Descubriendo los secretos de las empresas DTC exitosas

1. Which delivery options are available for any order placed?

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When offering different delivery services to your customers, you can of course select classic deliveries, partnering with the biggest companies on the market (La Poste, UPS, Chronopost...).

That said, it is important to keep in mind that 82% of online shoppers abandoned their basket because they found the delivery options unsatisfactory. In other words: the devil is not only in the details, but also in the diversification!

It is therefore better to offer a wide range of delivery options to increase your chances of getting it right. But how can you choose a delivery service without making a mistake? We help you find the right shoe for you! 

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The "classic" modes of delivery, the cornerstone of logistics

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Nearly 98% of consumers are willing to re-order from a site if the delivery went well. When it comes to functional delivery, it's all about proper delivery!

When you choose delivery services for your e-commerce site, you can rely on the comfort and reliability of the classic options that have been in place for years: home delivery and delivery at a pick-up point. 

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Home delivery service

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Home delivery is the preferred option inFrance, which has won the hearts of 62% of cyber-buyers. It has the advantage of avoiding customer shaving to travel to pick up their parcel at a collection point and it can be delivered quickly. Since the product is delivered directly to their door, customers often choose home delivery for large items.

That said, home delivery also has its flaws.From an ecological point of view, the last kilometre is the most polluting and costly stage of the delivery process.

Moreover, for a home delivery to be successful, the recipient must be present at the time of delivery. However, delivery companies often indicate a wide delivery timeframe, during which customers may not be able to stay at home.

For example, if one of your customers orders a pair of cufflinks for a wedding that's taking place in a few days, there is a good chance they won't be home at the time of delivery. The pair of cufflinks then goes back to La Poste's warehouse or directly to yours. This is why e-shoppers tend to choose another solution.

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Parcel shipping and delivery at a pick-up point

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A service that 68% of consumers would like to see among the delivery options: the Relay Point! While only 34% of e-merchants offer this option, delivery at a relay point is a good compromise between speed and security.

It's a relatively convenient option, as your customers select the nearest delivery point to their home or workplace. After delivery, they have 7 to 14 days to pick up their package before it is sent back to your warehouse.

In addition to being fast, delivery to a relay point has the advantage of being completely secure thanks to the signature system. To use the cufflinks hypothesis: if ordering a pair of valuable cufflinks, relay point delivery is an excellent option. All the customer has todo is go to the relay point, show their ID card, sign and that’s it!

Unfortunately, even though security reassures consumers, delivery at a delivery point is not perfect. Customers depend on the opening hours of the intermediate point. If they work during these hours, it is impossible to pick up the parcel unless they sign a power of attorney with a relative.

Both of these options have proven their worth, but they are not without risks. Not only may your client not receive their cufflinks on time, but they may not be able to pick them up because of lack of flexibility in their schedule.

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2. Innovative solutions: on the path to efficient and personalized delivery!

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To overcome the flaws of conventional delivery systems, carriers have implemented innovations that are ideal for adapting to the needs of your customers.

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The express delivery service

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For 70% of Internet users, receiving the package within the day is a key criterion. As an e-merchant, it is complicated to offer express delivery via large transport companies. But not if you use delivery platforms that focus on speed!

Weeship, for example, makes its carriers available instantly. Your customer simply places an order for their cufflinks: you prepare the package and are connected to a Weeship carrier in just a few clicks.

The carrier will pick up the package(geolocated) in line with your terms, and as soon as it is picked up, an advalorem insurance applies. The carrier will then deliver the package to your customer's home and send you the proof of delivery. Simple and efficient!  

That said, express deliveries can sometimes increase the number of returns to the sender. To avoid this, remember to deliver the order by appointment! 

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Delivery by appointment

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Many customers have been forced to take a day off, waiting for the delivery man all day long and ending up with a delivery note in their hands. That's why 80% of online shoppers prefer delivery by appointment!

You can set up a home delivery option that allows customers to reserve a specific time slot, instead of waiting through out the day for delivery. For example, Mister Pasha is a delivery platform that works in partnership with many brands. The operation is simple: your cufflink customer selects Mister Pasha. When placing an order, they enter the delivery address provided by Mister Pasha, reserved in their name.

The carrier of your choice delivers the cufflinks to Mister Pasha, who notifies your customer of the reception. That's when the magic happens: Mister Pasha's carriers pick up your customer's package and deliver it where they want, when they want with real-time parcel tracking!

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Continue to deliver safely, even when a customer is absent

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Despite their flexibility, these two solutions always have a drawback: your customer must be at home at the time of delivery. Additionally, even with appointment scheduling, you may find yourself unable to receive the package directly. Fortunately, thanks to Save My Packet it is now possible to combine security and convenience! Recently patented, it is a protective net that your delivery man can put in place if the customer is not at home.

The delivery man places the package in the safety net, slides the safety strip under the door of the customer's home andin a few minutes the package is safe! The customer receives an alert warning that his package has arrived and he will just have to unclip it when he comes back home.

In addition to allowing deliveries in the absence of your customers, the Save My Packet method provides proof of delivery through a QR Code scanned by the delivery man.

However, no matter which innovative solution you choose, its application requires a logistical organization. Why not make it more lean? 

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Place the delivery order with a logistics company

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Offering several delivery options means contacting different carriers and organizing different logistics processes.

To avoid getting your hands dirty, you can outsource your entire home delivery management to a logistics specialist. For example, Bigblue takes care of all your orders from its many warehouses. As well as handling your orders from A to Z with the packaging of your choice, Bigblue's expertise allows you to keep a close eye on your stock and track your parcels anywhere in the world.

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Bigblue tips: Regardless of your delivery options, 95% of online shoppers regret that the information is not present earlier in the purchasing process. So don't hesitate to highlight it on the homepage of your website!

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Innovative logistics solutions bring new heights of customer satisfaction. But which solution is THE solution for YOU?

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3. The right delivery solution for your business

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37% of consumers who have a bad delivery experience blame the seller's site. To avoid negative feedback, it is important to offer delivery services that are adapted to your e-commerce.

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Do you have fewer than 200 orders per month?

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If you send less than 200 parcels per month, a one-off contract with a logistics platform may be sufficient. For example you can use Sendcloud or Boxtal and establish short-term contracts.

The advantage of these logistics platforms is that you have control over the organization of the delivery, the choice of services and rates. All you have to do is fill in the consignment, and let the carriers chosen by the platform take care of the pick-up and delivery of your parcels. Basically, once the package is handed over to the carrier, you have nothing more to do!

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Do you send between 200 and 5,000 packages a month?

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For e-businesses with more exchanges, creating personalized contracts becomes interesting. We advise you to use a logistics company who takes care of all your deliveries, from A to Z.

Outsourcing allows you to free yourself from the burden and rely on the reliability of a professional. You don't waste time negotiating contracts and selecting the right transport service for each delivery, your logistics company takes care of everything!

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Do you receive more than 5,000 orders per month?

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If your business generates more than 5,000 orders per month, a well-oiled delivery process becomes a necessity. Depending on your customers' preferences, you can then propose innovative solutions and obtain your own contracts with local or international carriers.

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Bigblue tips: You can share your parcel shipments with other e-merchants. If you sign mass contracts with carriers, you will be able to negotiate rates and your prices will decrease at breakneck speed. The more parcels you send, the more likely you are to get a better price!

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4. And you, which delivery method will you choose?

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Transport and delivery are the last but not least steps in the logistics of your e-commerce! It is the ultimate impression your customers will have of you.

Whether your company is a VSE, an SME or a large corporation, the importance of delivery does not diminish. Don't hesitate to offer your customers a range of delivery options to make sure you're aiming for the right result.

From traditional processes to innovative deliveries, there is a delivery service to suit the size of your organization and your budget. All you have to do is find out which one!

1. New technologies equal sustainable commitments?

Not all companies act the same way, and not all companies have the time to focus on creating beneficial solutions. That's exactly where technology comes in!

Implementing new technological processes that use less energy and produce less pollution can improve your environmental footprint and user experience. From the creation of your website to the choice of delivery method, you have a whole range of technological options to help you become more eco-responsible.

2. The ecological commitments of your e-commerce and technological innovations

According to a study by Fevad, e-commerce alone represents more than 9% of all retail trade in France. Undoubtedly, the French are not ready to stop ordering on the internet!

But between production, packaging design, delivery and possible returns, e-commerce has a growing impact on the environment. In France, 24% of products ordered on the internet are returned -not exactly an eco-friendly phenomenon! One of the most obvious solutions for limiting returns is to offer a better visualization of the products you sell. Whether it's in the form of algorithms or applications, new technologies are there to help you! 

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Connected beauty

One of the main sources of returned goods: clothing. The size doesn't fit, the style doesn't match, the colour is wrong...There are so many reasons that push your buyers to return purchased products, or to ask for an exchange. Result: instead of one road trip, a single purchase may require two or three trips.

To limit the risks, the Fitle application allows customers to create their own online avatar which they can use to virtually try on the clothes. This way, there are no unpleasant surprises when they arrive. And if there are noun pleasant surprises, there are no returns!

In the cosmetics industry, the story is the same. Let's take the example of a customer who buys a red lipstick on your e-commerce site. Upon receiving the lipstick, she discovers that the lipstick color is a bit more coral than expected. It's impossible to escape it: the lipstick comes back.

To avoid these situations, L'Oréal has launched its Makeup Genius application. Consumers simply turn on their front camera and select the makeup they like. Lipstick, mascara, foundation, and eye shadow are then applied virtually to the user's face, giving a precise idea of how they will look in reality.

Gradually, the development of these connected beauty platforms is allowing small brands to become more accessible. Customers are no longer afraid to innovate and buy on the internet since they can get a realistic preview of the product. No more disappointment, no more returns!

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Reducing your environmental impact with Augmented Reality

Another solution to minimize the environmental impact of referrals is the use of augmented reality. ASOS has developed See My Fit. Even easier to use than virtual fitting, this visualization application allows you to see a product worn by different models. Your customers then select the size worn by the mannequin whose body type is closest to their own.

And to go even further in technological advancements, ASOS has created an algorithm that calculates customer's ideal clothing sizes. Depending on your buyers' measurements, their preferences and the nature of the product you are selling, their ideal size is proposed. Easy and efficient!

Ikea has expanded the use of Augmented Reality, adapting it to decoration and real estate. Before that, customers had to go to a store to inspect a piece of furniture, envisage how it would like at home, and then return to the warehouse to pick it up or have it delivered. Already three return trips, often by car, to potentially buy a furniture - hello greenhouse gas emissions!

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To alleviate this problem, Ikea now offers Augmented Reality on their merchant sites. Customers simply need to open the camera on their tablet or smartphone and place the furniture virtually in their living room. Then all they have to do is order!

In addition to customer service, Augmented Reality can be very interesting in managing the warehouse of your e-commerce. The use of Google Glass by employees who run order processes and the warehouse increases productivity by 25%. It enables faster and more reliable order picking and stock management - perfect for limiting energy consumption and preventing wasted time.

In addition to being beneficial for your turnover and user experience, the new technologies reduce CO2 emissions and limit unnecessary transport of goods. Real environmental benefits!

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Technological optimisation of logistics, aiming for zero waste

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According to an ECN study, companies an de-traders that integrate artificial intelligence technology software into their logistics processes increase their margins by approximately 5%.

To save time and reduce your environmental footprint, algorithms and technologies are useful at every stage of your logistics process. For example, DHL provides a CO2 emissions calculation algorithm for its customers. This enables them to make an informed choice when it comes to delivery mode. Take the example of your customer who wants to buy a red lipstick: don't just indicate the difference in price between express and standard delivery. Specify that express delivery emits much more CO2 than standard delivery. Your buyer may then realise that he or she can limit the environmental impact of his or her purchase with just one click.

Once the order has been placed by your customer, it's up to you! If you want to put an emphasis on green logistics, it is preferable that your transport vehicles are not empty. In order to optimize your transport logistics, try to amortize all trips. You can use software such as Cape Pack, which helps you with the palletizing and packaging of your products. Having packaging adapted to the size of the product to reduce waste and organizing pallets to make each trip profitable will thus reduce your environmental footprint.

You can also create partnerships with companies that have adopted the same ecological approach as your own. In this way, your environmental policy is consistent from A to Z. That's why Bigblue works with International Paper, a cardboard supplier that has been awarded a number of eco-labels. 95% of our packaging comes from environmentally-friendly production!

By using these applications and software at your own scale, you can go green with your e-commerce while improving user experience.

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3. The tools for more environmentally-friendly data management

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By 2040, information and communication technologies could be responsible for more than 14% of greenhouse gas emissions. And by 2025, data centres will consume nearly 20% of all available electricity. But as an e-commerce manager, you can do your part to reduce the impact on the environment as much as possible!

Data management and storage is important for all businesses, including yours. But there are solutions that you can implement on your end to manage your data in an eco-responsible way. Data is powerful, but it's not exempt from good environmental practices.

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Eco-responsibility of the last mile

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The last mile before delivery is responsible for 25% of greenhouse gas emissions and is also the most expensive stage in the delivery process. Not to mention that home deliveries often fall through: absent recipient, wrong address, etc.

More resilient data management may be the right solution to address the devastating environmental impact caused by these problems. Antsroute has looked at this issue and has developed software that allows information to be changed in real-time. Organizing delivery routes according to the geography of cities and the presence of the recipients, making appointments, availability of delivery drivers... Enough to make an efficient and ecological delivery route, even in the case of unforeseen delays!

For this purpose, Bigblue has also created an algorithm to correct faulty delivery addresses. Thanks to the development of new technologies, you can organize your logistics, manage hazards and respect your environmental commitments. More efficiency and fewer product returns! 

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Protect the environment by choosing a green hosting provider

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Like all websites, your e-commerce site will have consumed a lot of electricity since its creation. All data and web pages are stored on a server, which is far from meeting current environmental requirements. The data centers use rare and non-renewable materials for them to run in constant operation. They create heat, and since data centers are so large, they require powerful air conditioning to keep them cool and in working order.In short, the mechanics of running a website is a real ecological nightmare. 

To reduce the negative environmental impact of your site, you can take action into your own hands. Do not just choose any host for your e-commerce site - make sure it has an ecological charter. Some web hosts use mostly green electricity, which is a more natural way to build and maintain websites.

It is important to keep in mind that one website can be more eco-friendly than another. From the host, to site activity, through to its use, the energy consumption of a website is more or less important. To consume less, it is preferable to create a lightweight site with optimized images. If you are unable to calculate the amount of energy your website consumes, you can use the algorithms provided on the Wattimpact site.It gives you an overview of your power consumption and practical advice on how to adopt a more efficient ecological attitude. Boost the environmental performance of your e-commerce site!

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4. What if you became an eco-friendly company too?

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Regardless of the size of your company, there are always ways to reduce your environmental impact. To help you facilitate your eco-responsible approach, new technologies are being mobilized.

From data management to pure logistics, through to the optimization of a website, everyone can have a positive eco-balance sheet. By using eco-responsible applications and software, you can reduce your environmental footprint while improving the user experience. A green commitment that benefits everyone!

1. How to successfully export goods to Switzerland?

One of the particularities of Swiss e-shoppers is that they are highly outward looking when it comes to buying online. According to a study by E-commerce Nation, more than 61% of internet purchases come from foreign suppliers. So why not from your own company? 

Even though the Swiss market is open, a successful implementation is not an easy task. In Switzerland, the logistics rules are quite different which can be an obstacle to your integration.

Becoming a cross-border e-commerce seller means adapting your entire website to the many Swiss particularities: language, currency, delivery times, costs... And entering this market without understanding the regulations can be risky for your brand image and for your turnover.

To help you enter the Swiss market successfully, here are a few tips to consider!

2. Internal changes: small site update before exports  

Before you export across the Swiss border, it is important to modify several internal elements of your e-commerce site. Indeed, the import regulations are not the same as in France.Having goods delivered in Switzerland requires good organisation and several official declarations.

3. Customs documents

One of the first things to look into is the documents and declarations that need to be completed for delivery to Switzerland. 

Exporting to a foreign country (outside the European Customs Union) is regulated by specific rules:you must obtain an EORI number, declare the goods, etc. And as Switzerland is not part of the European Union, customs formalities are particularly strict!

Before even approving the delivery to Switzerland, please make sure that you can provide all the information required by the customs service. First of all, you should obtain an EORI (Economic Operator Registration and Identification)number from your regional customs office. This is an identification number required for all commercial transactions in and out of the European Union.

Besides your EORI number, you must attach the CN 23 customs declaration (available from La Poste) and a certificate of valuation (a bill, for example) to your package. This declaration must be easily accessible to the customs services. 

Here's what it should contain:

• Your EORI number‍‍
• The sender and recipient information: addresses, phone numbers, email addresses, etc.‍
• The VAT number
• The product HS code which indicates the price category of the goods.‍
• Content description
• The Incoterms which defines the responsibilities of the sender and the recipient in case of a problem.
• The value of the product in Swiss Francs

Once completed, simply attach the declaration to the side of the package to allow customs agents to consult it easily. And that's it!

Bigblue Tip: These steps may seem time-consuming and difficult, but it is essential to carry them out each time to ensure the proper delivery of your package. In order to avoid forgetting, -remember to make an exhaustive to-do list of shipping conditions.  

Make sure you have the necessary number of copies of the CN23 customs declaration to attach to the package. Depending on the country, you can be asked to provide up to 7 copies of them!

Alternatively, you can rely on a logistics partner who can provide tailor-made offers and take care of customs procedures. By working with a logistician who knows the ins and outs ofSwiss customs rules, you are free from the burdens of heavy responsibility.Bigblue, for instance, does this automatically.

3. Adjusting the language to improve comprehension

Respect for customs procedures is no guarantee of a successful establishment in Switzerland on its own. From a more commercial angle, it is also important to adapt your e-commerce site based on the customers you are targeting - starting with the language of your website!

Four different languages are spoken throughout Switzerland: German, French, Italian and Romansh. And even if the Swiss are fluent in English, adjusting the language of your e-commerce site is an excellent way to boost your conversion rate.

To make the whole process easier, you can use translation software such as Weglot. This way, you expand the range of potential customers while ensuring that your delivery and return policy is understood!

Bigblue tip: If you manage to establish yourself in Switzerland, don't neglect to set up a newsletter! Contrary to theFrench, 79% of Swiss e-commerce subscribers have already purchased products following receipt of an offer by email. This could certainly be a good avenue to explore!

4. Using different currencies to facilitate international trade

The currency proposed at checkout can cause shopping cart abandonment. Let's take the example of aBernese customer who orders a pair of shoes from your French e-commerce site.Your site is written in German, the canton's official language. But when it comes making his payment, the customer realizes that he can only pay in Euros. This immediately turns him off because according to his banking contract, all foreign currency payments involve additional charges. What's more, he has no idea what the Euro's exchange rate is. In doubt, he abandons his shopping cart.

To avoid this scenario, be sure to adapt your rates and currency of payment to the geographical area of your customers. For example, you can opt for Shopify's multi-currency and multi-shop options. It is then possible to select different currencies, such as the Euro and the Swiss franc, which can be used on the same e-commerce site. The conversion is done automatically (usingIP address location) or manually (in the form of a drop-down menu), and take into account the exchange rate in real time.

Bigblue tip: Don't forget to offer different payment methods! According to an Ecommerce News magazine study, one of the main reasons for shopping cart abandonment is the lack of a Swiss customer's preferred means of payment. So don't hesitate to offer payment by credit card and PayPal, but also by platforms exclusive to Switzerland, such as PostFinance. By adapting to Swiss buying behaviour, you massively increase your chances of successful integration!

5. Changes for customers: transparency in the export process

Before offering delivery inSwitzerland, it is important to learn about the regulations and adapt your e-commerce site to the customers you are targeting. But make sure you also communicate about any changes related to an international delivery!

Otherwise, any potential delays and additional costs will inevitably lead to negative comments.

Delivery time for exported goods

Delivery times are always subject to the unpredictability of transport. And even more when your package crosses the borders of a non-Customs Union country!

With import rules being different and strict, customs controls may take longer. To avoid any misunderstanding, it is strongly advised to have an entire page of your website dedicated to shipping conditions in Switzerland. When specifying delivery times, be sure to take into account any unexpected events.  

Let's take again the hypothesis of your customer and his pair of shoes, and imagine that you forgot to attach the CN 23 declaration to his package. When it arrives at Swiss customs, several scenarios are possible if the declaration cannot be found.Either the package will be opened or it will be returned directly to the sender or the customs department will contact the sender to obtain the missing documents. While waiting for the answer, the parcel is stored in a warehouse atLa Poste. Once the documents are sent by email, the taxes are calculated and the package continues its journey.

From its arrival on Swiss territory to the actual delivery to the recipient, several days or even weeks may pass! Not to mention the added taxes.

Additional costs for customs clearance

Indeed, if a declaration oran invoice is forgotten, the package is immobilized and taxes will accumulate.According to Swiss law, all imported goods are subject to customs clearance tax and additional value added tax.

Before delivering a parcel, Swiss Post handles customs clearance. In other words, it calculates the taxes applied to it based on its value and the type of merchandise.

Your Bernese customer's pair of shoes will therefore be in the warehouse for a few days. Once the postal customs clearance service has an estimate of the goods' value, they can revalue the taxes before delivering the goods. 

The customer can receive his package, but he's going to have to pay some taxes:

• The converted price, including the transport price‍
• The customs clearance fee, depending on the sending country
• The surcharge for the goods value, according to its HS Code‍
• Taxes for estimating its value and storing it for several days‍
• The VAT associated with the category of goods

All of these taxes can be quite expensive for your client. That is why honesty is the best policy. If your customer orders with complete knowledge of the facts, he will not be surprised by the Swiss delivery price, or the tax on the receipt. In any case, be sure to explain all the services included in the price. Be transparent with your customers and enter the Swiss market worry-free!

Bigblue tip: Please be careful with offering deliveries to Switzerland! In any case, there is a good chance that the customer will have to pay taxes when receiving their package. And even if you offer delivery, it will be taken into account in the calculation of taxes, so it is taxable. Select delivery options carefully: Swiss people are very observant about delivery rates. If their order exceeds €7, there is a risk of shopping cart abandonment. It's all about finding the right balance! 

6. In brief, how can you export goods to Switzerland with complete peace of mind?

Before you export to Switzerland or any other country outside the Customs Union, it is important to check the regulations in place.

If you start out on this adventure without taking any precautions, you may encounter un pleasant surprises at some point along the way. Open parcels, damaged parcels, return to sender, delays... Examine the customs declarations required, as well as any potential additional delays and Swiss customs fees.

Once you have sufficient knowledge on the subject, make sure you adapt your e-commerce site to your customers' needs. Language, currency, and even the products themselves play a decisive role in shopping cart abandonment. Take your time, target your buyers, and successfully establish your company in Switzerland!

1. How to successfully deliver a package?

A defective delivery can push your customers to switch to your competitors. As an e-merchant, you must be mindful of the fact that consumers rarely give companies a second chance.

Transparency on delivery methods, selection of logistics partners, packaging design... When it comes to improving your delivery process, there are various protocols and pitfalls to be aware of.

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2. The do's: the shipping guidebook

Whether you are starting your own e-commerce business or want to improve your delivery process, your priority should be customer service. Regarding delivery, all your choices must be oriented towards user satisfaction.

From the selection of delivery methods to the design of your packaging, here are some rules of thumb to follow when offering an efficient shipping service!

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Clear conditions to simplify the shipment process

1 person out of 10 abandon their shopping cart because of unclear shipping and return policies. When ordering on the internet, the consumer takes risks; the risk of never receiving their package or having a faulty item delivered and not being able to contact anyone. To reassure internet users, it is important to carefully review your delivery and return policies.

For example, it is worth displaying a FAQ (Frequently Asked Questions) feature in the form of questions and answers, or even a Chatbot. Not only are these consumer-friendly and interactive additions to your e-commerce website, but they also make the process more personal and accessible. Consumers will know that they can rely on you!

Having a page on your website entirely dedicated to delivery methods and your return policy is highly recommended. The more precise the answers, the more efficient your conversion tunnel will be!

If you're not sure what kind of shipping and return policies to implement, ask yourself what your buyers want. For 46% of internet users, free delivery and return are the most decisive criteria regarding shipment. Depending on your products, why not set up  free delivery?In any case, make sure you explain everything clearly to your customers!

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Propose a wide choice of delivery options

Regarding delivery, the diversity satisfies the largest number of people. According to an Ifop study, 58% of French people have abandoned their shopping cart before making purchase because the delivery options did not suit them. Consequently, it is recommended to offer a wide choice of carriers, but also delivery options.

For example, if you use Colissimo, your product is taken care of from A to Z and will be delivered to your home or to a pick-up point within a few days.However, if you are selling eco-friendly light bulbs in boxes of 20, this may not be the right option. In case of a home delivery when the customer is away from home, the parcel may not fit in the mailbox without being damaged.

For risk-free home deliveries, you can use a local carrier such as Weeship. Perfect for making the last mile cost-effective, this option is also appropriate for express deliveries, from 2 hours to 2 days after ordering. The courier will pickup the order, or even buy it directly. They then deliver it according to the time slot chosen by the recipient. This is a delivery by appointment which has a success rate of 99%. The prices are calculated according to the product's weight and the delivery.Home delivery may sometimes worry customers who have had a negative experience. In order to appeal to these types of customers, you can suggest the Click & Collect option. The product ordered is delivered to the store selected by the customer. The customer only has to pick it up at the store. 64% of consumers are interested by web-to-store delivery, which avoids the risks of home delivery.

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Adapt the delivery process to your brand's values

Diversity is not the only factor in the choice of delivery methods. The delivery must also match the ethics of your e-commerce.

If your policy is environmentally oriented, you can, for example, choose modes of delivery involving eco-friendly cargo bikes, such as the K-Ryole for example. Or you can follow in the footsteps of the Loom brand, which does not provide express delivery in order to avoid using airplanes in the logistics process. Even raw materials imported from South America only travel by boat!

By proposing a policy which is aligned with the moral principles of your brand, you bring credibility to your image.

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Create the perfect packaging

The delivery process is not limited to shipping - don't forget that your image also depends on the packaging of your product. When designing your packaging, remember that it must match your brand and products. If you are selling valuable items, try to avoid displaying the name on the packaging. If  the package is delivered when the customer isn ot present, the risk of theft must be limited.

Also make sure that the packaging represents the ethical beliefs of your brand. Let's take the eco-friendly light bulb example:if you sell eco-responsible products over-wrapped in plastic, you already lose 55% of French customers who are concerned about the environmental impact of packaging. Even though light bulbs are fragile products, you really only need to adapt their packaging to their weight, size, and fragility.

Avoid at all costs over-packaging, which can really get on some customer's nerves. Anew social phenomenon has emerged on the web under the hashtag#ExcessivePackaging. All brands that are cited under this hashtag lose credibility in the eyes of their consumers, and as a result, they lose orders.

You can take the example of the dermo-cosmetic products off Né à, which has strong ecological values. This is why, in addition to delivering only by truck, they strive to use only cardboard packaging, and no plastic. Your packaging reveals the identity of your brand, so be careful with it!

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Keep your customers update

Once the order is processed, the transit begins. If for you it is launched, don't forget that your customers don't know about it, and are concerned about it.Show your customers that you care by giving them the tools to follow the steps of their delivery.

According to a 2016 MetaPack study,, 81% of Internet users check their order status at least twice before delivery. However, if they cannot access these details and their delivery is late, you have no way to keep them informed. And to them, this is your fault.

To avoid this kind of situation, Bigblue offers e-merchants the possibility to setup a notified follow-up of the product, from processing in the warehouse to home delivery. Depending on brand preferences, shoppers can receive notifications by email or SMS at several stages of the delivery process. A reassured customer is a satisfied customer!

By applying the 5 previous tips to your e-commerce site, you can boost your delivery process and customer satisfaction. But there are also some pitfalls to avoid in order not to obscure the picture!

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3. Don'ts: slipups to avoid

Concerning deliveries, one simple detail can lead to a loss of credibility with your business.To prevent this from happening, you should take into account all the possibilities, and visualize the entire journey that your product will complete.

The more you anticipate situations, the less likely you are to disappoint your customers!

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Communicate about unrealistic delivery times

Short delivery times are good for your image: Internet users tend to want everything quickly. But be careful not to promise impossible delivery times! 

90% of consumers consider delivery time to be an essential criterion, but it's better to lose the order of a few impatient people than to disappoint all your customers. When you present delivery times according to the options you have chosen, don't be too optimistic. Your delivery may encounter a delay due to customs, heavy traffic, strike... Make sure you consider the worst-case scenarios and interpret them realistically to deduce the most accurate delivery time.

Deliveries are subject to many variables, and delays are very badly perceived by customers, who will be unlikely to order again from your online shop. Do not take risks, think wisely!

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Sending to the wrong delivery address

Another element that can cause delays and harm your image is returns due to a spelling mistake in the address.

There is a fairly simple solution to prevent this from happening: check the delivery addresses given by your buyers.

As returns are at your charge, address verification saves you time and money!

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Using low-cost delivery services

Not only delivery times are important - delivery quality also plays a significant role in customer satisfaction!

Some brands try to save money by using a low-priced carrier. Even though this may seem like a good idea, the reality is not always as good. Delivery people can be careless with packages: packages thrown over a gate, left out in the rain, or forced into the mailbox to the point of breaking it. And even if it's not your fault, it's your responsibilityto take care of the situation. Ultimately, product refunds cost much more than a better carrier!

So,don't hesitate to ask around and test several carriers before you find the one that suits you best.

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Sending parcels abroad without preliminary research

Exporting your products is a very positive thing! Exporting allows you to grow and reach consumers elsewhere. But before you start this adventure, make sure you know all the essential information.

Indeed, exporting products is not always easy. Regulations can vary from one country to another, as can licenses and customs fees. For example, even though Switzerland is part of Europe, it does not have the same regulations as France, which can lead to complications in the logistics chain.

Exporting without getting the right information means taking the risk of delivering products late or facing additional fees. And whether in France or abroad, late deliveries only have a negative impact on a company's image. You've got to cover your back!

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4. In a few words: how to offer quality delivery?

Your entire delivery process is very important. From leaving the warehouse to unpacking the product, every step is likely to have an impact on your image.

When implementing the delivery process, there are many choices that need to be made, and nothing should be left to chance. Regardless of the size of your online business and the products you sell, it is best to put customer satisfaction first. Respecting deadlines, ensuring that your packaging is adapted to your brand's values and the quality of delivery will influence your future orders.By trying to save money on delivery services, you run the risk of losing money and customers in the long haul.

So, ask yourself this question: quality or savings?

The aesthetic value of your packaging is not the only thing to consider when establishing your marketing strategy: have you ever thought about its ecological impact? Even if it is an invitation to buy, the product's packaging has also a significant environmental impact.

According to a study conducted by Nielsen, 45% of consumers buy products with the least amount of packaging, which has led many companies to engage in eco-packaging: reducing the amount of packaging, using recyclable materials, completely rethinking the packaging... There are endless options for creating packaging that looks like you, while respecting the environment.

Why wait to make your packaging greener too?

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1. Packing and Packaging

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The packaging is your silent salesman, the last thing your customers sees before checking out. It is a marketing tool not to be taken lightly: a mistake could have consequences on your turnover.

As an e-commerce brand, three layers of packaging can be integrated:

• External packaging: this is the box or bag in which your product is delivered in, so the first thing the customer will see;‍
• Internal packaging: inside the first layer, which keeps your product as it is (bubble wrap, kraft paper, polystyrene...) ;‍
• Product's packaging: the container holding the product itself (plastic tube, glass jar...).

3 packaging layers, 3 chances to make a good impression with your customers! But very quickly, the first questions come up: what materials should be used? And how much?

Beyond the aesthetic side, the environmental impact of packaging is becoming more and more important, for companies and customers. If you don't want your products to be labelled with the hashtags #BreakFreeFromPlastic or #RidiculousPackaging on Twitter, it's a good idea to carefully think about the nature of your packaging.

Fortunately, there are many solutions to align the interests of your customers with those of the planet. From packaging traps to realistic solutions: here is the recipe for an aesthetic eco-packaging!

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2. Packaging Against Ecology

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The major disadvantage of packaging: it is essential, but manufactured to be thrown away right after use.Companies' images may suffer from a poor choice of packaging. Your buyers believe that taking care of the environment is part of your social responsibility. But you also have to ensure that the goods are transported in their original shape, so it's about finding the right balance!

When it comes to logistics, make sure that the product arrives in proper condition while being environmentally responsible.Here are the major problems with packaging, which as an e-commerce brand, you have to avoid at all costs.

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Overuse of Plastic Packaging

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The reputation of plastic is well established and is becoming more and more accepted: plastic is harmful to the planet. In the minds of consumers, a product (other than food) wrapped in plastic comes from a brand which has not considered the environmental consequences of packaging. For good reason: plastic is responsible for 6% of greenhouse gas emissions and 40% of plastic produced is used for packaging.

Using too much plastic for a product is risking having your customer switch to a more eco-friendly brand. And with word-of-mouth influencing more than 50% of consumer habits, you really should take care of your brand's image!

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Materials Impossible to Reuse

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Before selecting your packaging, make sure you carefully choose the materials that compose it. A recyclable material such as glass, aluminum or paperboard is the best choice. Paperboard is a good option: made of cellulose fibre, it is entirely recyclable and can be reused about ten times. In practice, only 49% of paper and cardboard is recycled in France: numerous regulations prevent their recycling. For example, if a piece of plastic tape is found on cardboard, it is no longer recyclable.

Try to select your packaging elements according to their recyclability and their decomposition time. Unfortunately, lots of packaging is not recycled. In order to avoid contributing further to the 7th continent, it is better to use materials with a short lifespan. The choice is important but sometimes difficult to make, because all materials have their pros and cons in terms of ecology and marketing. Some are lighter, others are more recyclable...

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Overpacking: An Obstacle to Eco-Design

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Overpacking is a common problem: not only is it a waste of material, but it can also lead to a loss of credibility. Let's take the example of a flash drive sent to one of your customers. The USB stick will probably be wrapped in rigid plastic. This packaging will be placed in a cardboard box sealed with tape. And to avoid possible transport damage, the cardboard box will be filled with bubble wrap.

To ship a simple flash drive, you will use: plastic, bubble wrap (non-recyclable), cardboard and tape. Hello waste, not to mention the pollution caused by the production of the materials!

That is why when you create your packaging, it is important to take the nature, size and fragility of the products into consideration. A USB flash drive is not particularly fragile, nor is it particularly large. You can simply place the USB stick in a small reusable cloth bag and wrap it in a kraft envelope. Only 2 materials used instead of 4!

Numerous eco-responsible solutions are available to avoid over-packaging, while transporting goods safely.

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3. Packing and Packaging Solutions

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Several companies are using alternatives to switch to eco-packaging. You will find a solution adapted to your e-commerce and your financial capacities in order to respect the planet and your customers.

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‍Create a Smart Packaging

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Think about your packaging design: what if your packaging wasn't meant to be thrown away?

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‍Qualitative Packaging :

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Besides protecting your product, your packaging has an immediate secondary purpose. For example, Birchbox sends beauty products in boxes to protect them. After receipt, these boxes become a toiletry case or storage box. Using the example of the USB stick, your customers could receive it in a high-quality box in which they can pass a string through, and even store several keys at the same time. That way, they have a protective case they can attach to their key ring!

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Planning a Second life for your Packaging:

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Nespresso's ingenious solution: Nespresso collects used coffee capsules from collection points. With the recycled aluminium, they make cans or bicycles. And they use the coffee grounds to make compost.

The selection of your packaging is crucial once again. Make sure you only use recyclable and recycled materials, or work with partners and suppliers like Packhelp who are committed to these eco-responsible principles. For example, Totem, one of Bigblue's customers, wants to use only 100% sustainable materials. Everything is designed to be recycled: the three layers of packaging are reusable, even the tape is made of kraft and natural glue. Nothing is lost, everything is transformed!‍

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Be Proud of your Eco-Packaging!

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If you use sustainable and recyclable packaging, you deserve to be proud of it! Your buyers need to know that. Therefore, there is a whole range of eco-labels on the packaging to highlight eco-responsible brands. 

FSC, NF Environnement, EU Ecolabel... Each certification indicates a degree of respect for the environment. For example, Bigblue is working to switch to 100% sustainable packaging. This is why we work with cardboard supplier International Paper, which has been certified under FSC, ISO 9001 and 14001. They Individually certify that the wood production is eco-friendly, the services are oriented to the interest of the customers, and always in respect of environmental standards. Almost 95% of our packaging comes from an eco-responsible company!

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Alternative Materials for Professionals

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To prevent pollution and waste due to packaging, new materials have been developed. These innovative materials are greener, more recyclable and less polluting, and are the key to obtaining an eco-label!

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When your Materials Match your Brand Image

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Alternatives do not have to be brittle and unattractive! The use of new 100% eco-responsible materials can serve your reputation with customers. It depends on the nature of your e-commerce.

For example, food brands have invented fully edible packaging, such as WikiFoods Inc. which offers frozen fruit pearls with edible protective packaging. Customers will appreciate this brave innovation. Plus, for an extra boost to the environment, you can print your flyers and personalized business cards on seeded paper. After being planted and watered, your advertising messages give birth to delicious flowers and plants. The joy of not wasting anything, and of growing plants!

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Alternatives to Plastics

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Obviously, the first concern is to replace plastics. As single-use plastics are gradually being banned, companies are looking for alternatives. For example, Lactips has created packaging based on milk proteins. Fully biodegradable and edible, this thermoplastic is both soluble in hot and cold water.

Bioplastics and thermoplastics are gradually gaining ground on the market. They are increasingly used to contain non-food products, such as dishwasher tablets. So what about your goods?

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The Plastic Controversy

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There still is a BUT to the use of these alternatives. Do they really cause less pollution than plastic? Actually, according to the British Plastics Federation, the production of alternatives is twice as polluting as the production of plastic. Plastics are lighter, easier to handle and generates less greenhouse gas emissions during transport. Before selecting an alternative to plastic, it is important to research the process from scratch, starting with production and ending with the decomposition of the materials.

Single-use plastics also help to avoid waste. For example, fresh foods (such as fruits and vegetables) can triple their shelf life in plastic packaging. And let's not forget that plastic packaging prevents some bacteria from growing and destroying an entire shipment. How many tonnes of food would be thrown away each year without plastics?

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4. Briefly, what are the Environmental Effects of Packaging?

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Regardless of the nature and size of your e-commerce, moving to eco-packaging is not impossible. From the reduction of packaging to the use of alternative materials, including recyclable materials: there is a solution for every structure, on every scale!

The primary objective of packaging is to incite your customers to buy your products. Today, preferences have evolved. Eco-responsible packaging attracts the consumers' attention more and more, while improving your brand image. Helping the planet while satisfying your buyers is easy: all you have to do is change your packaging habits on your own scale.

And what if you switched to eco-packaging right now?

1. How to organize the efficient delivery of your products internationally?

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E-commerce represents 6% of French exports, so there is no time to lose to avoid being behind others! But it is also more cautious to anticipate your development abroad, to avoid logistical expenses and international discredit.

As far as delivery abroad is concerned, the rules are different: the laws in force are not the same, the carriers vary, the competition does not play on the same elements... In short, a new marketing and logistics strategy is needed. And when it comes to making choices, some options are better than others. Here are 4 tips to keep in mind when exporting to and from the European Union! 

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2. The choice of logistics partners based on the country of destination, for a fast and

efficient delivery.

One of the main questions when an e-commerce company organizes its export is which carrier to choose? Depending on countries and customers, requirements and constraints may vary. The ideal carrier is the one who gets your parcels to their destination without a hitch. But how do you choose one?

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The usual carriers to speed up the delivery of your package

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Your international shipments can always be handled by your local partner, such as La Poste. Its international Colissimo delivery service allows you to send large letters or parcels up to 20kg in amore or less long time.

The undeniable advantage: it's a well-oiled machine, with no unpleasant surprises. You have an online price list and a calculator to estimate delivery times according to the weight of the parcel, the delivery route, and the circumstances. Convenient for your reliability!

Using private carriers such as FedEx or Chronopost is also an option, especially for express deliveries. These carrier shave platforms all over the world, which allows for faster delivery.

That said, if speed is favored, costs are also a factor. Depending on the weight of the parcel and the distance travelled, delivery rates can rise quickly. So, if you are in doubt, you may wonder what your customers abroad want: to receive their product quickly, or to benefit from more affordable delivery rates?

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Contact specialized delivery services

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To avoid any risks, it is also possible to work with a logistician who has experience in international parcel shipping.For example, Trôpicfeel has chosen to work with Bigblue for its worldwide deliveries. From order preparation to the last mile, everything is planned to provide a high-quality delivery experience for your customers! It's all about finding a logistician who you can count on.

Some carriers are specialized in delivering parcels abroad and in underserved areas, such as EasyDelivery. The steps involved are quite simple. Let's take the hypothesis in which you sell jewelry. One of your customers who comes from an area outside the Customs Union wishes to place an order for a daisy necklace. If you propose a delivery by EasyDelivery, here is how it will happen:

• ‍Your customer creates an account with EasyDelivery.
• This registration results in the creation of an address in the name of your customer, in the EasyDelivery warehouse closest to his home.
• Once the order is placed, your necklace is sent to the EasyDelivery warehouse.
• EasyDelivery receives the order and sends a summary to the buyer: size of the chain, status, etc.
• The buyer accepts the order, and EasyDelivery resends the daisy necklace to their home address through carefully selected carriers.

So, even if the shipment takes time, your customer benefits from accurate parcel tracking and trouble-free reception! 

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_{Bigblue tips
‍When creating your e-commerce website, it is strongly recommended to set up a tracking system. Not only does this reassure your customers about the delivery of the product, it also provides you a legal proof of shipment in case of litigation. Also, it is important to choose a carrier that provides insurance. Some only insure the product up to the French border, while others cover it until delivery. Choose what best suits the needs of your customers!}

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3. Analysis of international shipping costs, to avoid unpleasant surprises

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Before you expand abroad, find out about shipping costs and the different rules to follow, as they can vary greatly from one country to another. So much so that a delivery in a foreign country may not be financially worthwhile for your e-commerce business. 

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Customs fees

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Larger parcel shipments within the EU do not generate customs duties, but only the payment of VAT, which is therefore included in the delivery price. When shipping outside the EU, the costs vary depending on the destination country, the nature of the goods, their value, and their origin.

Customs charges are different from one country to another, as are shipping constraints. For example, having your daisy necklace delivered in Switzerland and Germany does not involve the same steps.For any delivery outside the Customs Union, there are additional declarations that must be completed. For example, on the parcel sending the necklace to Switzerland, you will have to provide the CN 23 declaration and an invoice estimating the value of the necklace. Any omission of official papers may delay or even cancel the shipment of the package. And of course, the return is at your expense!

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Transparent communication for every order

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For your export, research is not the only condition for success: communication plays an important role. According to the circumstances and regulations of the receiving country, your buyers may have to pay additional costs.

Whether it is because you have forgotten or because of a fixed reception fee, parcel shipments sometimes imply the payment of charges on receipt. And to avoid disappointing your customers, it is your duty to clearly communicate these risks. For example, sending your daisy necklace to a French overseas territory is not free, even if the territory is technically French. As soon as it is received, your client will have to pay VAT, dock dues, regional dock dues and customs duties if the value of the necklace is higher than 150€. If your customer is not aware of the additional costs, they may not place an order with you anymore!

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_{Bigblue tips
When establishing your export strategy, remember to make all the information available to your customers on your website. We advise you to dedicate an entire page to the rates, lead times and costs involved in shipping outside of France. The more transparent you are, the better you will be able to anticipate the unexpected.}

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Once you have established yourself on the international scene, you can limit the risks associated with delivering a broad by providing several storage and processing locations. Fewer surprises, and faster delivery!

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4. Find out about the legislation before shipping orders to play it safe.

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In France, 24% of products sold in e-commerce are returned to the sender. No matter the reason for the return, it is often at the expense of the seller, which can quickly become expensive. To avoid this kind of situation, find out about the laws enforced in the country of delivery!

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The legality of deliverable goods

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In addition to the customs declarations, some details about the goods must be displayed on the package. For example, for fresh or particularly valuable products, labelling rules vary from one country to another. Composition regulations are not always the same, and if you forget to display them, you may have to return the product.

Plus, all countries are different when it comes to prohibited goods. For example, if a customer living in Vietnam wants to order the daisy necklace you sell, study the regulations carefully! Indeed, in some countries it is forbidden to export jewelry and precious metals.

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Regulations for returning a shipped order

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Regulations are also very important when it comes to returns. Indeed, purchases within the European Union are subject to a cooling-off period of 14 days. After receipt of the order, a customer therefore has two weeks to return the product. For all sales outside theEuropean Union, there is no right of withdrawal. It is therefore often the law of the selling country that applies.

To avoid additional charges, you can go even further and study the regulations country by country. Indeed, in the event of a product return, it is important to define who is responsible for paying there turn costs - you or the buyer? The regulations vary according to location.For example, in France it is the buyer's responsibility. In Germany, however, it is only buyer's responsibility for goods with a value of less than 40€. Not being aware of these particularities can cost you in the long run!

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_{Bigblue tips
‍As a French e-merchant, don't offer delivery to all foreign countries without prior analysis! According to French law, every seller is bound to their offer once it is issued. In other words, if you offer delivery of your daisy necklace to Vietnam and a Vietnamese customer places an order, you will not be able to retract your offer, and you will be obliged to carry it out.} 

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5. Studying your competition's modes of delivery to better adapt to the market

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The final touch for successful international delivery is competitive intelligence!

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Study the local market

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As with your product launches in France, it is preferable to study offer and demand before launching on the international scene. Conduct detailed research to find out if the goods you are selling a rein demand abroad, or if they are even known.

Here are some simple, but crucially important questions to ask yourself: is my product being sold by local companies? Is there enough demand to secure my place in the market? To find the answers to these questions, you can contact the Public Investment Bank. Based on well-founded statistics, you can minimize the risk for your development abroad.

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Analyze your competition and their shipping methods

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For more pragmatic solutions, it is sometimes enough to observe local competition by searching on the net.

You will then obtain information on the fastest carriers and the most efficient logistics strategies. In addition to giving you a real view of the state of the local market, studying your competition allows you to identify cultural specificities.

More concretely, Louyetu, a French jewelry brand, sells its products all over the world. Its website is designed in white and pastel colors. Even though these types of colors represent purity and may catch the eye of the European customer, this will not necessarily be the case for every country or culture. In China, for example, white is a symbol of mourning.So, this jewelry brand won't exactly be a big seller in China!

To sell your daisy necklace in China, you could therefore study Chinese jewelry sites to make note of some marketing and design tips. Adapt your website to the countries and customers you are targeting!

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_{Bigblue tips
In addition to spicing up your website, don't forget about the packaging. Your product's packaging makes all the difference, especially when it crosses borders. Your packaging should be well thought out to avoid logistical problems, but also to appeal to customers. So, don't hesitate to take a look at the packaging offered by your competitors. The choice of color or shape can make all the difference!}

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6. What is the right behavior for delivering abroad?

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The development of your e-commerce on the international scene requires some thought. To ensure your success, nothing should be left to chance: the choice of the logistician, the marketing strategy, the delivery options, the regulations to be followed...

In order to successfully export your products abroad, put yourself in the shoes of your target customers - what do they want?By adapting to the tastes of your buyers and local particularities, you put luck on your side.

Anticipation is the key to success!

Today, more and more consumers are ordering clothes, cosmetics and even eyeglasses on e-commerce websites. The problem? It is not possible to try out these products. A customer will consequently order several models or sizes and then send back those that do not fit. The return rate for in-stores trade is 8% compared to 23% in e-commerce. This new practice, which replaces traditional in-store shopping, increases the number of trips of the goods and their impact on the environment. 

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1. Free returns policy:

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Free returns have become a standard, even though not mandatory, in the fast fashion industry and are intended to attract more and more consumers. However, in terms of air pollution, the return of a parcel is not totally "free".

In recent years, consumers have become more aware of the environmental impact of brands and tend to choose eco-responsible ones, which is good news for the planet. But, they often have a lack of visibility on the entire delivery chain of their command and the impact a return can have. 

I decided to order a pair of boyfriend jeans, this summer's trend, which I've been hesitating to buy for a couple of weeks. Online, It's hard to imagine myself wears them, from the high of my 1.65m, when the jeans are often worn by a model who is 1.75m tall. To be sure to get the jeans that would fit me perfectly, the reflex would be to order several sizes and several models. Then, to pick the one that suits me best and send the rest of my order back to the brand. 

This new " Try before you buy " trend is not without consequences from an environmental point of view. The numerous trips back and forth of marchandises caused a lot of CO2 emissions. Worldwide, Forbes has identified more than 17 billion returns produced each year, emitting 4.7 million tons of CO2 or the equivalent of one million Paris-Buenos Aires round trips by plane. 

The policy of free returns pushes people to buy only for an event. It was observed that some people bought a dress or suit to go to a party and return the item the next day. Even if, it allows customers saving money, it is a bad habit for the planet.

Some associations are trying to change the way fashion industry works. Fashion revolution Belgium has created a campaign focused on the effect of the free return policy, "the Highway fitting":

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2. Product returns' pollutions:

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The packaging: 

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Let's tack back to our boyfriend jeans' example, let's imagine that one of the items I ordered is too small. So I decide to return it, there are 2 options: use the original package, but most of the time it has been thrown away, so I'll choose the second option: use a new packaging. The jeans that are too small, back at the warehouse, will be removed from this second packaging, then prepared again to be shipped again. It will have experienced 3 different packagings from my order to the return. This new common practice, leads to the multiplication of waste paper, plastic, cardboard ...

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The journey: 

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Returned jeans also have environmental consequences related to the multitudes of trips they do. Once packed, the parcel will be dropped off at the post office or at a pick-up point. It will then be carried by the shipping company to the warehouse. 

If the returned jeans pass the quality control, they will be put back in stock and are likely to repeat the same journey again and again until they find their perfect buyer. These round trips of goods caused greenhouse gas emissions and traffic congestion in urban areas.

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Returned products: 

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The product management varies from one sector to another, from one parcel to another, from the conditions of one product to another...

If you are not convinced of the color of your new Iphone offered by your aunt for Christmas, you can send it back. Apple will then recondition it before selling it as a new one. For our too small boyfriend jeans' example, there is a 50% chance that they will be put back in stock to be resold later. 

What is not communicated is that 30% of the returned products are destroyed. In 2018, Amazon suffered a scandal for choosing to destroy returns in perfect conditions to avoid "wasting" time checking them and putting them back online.

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3. How to reduce these returns as a brand? 

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Improve the product description:

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A short and not very detailed product description can lead to customer returns. About 1 consumer out 4 returns a product which does not match its description.

A good way to reduce returns is to give as much details, about the product, as possible in order to minimize unpleasant surprises. For our boyfriend jeans, the important details are the materials (elastane, cotton...), the shape (slim, boyfriend...), the color (black, raw, faded...), the size of the mannequin wearing it...

As for sizes, in France, regulations are not strict and there can be up to 10 cm between the same size from one brand to another. The "Vanity Size" (or "flattering size") is responsible for this phenomenon. Fast fashion brands intentionally enlarge clothing sizes to flatter their customers. Results, a multiplication of product returns and a difficulty to find the right size in this panel of brands: nearly 1 woman out of 3 does not find her size. 

Few brands have clearly realized it and offer personalized guides, according to the size, weight and comfort preferences of the customer (wide or fitted).  

Asos has even developed a "fit assistant". First, the user enters his personal measurements then he is guided through the purchasing process. The fit assistant will propose the sizes adapted to the user's morphology.

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Improving your product descriptions will guarantee a reduction of returns and have a positive effect on customer satisfaction. The products will be as expected and there will be no more unpleasant surprises at the reception.‍

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Incorrect address: 

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As an e-commerce brand, have you ever experienced a product return due to a mistake in the customer's address?  Automatic filling, typing mistake, wrong zip code... Mistakes can be numerous but easily avoidable. 

There are several solutions. You can verify an address on La Poste website for free, if you have any doubt, or you can hire a company to correct and validate the addresses in your customer database.

At Bigblue, we have developed an algorithm to avoid mistakes about the addresses. If there is any doubt, the brand will be notified or e-mailed to avoid unnecessary returns.

Checking all of your customers' addresses will help you to reduce your returns quickly and easily. 

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The packaging: 

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Some returns are inevitable, why not working on the packaging to reduce their impact? 

Certain brands have designed their packaging to allow their customers to reuse them. Nespresso delivers its capsules in packages that are reusable, transformable and recyclable, to send shoes that have been sold on Vinted for example.

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As an e-commerce brand, a simple solution to reduce the impact of your returns, is to make sure you use recyclable and/or recycled materials for your packages. Results, a better brand image among your consumers and a reduction of your waste caused by customer returns.

You can find various companies specialized in the production of environmentally friendly and reusable packaging. Depending on your needs, you can work with companies such as Packhelp or Hoopie... 

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To go further...

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LinvingPackets, a French startup, is known for its innovative packaging. They have created an intelligent, and secure packaging made of polycarbonate that is endlessly reusable. It would prevent the production of cardboard boxes but also the use of paper labels and bubble wrap. This innovation considerably reduces the environmental impact of the packaging. Although, this solution is still in the development stage and difficult to apply to the current e-commerce market, but it is a great promise for the future. 

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4. The transparency of logistics: 

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Millenials are increasingly buying from eco-responsible brands. They are looking for organic, environmentally friendly products ... 46% of French people bought an eco-responsible product in 2019 according to a study conducted by the French Fashion Institute (IFM). But, consumers are not necessarily aware of the carbon effect of their parcel. E-commerce brands will have to "educate" their customers to reduce returns, their ecological footprint and thus improve their brand image . In other words, to inform their customers about the entire logistics process and why not give them an estimate of the gas emissions caused by their shipping order. For example, DHL offers to calculate the CO2 emission of a parcel by taking into account its dimensions, weight, the point of departure and arrival, and the transportation method. 

Offset your brand's environmental footprint by choosing partners who reduce their energy costs. For example, since 2012, La Poste group's mail/parcel service has achieved carbon neutrality. This means that all the CO2 emissions caused by this service have been compensated by their environmental projects, such as reforestation in French's regions.

Reducing returns also involves educating and raising the awareness of your customers. An estimate of the quantity of CO2 emitted for delivery and return of a parcel should be added on the payment page of the order and/or on the return slip. As a result, consumers will become fully aware of the impact of their order on the environment and perhaps double-check the size and/or color to avoid a return. 

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5. In brief...

Millennials and Generation Z are now used to being able to return their orders of their favorite brands free of charge. As an e-commerce brand, you have to shake up their habits and reduce returns. This would have positive effects on your business: reducing your environmental impact, improving your brand image and reducing your return costs. The solutions, proposed in this article, are adapted to each stage of your company's evolution, starting with the correction of mistaken customer addresses and ending with innovative technologies and materials.

The e-commerce sector is evolving rapidly, with an increase of 13.4% in the number of orders in 2018 according to Sendcloud. As a result, the delivery of goods is responsible for more than 30% of greenhouse gas emissions each year.

More and more e-merchants and supply chain managers are becoming aware of this problem and are finding alternative solutions to reduce their environmental impact. In this article we will look at the best solutions to move from ultra-polluting to totally green transport!

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1. Logistics and transport: air pollution in its purest form

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As an e-commerce brand, you organize deliveries on a daily basis. Whether by river, air or land, these deliveries have a cost: in addition of being expensive, they are also environmentally unfriendly. More than ⅔ French people order regularly on the internet, and while the number of orders is constantly increasing, the Fevad says that the average basket size is falling.

In other words, this does not mean that the French consumers order less than usual. They order in smaller quantities and more frequently. And who says more orders, says more round trips of goods, often by truck. Hello carbon footprint!

In France, more and more innovative start-ups and large companies are developing applications, techniques, and vehicles to enable you to continue to deliver your goods while going green.

What are these alternative and innovative solutions? From reverse logistics to electric drones: we explain everything.

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2. The road in full transition

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While waterways and railways remain the fastest and cheapest transport solutions for e-commerce goods, they are not necessarily the most practical. Not all cities in France are well served to ensure a high level of customer service.

That is why transporters started to think about changing deliveries by road completely. For example, the transport company Marc Schubel Transport & Logistique has found two solutions to reduce the environmental impact of its trucks: 

• ‍The eco-driving: Drivers are trained to adjust their driving. A solution simple to implemented which a training.‍

• The software for route optimisation: All the company's vehicles are equipped with it. It allows them to organize their stops in order to reduce the number of kilometres driven. A real saving of fuel, time, and energy.
  

You'll probably tell me that this is not something you can implement at your level, and you're right: there are other elements of transport on which you can have an impact. 

One of the solutions is, from the very beginning of the logistics chain, try to reduce packaging by trying to adapt it to the product it contains. If there is less packaging, the product fits in less space and a truck can carry more products for the same environmental footprint!

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3. The automation of electric vehicles

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Following the same logic, transport vehicles are gradually evolving. While more than 80% of them used to be diesel-powered a few years ago, the reality today is quite different. More and more road transport vehicles are NGV (Natural Gas for Vehicles) trucks or simply electric.

This makes it possible to significantly reduce the emissions of greenhouse gases, whether for short or long distances. More and more carriers are offering electric options. For example, the La Poste group uses the largest electrical vehicle fleet in the world!

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4. Avoid express delivery

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The last-mile theory explains that during the delivery of goods to a customer, the last stage (i.e. the last few kilometres leading to the customer's home) is the most polluting. Since this part is personalized to each customer, it often occurs that carriers travel with a nearly empty vehicle. So the ratio between the quantity of goods delivered, and the energy spent, is really not balanced.

Some carriers change their approach and become more responsible with greener solutions to deliver your packages.  That being said, the express delivery option prevents the application of these new green solutions. When your customers select express delivery, the carrier is not waiting to have a lot of parcels to deliver. The priority is no longer on optimizing delivery rounds but ensuring that they are delivered as quickly as possible. Over longer distances, the carrier will use the aeroplane to deliver the packages, with an even more significant impact on the environment.

As the express delivery is highly appreciated by customers, the idea is not necessarily to remove it completely from the options. Make sure, as a first step, to inform your customers about the environmental impact of this option through a newsletter, for example. Show your customers that waiting 1 or 2 more days is not only better for the planet, but also good for their wallet!

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5. Cargo bikes to optimize transport in the city

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The cargo bike is another alternative to overcome the last-mile. A bicycle (electric or mechanical) is far less polluting than a car, or any other motor vehicle. For this reason, transporters are starting to develop a whole system of bicycles in France's largest cities.

Even though this solution requires sporting skills for delivery people, it allows goods to be delivered more efficiently and ecologically, regardless the density of traffic. They have a small trailer in which they place parcels: simple, efficient and environmentally friendly!

This solution is ideal for cities with heavy road traffic: it allows faster deliveries. And in addition to reducing pollution, drivers have no problem parking!

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6. Collection points for sustainable urban delivery

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Pick-up points deliveries are increasingly used. They reduce the number of journeys: carriers no longer waste time dropping off each order at separate addresses, but concentrate the goods at pick-up points. Owners only have to pick them up when they have the opportunity to do so.

According to Sendcloud, the use of pick-up only benefits the environment if the customer has less than 6.7 km to get the goods. Beyond this distance, customers tend to use their own vehicles, which does not make the pick-up point delivery option any less polluting. A home delivery is then preferable, and so take advantage of the delivery drivers' tours and their electric vehicles!

Pick-up points are scattered all over the major cities, so there are good chances that your customers will have one close to their homes. The only downside: the opening hours. Pick-up points often open at traditional hours: 10am-7pm, which sometimes makes it difficult for e-buyers to find the time to stop by.

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But there is a solution to every problem! To avoid this kind of situation, the deposit system is more and more popular. It takes the form of lockers accessible 24 hours a day, 7 days a week. All your customers need is the code that has been sent to them to open the corresponding locker. And that's it! In France, Amazon and La Poste use this solution to deliver their parcels.

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Bigblue Tips

Reduce shipping costs and improve conversions with Bigblue's logistics expertise. By offering a pickup point option alongside Mondial Relay, you minimise expensive home deliveries for customers who prefer in-store options. We even have developped a Pick up point selector app for Shopify store owner. 

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7. The ingenuity of the warehouse barge on the Seine river

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A new feature for 2019: a delivery warehouse boat has been set up in Paris! Every day, the employees on board prepare the boxes and deliver them to three specific delivery points.

Excellent for ecology, but also for speed! The barge can store many parcels, and its fluvial circulation (in addition to being less polluting) allows it not to be slowed down by the Parisian traffic. For the moment, Le Monde states that only Lyreco and Ikea are delivered by the Fludis barge: but the potential for development is enormous! 

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8. Electric drones as a form of transport

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This pro-ecological alternative is not for now. It is a project for the years to come: the perfect compromise between home delivery and respect for the environment.

This rather far-fetched idea involves the use of fully electric drones to deliver small packages (weighing less than 3 kg) to the customer's doorstep. With this technology, there's no risk of getting stuck in traffic jams!

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9. In short, what is the future of distribution logistics?

Many alternatives already exist today, to enable you to develop completely green logistics. Combining customer satisfaction and respect for the environment is not unattainable.

Even if some ideas are still at the project stage, those that are already in place are easily achievable. Whatever the nature of your e-commerce, reducing greenhouse gas emissions is far from being too complicated.

What if all you had to do was change your habits to save the planet?