Success in marketplace selling - Royal Mail

Success in Marketplace Selling 2017

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Success in Marketplace Selling 2017

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Welcome to Success in Marketplace Selling 2017

At Royal Mail, we've always worked closely with marketplaces to integrate our services. From postage, collections and drop-offs to inventory and warehousing solutions, we understand the challenges of marketplace selling and are here to help sellers thrive and grow. By 2020, it's predicted that global marketplaces will own 39% of the online retail market. This opens up exponential opportunity for businesses of all sizes if they can get it right. But with growth comes challenges -- from meeting customer expectations to rising above the competition. Are you doing all it takes to sell successfully? This guide offers practical tips, advice and insight into selling on marketplaces in 2017.

Learn more about...

Great expectations -- delivery and returns in 2017 Meeting the demands of today's smarter shopper Going global in 2017 The best marketplaces to grow on Scaling up Tackle the challenge of growth

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Success in Marketplace Selling 2017

Great expectations -- delivery and returns in 2017

People love what you're selling -- but how quickly can you deliver? And do you understand which delivery options your customers prefer? Along with great products at competitive prices, success in online marketplaces demands efficient delivery and no-quibble returns. With 24% of customers prepared to abandon their basket if delivery isn't fast enough, how can you deliver to their expectations?

New standards are fast becoming the norm

Convenience drives sales, and customers now expect convenient delivery to go hand in hand with well-designed online shopping experiences. The likes of Amazon and Argos have led the way with on-demand delivery -- when customers can get their items in a specified one or two-hour window. So now's the time to review what delivery options you offer. How quickly are customers getting their orders from you? And, critically, how does this compare with what your competitors offer? All other things being equal (and they often tend to be with online marketplace selling) delivery speed increasingly defines competitive advantage.

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Success in Marketplace Selling 2017

Fulfilled by Amazon or not fulfilled by Amazon?

The online marketplaces themselves are keenly aware of the competitive space that delivery has become. That's why services such as Fulfilled by Amazon are gaining increasing popularity. They meet customer demand for speedier service, as well as taking care of warehousing and delivery for you. It all comes at a price though -- and you may feel Amazon already does well enough out of you. So you might decide only to use Fulfilled by Amazon for highvalue items, where the cost represents a smaller proportion of your overall margin.

78% of shoppers say they joined Amazon Prime for 2-day free shipping

Moving to same-day or next-day

If you decide that you should be offering same-day or next-day delivery as standard, take it gently. You could announce your new delivery options and find these trigger a rush of new orders. So start out by only offering a limited selection of goods with faster delivery. That way you can build your capacity for meeting orders faster, without the risk of disappointing customers if you get knocked down in the rush.

Test shipping offers along with product offers

Many online sellers use well-established offer techniques to drive demand -- such as sale prices, discounts, or buy-one-get-one-free. Once you've got faster delivery options in place, try using shipping offers as an incentive. You might choose to have a "free shipping weekend" for instance, or free shipping on orders over a certain value. One report from Comscore finds 61% of customers "somewhat likely" to abandon their order if free shipping is not offered ? while the same report sees free shipping boost average order value by around 30%.

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Success in Marketplace Selling 2017

Significant returns

All sorted? Not quite. 69% of online buyers say they're unlikely to shop with retailers who charge for returns. Just as same-day or next-day are increasingly the norm for delivery, pre-paid returns are now expected. As well as being cost-free, online buyers look for convenience in making returns. And that's where Royal Mail comes in. We have the largest network of drop-off points across the UK, including over 11,500 Post Office? branches, so it's easier than ever for your customers to return an item. Putting pre-paid returns in place, and working with our network, means you can give customers more of the convenience they value. Developing and implementing a comprehensive delivery and returns strategy marks you out as a serious marketplace seller. Amazon, eBay and the like will note what you offer and you'll get a higher ranking as a result. Critically, customers will be able to see that you offer the service they want, making your goods more attractive than ever.

The returns network

Royal Mail handles returns for hundreds of businesses and thousands of customers every day. In 2017 we'll extend our drop-off network to include over 11,500 Post Offices?, along with 1,200 Royal Mail Delivery and Customer Enquiry points. That'll make ours the largest network in the UK -- and the most convenient for your customers.

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