72% of consumers believe that delivery is a decisive factor in the purchasing process, according to a study by the Ifop institute. It also shows that 60% of online shoppers abandon their shopping baskets when they feel that delivery options are not satisfactory enough. So, how do you optimize your online store's deliveries? In this practical guide, D&fiGroupe takes you step-by-step through the steps you need to follow to organize your e-commerce shipments right from the start!

The particularities of e-commerce shipping

Parcel shipping plays a crucial role in the success of an e-commerce site. After the virtual transaction, the physical transport of goods must be beyond reproach. Delivery quality is crucial to customer satisfaction and loyalty.

Good to know: following a positive shopping experience, 98% of online shoppers say they will order from the same e-commerce site again.

Shipping e-commerce products involves much more than simply sending a parcel. A number of factors need to be taken into account: inventory management, choice of packaging, adherence to budget, meeting deadlines, partnership with a reliable carrier, and organization of returns or exchanges. To optimize their shipping process, companies need to adopt the right strategy and work closely with their carriers.

The delivery criteria that matter to online store customers

Delivery should not be seen as a simple transition phase, but as a decisive element in customer loyalty. To satisfy your customers in terms of delivery, there are several essential criteria to consider.

1. Real-time order tracking

95% of consumers want to be informed of the status of their delivery via SMS or email. Proactive communication at every stage of the shipping process is crucial, especially in the event of delays.

2. Choice of shipping method

85% of customers want personalized delivery that fits in with their schedule. Offering options such as express, evening or Sunday delivery meets the expectations of e-consumers.

Also read: 10 tips for optimizing online store shipments.

3. Transparent delivery costs

Clarity on shipping costs from the very beginning of the purchasing process helps avoid shopping cart abandonment. Customers want to know exactly how much they're going to pay, with no surprises at the end of the transaction.

4. Home delivery

Preferred by 66% of consumers, home delivery remains the most popular solution, far ahead of pick-up at relay points or other options.

5. Meeting deadlines

80% of customers have experienced late delivery, which leads to significant dissatisfaction. To avoid dissatisfaction, it's essential to respect delivery deadlines.

National and international parcel shipments: points to watch out for

When launching your online store, it's important to distinguish between domestic shipments, where the sender and recipient are in the same country, and international shipments, which involve more complex formalities. International shipments require special attention because of border crossings, additional costs and variable delivery times. So you need to set up a specific process when your parcels are delivered outside France.

• Take customs formalities into account, providing all necessary documents and complying with the regulations of destination countries.

• Anticipate longer delivery times, due to customs controls and longer distances.

• Allow for higher shipping costs, by including taxes and customs duties in your budget.

• Offer reliable parcel tracking, to reassure customers and minimize the risk of delays and loss.

• Establish a clear and appropriate return policy, including return costs and deadlines, to effectively manage product returns.

Good to know: D&fiGroupe has set up a customs service certified as an Authorized Economic Operator (AEO). Our overseas agents, located in over 223 countries worldwide, take care of all your administrative and customs formalities.

The essential steps for efficient deliveries

Now that you know what's at stake when it comes to the success of your e-commerce site, it's time to take action. To ensure efficient shipping and keep your customers happy, it's important to follow a well-defined plan. Here are the 5 key steps to follow to optimize your shipping process.

1. Establish a shipping strategy

Defining a shipping strategy is essential. This includes determining destinations, selecting carriers and establishing lead times and costs. This will help you determine which countries or regions to ship to, based on demand and associated costs.

An action plan also includes identifying desired delivery times, choosing a reliable carrier and studying shipping costs for each destination. This first step, when carried out correctly, enables us to find the most cost-effective solutions.

2. Control shipping costs

This involves analyzing the various factors influencing shipping costs, in order to anticipate risks. These factors include parcel size and weight, distance traveled and additional services such as insurance and tracking. You'll then need to compare offers from different carriers to identify the most economical solutions, and optimize costs by using volumetric weight calculations for your shipments.

Good to know: negotiating preferential rates with carriers can be advantageous if you ship large quantities.

3. Choose your delivery rates

Once shipping costs are understood, you'll need to establish suitable delivery rates. Offering options such as free delivery for orders over a certain amount or flat-rate delivery charges can attract more customers. Also, try to offer fast and standard delivery options at a variety of prices to suit all budgets.

Tip: use a dynamic calculation of delivery charges in real time for greater transparency and to avoid unpleasant surprises for your customers.

4. Select the right packaging

Choosing the right packaging for the products you're shipping is crucial to ensuring their protection during transit. Choosing environmentally-friendly materials can enhance your brand image and help reduce your company's carbon footprint. You also need to ensure that fragile items are well protected.

Our tip: personalizing your packaging with your logo or a unique design enhances brand recognition and offers a memorable unboxing experience.

5. Implement a returns policy

A clear, easy-to-follow returns policy strengthens your customers' trust in your brand. Indeed, physical contact with the product is one of the main constraints of online purchasing.

Once you've defined your terms and conditions, create a dedicated returns page on your site and include printable return labels in every package. The aim? Simplify the process for your customers and improve the customer experience.

Good to know: a simplified returns policy can not only increase customer satisfaction, but also encourage repeat purchases.

Tracking supply chain performance: not to be overlooked

To continue improving your delivery process, it's vital to implement the right KPIs (Key Performance Indicators). These performance indicators are essential for measuring and optimizing your logistics performance. They will help you identify weak points in your supply chain and make informed decisions. To find out more, read our article on the top 10 KPIs for optimizing your supply chain.

Are you new to the gigantic world of e-commerce and don't know where to start to organize an efficient delivery service? D&figroupe provides you with a dedicated contact to optimize your e-commerce shipments. Thanks to his expertise, he can offer you tailor-made solutions to improve the efficiency of your logistics process.

Contact us today to discuss your project and see how we can help you.