Why Shipping and Returns Are the Cornerstones of Global Ecommerce Success
In today’s ecommerce landscape, shipping and returns are no longer just operational concerns, they’re strategic levers that can make or break a brand’s global success. As consumer expectations evolve, especially across international markets, brands must rethink how they deliver and support the post-purchase experience. Our latest guide, Shipping & Returns: A Data-Driven Guide to 18 Global Markets, dives deep into what shoppers expect and how brands can not only meet but exceed those expectations.
For a deeper exploration of shipping and returns and what the expectations of international customers are, see our extended guide:
The New Definition of “Fast”
Speed matters, but it’s not one-size-fits-all. While shoppers in the UK, Germany, and UAE expect delivery within three days, those in Switzerland, Australia, and Canada are more patient, willing to wait up to 13 days, especially if shipping is free. In fact, 47% of global shoppers expect delivery within a week when there’s no added cost.
But speed isn’t everything. Transparency is just as critical. Real-time tracking and delivery updates not only reduce customer support inquiries but also build trust. Giving shoppers control, such as the ability to redirect a parcel to a pickup point, adds convenience and confidence to the experience.
Returns: The Hidden Conversion Driver
Returns policies are often overlooked, but they’re a powerful persuasion tool. Up to 80% of shoppers check return policies before making a purchase. 83% believe the post-purchase experience could be improved, yet only 18% of retail leaders agree, revealing a major disconnect.
Shoppers want easy, low-cost (or free) returns, generous windows, and clear instructions in their language. Preferences vary widely: 79% of Indian shoppers are willing to pay return fees, while only 24% of Spanish shoppers would do the same. Subscription models and membership fees that include free returns are gaining traction, especially in markets like Mexico, China, and South Korea.
Localization is Key
Cross-border success depends on making delivery and returns feel local. That means offering native language support, local carriers, and pricing in local currencies. When shoppers understand product and shipping details without needing to contact support, satisfaction and trust soar.
And poor delivery experiences are costly. Brands lose $200–$300 per customer due to shipping-related churn, with industry-wide losses reaching $1.2 billion annually. Worse, 58% of customers won’t return after a late delivery. On the flip side, brands that deliver on time retain 97% of their customers, while two-day shipping options can boost retention by 30%.
Turning Insights into Action
Shipping and returns are no longer back-office functions – they’re front-and-center in the customer journey. Brands that localize these experiences, communicate clearly, and offer flexible options will win shopper trust and drive global growth.
Download the full guide to explore market-by-market insights and actionable strategies for optimising your shipping and returns experience.
