mortar retail #sustainability

IKEA and Infarm start urban herbs farming project

Pilot project for joint, sustainable cultivation of herbs in furniture stores

Demand is growing for high-quality food that is produced locally and with as little environmental impact as possible. To meet this, IKEA and Infarm are growing high-quality herbs in Infarm's vertical farms in the customer restaurants in three ...

Thumbnail-Photo: Ynvisible supports sustainable fashion with digital price labels...
13.05.2022   #digitization #sustainability

Ynvisible supports sustainable fashion with digital price labels

New generation is easily readable, flexible and customizable

Ynvisible Interactive Inc. has announced that Digety, a company creating electronic price labels for the fashion industry, has selected Ynvisible as the supplier of displays for its re-usable digital price labels. Digety’s price labels ...

Thumbnail-Photo: In-store marketing: The salt in the soup of sales promotion...
01.07.2022   #e-commerce #sustainability

In-store marketing: The salt in the soup of sales promotion

How to positively influence the shopping experience of your clientele

Soft music in the background, delicious scent, pleasant lighting – Sounds like dinner at your favorite restaurant? Almost. Because atmospheric design elements are also important ingredients for the perfect in-store shopping experience in ...

Thumbnail-Photo: Sustainable logistics: Dont wait, act now!
23.06.2022   #retail #sustainability

Sustainable logistics: Don't wait, act now!

Why an environmentally conscious logistics strategy can pay off

On 22.06.2022 it was that time again: Webtalk time served up by iXtenso and EuroShop. We filled our retail-salsa cooking pot with all kinds of ingredients to create the right flavor for your environmentally conscious shipping...

Thumbnail-Photo: Weekly grocery shopping made easy: meal planning via app...
18.05.2022   #online trading #e-commerce

Weekly grocery shopping made easy: meal planning via app

Grocery shopping, ordering, recipes – all in one app with connection to local grocery stores

Grocery shopping can be fun. For a five-person household with a baby and a dog, including allergies and favorite dishes, it quickly becomes a mammoth task. The developers of the app Jow want to simplify this very process and are teaming up with ...

Thumbnail-Photo: Playfully - simple? Gamification in retail
20.04.2022   #Tech in Retail #smartphone

Playfully - simple? Gamification in retail

How retailers can win new customers with gamification

Whether at the bus stop, in the waiting room, out and about in the city or relaxing on the sofa - the smartphone has become a constant companion for most people over the last ten years. Anyone who has a moment to spare takes a look at the countless ...

Thumbnail-Photo: Top 500 European cross-border online shops
06.04.2022   #online trading #e-commerce

Top 500 European cross-border online shops

4th edition of the annual ranking by Cross-Border Commerce Europe

Cross-Border Commerce Europe, the platform that stimulates cross-border e-commerce in Europe, releases a major research paper covering and ranking the 500 strongest European players with a focus on cross-border performance.The total online EU ...

Supplier

SALTO Systems GmbH
SALTO Systems GmbH
Schwelmer Str. 245
42389 Wuppertal
EuroShop
EuroShop
Stockumer Kirchstraße 61
40474 Düsseldorf
iXtenso - retail trends
iXtenso - retail trends
Celsiusstraße 43
53125 Bonn
Chili publish NV
Chili publish NV
Neue Schönhauserstraße 3-5
10178 Berlin
salsify
salsify
7 rue de Madrid
75008 Paris