Asian shoppers expect free shipping and returns
In Asia’s fiercely competitive marketplace, online shoppers are increasingly demanding that free shipping, expedited deliveries, and customer-centric return policies are offered as the standard, according to the latest UPS Pulse of the Online Shopper Study.
Now in its sixth year, the research commissioned by UPS categorized its results into three areas – Constants, Movers and Emergers.
On the “Constants” side, the report found that “Asia online shoppers remain dissatisfied and continue to seek free, fast shipping and returns.
On the “Movers” front, the report found that consumers in Asia have become increasingly comfortable with shopping on smartphones, selecting ship-to-store, and buying from international retailers and small businesses.
In terms of “emergers” – or the newer areas of retail that may play a bigger role in the future – the report noted that alternate delivery locations are most popular in Asia compared to other regions, with 71% of consumers, particularly millennials and urban shoppers, interested in shipping packages to these locations with extended hours for reduced fees. Shoppers’ preference for alternate delivery locations has grown considerably from 46% in 2015 to 59% of orders in 2018.
UPS added: “Asia shoppers also love their marketplaces with 98% having purchased from one, and more than a third saying they will use them even more in the next year. Better prices (64%) and free or discounted shipping (42%) are the top reasons for buying from a marketplace instead of direct from a retailer.”
