COVID-19 impact on delivery and returns

COVID-19 impact on delivery and returns



This report investigates the actions being taken by retailers, in the UK and internationally, to improve the safety of their delivery methods and the impacts this has on delivery times and costs.

The report also analyses the changes retailers are making to their returns policies during the outbreak, and how these are communicated to shoppers.

Scope

- The majority of retailers are unable to offer click & collect as stores are closed, although there are exceptions.
- Local third-party pickup points are an alternative option but this fulfilment method requires contact upon collection, so consumers may be wary.
- Contactless delivery is key to protect consumers and delivery workers, and retailers must highlight these options clearly to build confidence among online shoppers.
- Retailers are expected to see an increase in returns for orders placed shortly before the lockdown, as new outfits are now rendered redundant by shoppers for the foreseeable future.

Reasons to Buy

- Use our research of retailers to benchmark changes to delivery times and costs, allowing you to better compete with other retailers.
- Use our insight to gain insight into the issues associated with online returns during COVID-19 to better meet your customers needs.

Executive Summary
Summary of the impacts of COVID-19 on delivery and returns
Retailer communications about delivery and returns
Delivery and returns propositions throughout COVID-19
Retailers that have halted UK online operations
Delivery
Contactless delivery: the UK
Contactless delivery: China
Contactless delivery: the US
Fulfilment methods: click & collect
Fulfilment methods: third-party pickup
Delivery saver schemes
Consumer opinions
Returns
Issues with online returns during COVID-19
Online returns methods: contactless returns
Online returns methods: third-party pickup
Buy now, pay later options
Methodology and contact

List Of Tables


Retailers UK delivery and returns propositions throughout COVID-19
Retailers that have halted UK online operations
Measures being taken by UK delivery companies

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