COVID-19 Impact on Delivery and Returns
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All the vital news, analysis, and commentary curated by our industry experts.
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 reveals that contactless delivery was widely introduced in China, setting the bar high for retailers and foodservice providers globally. E-commerce giants Alibaba and JD.com’s food & grocery arms introduced contactless delivery methods, as well as foodservice providers such as Meituan employing this method for takeaways with customers being informed of both the chef and delivery driver’s temperature – a level of detail that has not yet been replicated in other countries.
The report also analyses the changes retailers are making to their returns policies during the outbreak, and how these are communicated to shoppers.
“The impacts of COVID-19 have the potential to decrease the popularity of click & collect beyond the outbreak as more people are expected to work from home in the long term, so will be able to accept home deliveries. Additionally, when stores re-open many consumers will be reluctant to visit busy locations due to lingering concerns around their health. Consumers may switch to third-party pickup options instead, especially lockers as this fulfilment method has no contact with others, as long as shoppers are reassured about the cleanliness of the facilities.” – Emily Salter, Retail Analyst at GlobalData.
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 customer’s needs.
Amazon
ASOS
boohoo.com
Boots
Dada
Debenhams
DoorDash
DPD
Dunelm
Fenwick
GrubHub
H&M
HEMA
Hermes
Instacart
JD Sports
JD.com
John Lewis & Partners
LK Bennett
Lush
M&Co
Marks & Spencer
Matalan
McDonald's
Meituan
Moss Bros
Net-a-Porter
New Look
Next
Parcelforce
Paul Smith
Postmates
PrettyLittleThing
Quiz
River Island
Royal Mail
Russell and Bromley
Screwfix
Starbucks
The Outnet
TK Maxx
Topshop
UberEats
Urban Outfitters
Very
Yodel
Zara
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