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BizReport : Ecommerce archives : July 07, 2016

Cost of shipping drives in-store pick-up

Consumers are demanding more ways in which to get their hands on purchases made online, and retailers who offer a variety are less likely to risk consumers abandoning purchases.

by Helen Leggatt

According to a new study from Bizrate Insights, a division of Connexity, almost a third (31%) of those who made purchases online have opted to pick up their purchases in a store.

The most common reason given by shoppers for using in-store pick up, or click-and-collect as it is also known, is to avoid shipping charges (55%) while 43% cite convenience as the main driver. Thirty six percent use the option because they "need the order quickly" and 29% use in-store pick up to ensure the items they want are available when they arrive in a store.


"Retailers can support this desire to confirm item availability by enabling shoppers to check online if products are in stock, or reserve them in advance, " said Hayley Silver, VP of Bizrate Insights. "At a time when free shipping is highly desirable, retailers can offer free in-store pick-up to meet consumer needs at a lower cost."

Furthermore, Bizrate Insight's survey found that retailers that do not offer in-store pick-up risk losing sales. Thirteen percent of consumers said they considered abandoning a purchase because in-store pick-up wasn't offered.

According to Shopatron, in-store pick-up is a win-win situation for retailers as 40% of consumers make additional purchases in-store when they pick up their online purchases. Furthermore, retailers save on shipping costs while driving foot traffic to stores.

Tags: click and collect, delivery options, ecommerce, in-store, shipping

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