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experience that will not only have them buy the first time but keep coming back for more. Provide Shipping Costs Early and Often Whether you are offering free shipping or charging for it, customers want to know the cost early in the process. It’s been reported that 70% of visitors to e-commerce sites are not making it through the purchasing process. Additionally, estimates show that 84% abandoned a purchase, quote, or booking after already putting it into the online shopping cart before being derailed by information — or lack thereof — at that point in the purchasing process. Part of those abandoned carts come from unexpected or unclear costs, including shipping, which is cited by close to 50% of shoppers who have abandoned a shopping cart. It is vital that e-commerce and retail websites calculate and show delivery charges in real time and update them throughout the shopping experience. It is also essential that packing, making sure you have the correct address, and more are done and calculated correctly to avoid accessorial fees that could surprise the customer at checkout, or worse, post-delivery. Tracking Takes Center Stage While info about pricing before purchase is vital to get customers to complete checkout, the thirst for information doesn’t end at the purchase. There was a time not very long ago when customers ordered an item from a retailer, e-commerce company, or an online marketplace and were surprised when they got home SEPTEMBER-OCTOBER 2021  PARCELindustry.com 45

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PARCEL September/October 2021  

PARCEL September/October 2021

PARCEL September/October 2021  

PARCEL September/October 2021

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