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The 2020 Click, Ship & Return Report is Here




Since COVID-19 hit, retailers have struggled with various areas of order processing from issues with sourcing products to new cleanliness restrictions and safety protocols implemented to help reduce the spread of the coronavirus. But one pain point sticks out: fulfillment.

Online sales in Q2 2020 have increased 44.4% year over year, and shipping carriers FedEx and UPS reported package volume increasing more than 50% in the same quarter. And retailers are responding by adjusting their fulfillment practices.

Many have added curbside pickup and shipping orders from stores, while others have looked at alternative ways to fulfill online orders beyond the usual shipping carriers. Our real-world test reveals that some retailers are still struggling with fulfillment, while others have hit the ground running.

The just-released 2020 Click, Ship & Return Report reveals new insights into the fulfillment practices of online retailers. It also detailers what new procedures e-retailers have put into place since COVID-19 as well as the results of real-world tests on the fulfillment process of several online retailers.

Breakout Facts:
•    60% of consumers said that they would purchase from a retailer that ships faster if the price for a product is the same on two websites.
•    71% of Top 1000 retailers offer some type of free shipping.
•    102 Top 500 retailers have added curbside pickup between January and August 2020
Included in the Report:
•    Analysis of the shipping policies of Top 1000 retailers
•    Over 30 charts & graphs evaluating retailers’ fulfillment practices
•    Data and analysis on how COVID-19 has impacted fulfillment
•    Results from real-world tests of more than 50 orders from online retailers and curbside pickup from 12 top retail chains
•    Overview of Amazon’s fulfillment practices
•    Interviews with top executives exploring curbside pickup, buy online pickup in store, and ship-from-store services
•    Exclusive survey results and analysis on consumers’ shipping and return expectations

Purchase the 2020 Click, Ship & Return Report.
For more commentary, or for a copy of the report, reporters can reach April Berthene at [email protected]




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