Customers’ Top E-Commerce Shipping Questions (and How to Answer Them)

Submitted by skypostal on Mon, 08/19/2019 - 00:00
E-Commerce Shipping Questions

You may find that online shoppers ask you a lot of the same e-commerce shipping questions, especially if you’re selling products internationally. Answering these questions is an excellent opportunity to build a relationship with customers—51% of consumers say they’re more likely to trust a company that is easy to contact. Having answers ready for commonly asked questions can make these interactions as smooth as possible.

It’s important to get it right: 80% of customers report that they have stopped doing business with a company because of poor customer service. Here are some of the most commonly asked international e-commerce shipping questions, along with tips and strategies for developing answers. These should help you address online shoppers’ concerns and strengthen their customer service experience.

 

Are you prepared to answer these four popular e-commerce shipping questions?
Are you prepared to answer these four popular e-commerce shipping questions? – image source

 

4 Frequently Asked International E-Commerce Shipping Questions

 

1. What will my shipping cost be?

This is likely the most common of the e-commerce shipping questions that your company fields on a regular basis. International shipping can be expensive—and either you or your overseas customers have to pay for it. Logistics can represent a large share of the cost of a product (often 15% or more). That’s why it’s worth shopping around to get the best logistics pricing.

A regional logistics partner can help you beat the “global” carriers on both speed and cost. Do your research—if you’re considering e-commerce shipping to Latin America, you may find that SkyPostal’s rates are significantly lower than the other options. And you can pass on those savings to your international customers. That will make your answer to this question much sweeter for your customer base!

2. Will I have to pay customs duties and taxes?

There’s a lot to consider when it comes to the additional fees associated with international shipping. Packages sent across borders are subject to customs duties and other taxes. The total cost to get a shipment from one place to another is known as the landed cost.

 

Goods that cross borders face customs duties and taxes for e-commerce shipping to Latin America and beyond.
Goods that cross borders face customs duties and taxes for e-commerce shipping to Latin America and beyond. – image source

 

Customs duties and taxes differ from country to country, so this can be a complex process to navigate—and one of the trickier e-commerce shipping questions to answer. A logistics partner can simplify the experience for both you and your customers.

For example, SkyPostal can do the tax and duty collection for your e-commerce shipping to Latin America, or help you calculate an accurate fully landed cost to offer your customers. By gaining clarity on your business’s exact shipping and logistics expenses, you can offer pricing transparency and ensure there are no unexpected costs for your customers upon delivery.

3. What’s your return policy?

First, make sure you have a return policy! It should be drafted in easy-to-understand terms (and preferably translated into the language of your target market on a localized site). Consider investing in a solid customer return experience—one study found that better return policies are among the key factors in increasing satisfaction among Latin American consumers.

Free returns are often financially impossible for international returns, so don’t be afraid to be creative. A return consolidation service and a generous return window are just two options to consider. You may also want to provide discounts or special offers for customers who return items to encourage repeat business.

Once you have your return policy established, make sure it’s easy to find on your website. A link in the footer is a common location for it.

4. Can I track my package?

Package tracking is a valuable service for online shoppers. Customers appreciate the assurance that their order is on the way and being able to estimate its arrival time. In one survey, 85% of consumers said they were likely to purchase from a company again if it offered real-time order tracking.

Not all mail services have international package tracking capabilities. Consider choosing a logistics partner that can offer full real-time tracking.

To make it easier for your customers to track their packages, you can add a link in your website’s FAQ section. It’s a good idea to direct customers to your company’s chosen tracking system via a link in your order confirmation emails as well.

 

Linking to your logistics tracking site is one way to answer some of their e-commerce shipping questions.
Linking to your logistics tracking site is one way to answer some of their e-commerce shipping questions. – image source

 

Contact SkyPostal for More Answers to International E-Commerce Shipping Questions

Whatever your customers’ international e-commerce shipping questions are, SkyPostal can help. From real-time tracking, to returns management, efficient pricing, and duty and tax assistance, we can simplify your e-commerce shipping to Latin America and enhance your customers’ experience at the same time.

Contact us today to learn more about how we leverage our extensive regional network and web services integration to deliver reliable, secure, and cost-effective parcel delivery.