Clear Shipping Info to Reduce Cart Abandonment

21% of Shoppers Abandon Carts Due to Delivery Time Uncertainty: How to Provide Accurate Shipping Information

Shipping time plays a crucial role in a customer’s decision to complete a purchase. 21% of customers abandon their shopping carts due to uncertainty about delivery times. In the era of fast delivery expectations, how can online retailers provide clear, accurate shipping information to reduce cart abandonment and improve conversions?

The Problem:

Customers increasingly expect quick and reliable delivery times, especially with e-commerce giants like Amazon setting the standard for fast shipping. When customers are unsure about how long their order will take to arrive—or if delivery times are too long—they may choose to abandon their cart in search of a faster option elsewhere.

For online retailers, the lack of clear or accurate delivery estimates can be a significant barrier to completing sales. Additionally, providing vague or overly optimistic shipping timelines that aren’t met can damage customer trust and lead to negative reviews or lost future business. Accurate, upfront information about delivery timelines is essential for managing customer expectations and reducing abandonment rates.

Supporting Data:

21% of customers abandon carts due to uncertainty about delivery times (Source: Delivery Experience Survey 2023).

48% of online shoppers say that they will not make a repeat purchase from a retailer if their order arrives late (Source: Customer Loyalty Study 2023).

90% of customers expect to see estimated delivery times before they complete their purchase (Source: E-commerce Expectations Research 2022).

Potential Solutions:

To address this issue, online retailers need to focus on transparency and accuracy in providing shipping information. Here are a few effective strategies to improve customer satisfaction around delivery times:

Display Estimated Delivery Dates on Product Pages
One of the simplest yet most effective ways to reassure customers is to display estimated delivery dates directly on product pages. This information should be easy to find and based on real-time data from your shipping carriers. Offering precise delivery windows, such as “Arrives between [Date] and [Date],” can help set customer expectations accurately.
If you offer different shipping speeds (e.g., standard, express, overnight), include the estimated delivery date for each option during the checkout process so customers can choose the option that works best for their timeline.

Provide Real-Time Shipping Updates
After customers place their order, continue to provide transparency by offering real-time shipping updates. Send notifications when the order is processed, shipped, and out for delivery. This helps reduce anxiety for customers and keeps them informed about their order status, especially if delays occur.
Incorporating tracking numbers directly in the order confirmation and follow-up emails is essential. You can also include a real-time tracking link on the order confirmation page, so customers can check their package’s status at any time.

Offer Expedited Shipping Options
For customers who need their items quickly, offering expedited shipping options at checkout is a must. Even if the customer chooses a slower shipping method, knowing that faster options are available gives them peace of mind. Ensure that the cost and delivery timeline for expedited shipping are clearly displayed so customers can make an informed decision.
Highlighting any special promotions on shipping, such as discounted express shipping during certain periods (e.g., holidays), can also encourage faster purchases.

Clearly Communicate Handling Times
In addition to providing shipping estimates, it’s important to clarify handling times—how long it takes for the order to be processed and shipped out. Some retailers offer same-day or next-day shipping, while others may take 2-3 days to process the order before shipping. Clearly communicate this information upfront, especially during busy shopping seasons or holidays when processing times may be longer than usual.
Providing this transparency ensures that customers understand the full timeline from purchase to delivery and helps manage expectations.

So, How Do You Solve It?

What should be displayed on the product/checkout page?

Display estimated delivery dates: Include clear delivery estimates on product pages based on real-time shipping data.

Offer expedited shipping options: Make sure the cost and delivery timeline for faster shipping methods are clearly visible at checkout.

Clarify handling times: Ensure customers know how long it will take to process their order before shipping.

How can you communicate this to customers via WhatsApp?
If a customer abandons their cart due to concerns about shipping times, send a follow-up WhatsApp message reminding them of the available shipping options and estimated delivery times. For example:
“Hi [Customer], we noticed you left some items in your cart! Did you know we offer fast shipping options? You can have your items delivered by [Date]. Click here to complete your purchase.”

Additionally, provide tracking information via WhatsApp after the order is placed, so customers can easily track their delivery status and stay informed about any changes

Conclusion:

Uncertainty about delivery times is a major cause of cart abandonment, but providing accurate, real-time shipping information can greatly reduce this issue. By offering estimated delivery dates on product pages, providing real-time updates, and offering expedited shipping options, retailers can build customer confidence and improve conversion rates. Proactive communication through WhatsApp, reminding customers of available shipping options, can help recover abandoned carts and keep customers satisfied throughout the shipping process.