Post will arrange shipping. Small cargo volume

“Russia is the largest country in the world with the most underdeveloped delivery structure,” laments Oskar Hartmann, co-owner of the KupiVip store. Large online stores - Holodilnik.ru, Ozon.ru - in addition to their own couriers and warehouses have distribution centers in major cities. Ozon.ru customers, for example, receive books, phones and laptops at 12 pickup points in Samara, Kazan, Krasnoyarsk, Khabarovsk, Rostov, Yekaterinburg and Vladivostok. So far, Holodilnik.ru has distribution centers only in Moscow and St. Petersburg. As with payments, delivery should be as convenient, affordable and fast as possible.

Own delivery service

Natalya Kulakova, who recently opened an online store www.onovamnadom.ru , choosing the delivery methods for her goods, decided to acquire her own couriers. “Grocery delivery is a very delicate thing. Only own couriers can be forced, for example, not to put packages on the ground, to ensure that household chemicals and the products in the bag were separate. It is impossible to guarantee this in an outsourced courier service,” she explains her choice.

Pros: Control and constant polishing of the quality of service. The operator from the delivery service in Kulakova's store, after the order is completed, necessarily calls the client back with clarifications: whether the order was delivered on time, whether the courier handed over the entire change and what he did not like about his service.

Minuses: High staff turnover. “Sane people, not thieves, are very difficult to find for the post of courier. Eight hours to wander around the city, sometimes in a crowded public transport, in the cold - it scares off normal people, ”says Alena Salber, author of the book“ How to open an online store.

outsourced couriers

Delivery of goods can be entrusted to a company specializing in express delivery. The couriers themselves punch the check from the buyer, after which the money goes to the accounts of the logistics company, and from there to online stores. The commission is 1.5–3% of the cost of the delivered goods, Ivan Matveev, CEO of IM Logistics, a company specializing in this kind of services for online sellers, told Forbes.

Pros: No need to mess around with accounting and staffing. “In theory, it is believed that outsourcing removes all problems from you and you can do business directly,” says Lyubov Kozyreva, owner of the children's goods online store www.101slon.ru.

Minuses: At peak times outsourcing company may not always fulfill its obligations. “We had a case when couriers led the client by the nose for a whole week, constantly postponing delivery. And we didn't know about it. As a result, the person, of course, refused the order, ”recalls Kozyreva.

Mail

The Russian Post remains the logistics service with the most developed network of branches in the country. With its help, you can send cash on delivery to anywhere in Russia and the world. Terms and cost can be quickly calculated on the site. The Russian Post has its own analogue of DHL - the EMS Russian Post service, a courier company that, using the parent company's branch network, delivers goods "from hand to hand". EMS Russian Post is faster than Russian Post, but its services are much more expensive.

Pros: Russian Post has 86 branches, about 42,000 postal facilities providing postal services throughout the territory Russian Federation including all cities and rural areas.

Minuses: Despite many years of reform, queues are still not uncommon in post offices. In addition, the mail has a list of goods prohibited for shipment. These include, for example, “items which, by their nature or packaging, may endanger postal workers, soil or damage other postal items and postal equipment. In addition, when using cash on delivery, the customer may simply not pick up the goods from the post office. Then the sender bears the costs not only for sending the goods to the client (with a working scheme, they are added to the cost of the order), but also for its return delivery. “We've made the decision to send cash on delivery only to verified customers,” says Lyubov Kozyreva, owner of www.101slon.ru.

The number of online stores is growing steadily every year. Why are people increasingly choosing to shop online? Firstly, in most cases, goods in online stores are cheaper than similar ones in conventional stores. Secondly, shopping on the Internet is a significant saving of time and effort. The only downside is that you can't see and feel the product through the Internet before buying. But apparently, for few people this minus is a significant drawback.

According to statistics, about 30% of the working-age population in Russia are regular online shoppers. And in other CIS countries, this figure is about the same. Now you can buy almost anything online. But the most purchased categories of goods, as before, are Appliances, small electronics, clothing, footwear, accessories, goods for sports, home and leisure.

The process of delivering goods from the online store to the buyer

1. The client places an order.

Anyone who has ever ordered goods in online stores knows that it is quite simple to do this. Just a couple of clicks - and you already see the message "order received". What happens after that?

2. The application goes to the store managers.

The database of the online store receives information about the order: the name of the buyer, the name of the product, the desired delivery option and other data that the buyer prefers to indicate in his application. The store manager then sends an order confirmation email to email client, and then calls him back for final confirmation of the order. After that, the manager forms an application for order picking and delivery to the client. Some online stores (usually small ones) do the picking and delivery on their own, large stores transfer these responsibilities to outsourced logistics companies.

3. The order is completed at the warehouse.

Warehouse employees receive a request for order picking. They check that the copy of the goods is not defective or damaged. Select the appropriate packaging for it - it can be carton boxes different sizes, plastic tight bags. Easily breakable goods are additionally packed in protective film(well-known packages with "pimples"). When the shipment is fully packed, the documentation for the shipment is drawn up. On the outside labels or stickers are attached to the packaging, which contain information about the product, the sender and the recipient.

A small digression. It is at this stage that mistakes are often made, as a result of which the client receives something completely different from what he ordered. And such cases are not uncommon. If the buyer ordered, for example, a soccer ball, and instead they brought him a mini body massager, he is unlikely to say “well, I will play football with a massager.” The client, of course, will call the store and demand to deliver to him what he originally ordered. And the online store will carry out repeated delivery at its own expense. Why do such unpleasant situations arise? The manager who made the request for a complete set could make a mistake. As a rule, all products in online stores are coded, and the slightest typo in one letter or number can mean a completely different product. A mistake could also be made in the warehouse by packing the wrong product in the shipment, which was listed in the documentation.

Sometimes it is very difficult to find the perpetrators in such situations. And it also happens that, according to all the documents, the “correct” product was sent to the client, but he received a completely different one. Where the sent goods went, and at what stage it was replaced by another product, is unknown. In any case, the online store will need to incur some losses and still deliver to the buyer the goods that he ordered. And in order not to lose your reputation in the eyes of the client, you also need to give him a small gift as an apology for the inconvenience caused. Usually this is either a discount on subsequent purchases, or some small item from the store's assortment.

4. The goods are sent on their way.

The packaged goods are transferred to a transport or postal company. There it can be repackaged if there is such a need (for example, if the goods are not sufficiently protected from possible damage during transportation). Are issued Required documents and the goods are finally sent to the customer.

The choice of the type of transport on which the order will be delivered depends on how quickly it will reach the recipient and how much money will be spent on the transportation process. Of course, it is important for an online store that all goods are delivered to customers as quickly as possible, but it is equally important to save on transport costs. It all depends on the territory within which the online store operates. If the goods need to be transported to a distance of no more than 500 kilometers, then cars are usually used, if more than 500 kilometers, then trains or planes.

5. The item arrives at the post office.

The goods are delivered to the post office in the customer's locality, after which he receives a delivery notification. The client only needs to pick up the goods. Some online stores prefer to take a full prepayment for the goods, and only then send it. Others take only part of the prepayment, or do not take it at all. In the first case, the store does not risk that the customer changes his mind about buying the goods when he has already arrived at the customer's location and is at the post office. But in other cases, such situations often occur. We often make purchases on the Internet under the influence of emotional impulses, and after a day or two we understand that we don’t need this product in principle. And then the order remains in the post office until the maximum waiting period has passed and it is sent back to the warehouse of the online store.

The issue of payment for delivery, as a rule, remains with the transport or logistics company that organizes the transportation. Most often, the amount of delivery depends on the dimensions of the goods and the distance to which it needs to be transported. Large online stores may have their own courier service. Some charge a fixed amount for shipping, some also calculate it based on the size of the goods and distance.

If the client wants to deliver the order directly to his home, local delivery services are already included in the work. If the store is small, it is unlikely that it will have its own courier service in every city.

How goods are returned to the store

Now most online stores provide customers with the opportunity to return the purchased product if it does not fit or has any defects. The client can return the goods, while receiving back his money for the purchase. But delivery in such cases, most often, is paid by the client himself. If the buyer simply did not come to buy the goods from the post office, then for the online store, each such situation entails significant costs. The goods must be sent back to the store, while paying the transport company for the services. In the warehouse, you need to unpack it and re-enter this position in the warehouse documentation.

Depending on the specifics of the product, sometimes an assessment is required regarding its suitability for further use, because during long transportation the product can be significantly damaged or lose some of its important properties. And the costs of such assessments again fall on the shoulders of the online store.

The problem of returning goods is one of the most acute for most online stores. To reduce the return rate, you need to constantly improve the quality of your work at all stages - from negotiations with the client to organizing the delivery of goods to your home. Of course, the quality of the product itself also plays a huge role, because you can’t touch the product through the monitor and you won’t try it in action. According to one of logical companies, which is engaged in the transportation of goods from online stores - "Idea Logic" - a decrease in the number of returns by only 3-5% will entail an increase in profits by as much as 20-30%. and allow as few returns as possible!

Some 5-7 years ago, this issue did not cause so many difficulties - there were few ways to deliver goods from online stores - the unchanged Russian Post, a couple of transport companies and courier services. Now on Russian market there are more than a hundred firms that carry everything from postcards to cars. They promise to deliver the goods to the customer even on December 31st in the evening. Which of them delivers goods, and which is trouble for business, can be difficult to figure out. This article will help you.

There are only four main types for organizing delivery in an online store in Russia. This is:

Delivery by Russian Post

Due to the speed of delivery, the Russian Post is called the "turtle", but its logo is still present in many online stores. Because she has low prices and it delivers parcels even to villages with a population of 200 people, which means it remains the most popular way to deliver goods in Russia.

The disadvantage of this method is speed, but even here technology does not stand still - postal employees do a lot of things to automate processes and serve customers faster.

In June 2016, Russian Post developed a special service for delivery from online stores - https://otpravka.pochta.ru. While the service works only in Moscow. It allows:

Automate the preparation of documents for parcels.

Using your API (program code) to integrate services into your website.

Show the buyer the current cost on the site mail delivery from an online store.

To start using the service, you need to register on the site and submit an application. After verification, the service will be connected to your store. You will not need to fill out stacks of supporting documents at the post office. All that is needed is to print the completed form, stick it on the parcel and take it to the office. In addition, the site has a function to call a courier online, so you don’t have to leave the office at all and keep busy.

Pickup delivery

The method of delivery of goods by self-delivery is good because the buyer does not need to wait for couriers, who often do not arrive at the time agreed upon.

There are two ways to organize pickup delivery:

Issue goods in your warehouse or office;

Use the pickup point of one of the delivery services or TC (transport company). The cost of one parcel in such companies varies from 50 to 100 rubles.

How to organize self-delivery for an online store on your own:step by step algorithm

Pickup from your office is suitable if you sell goods that need to be tested before buying - clothes, shoes, household appliances.

Step 1 - choose a room. Choose a warehouse or office in the central part of the city, in a passing place, for example, in mall to make it convenient for customers to pick up goods. For starters, a room of 20-30 is enough for you. square meters.

Step 2 - set up a pickup point. For this, 30 thousand rubles is enough. You will spend them on a computer with the Internet, cash register, shelves for storing goods, furniture for an employee, a sign at the entrance.

Step 3 - make a showcase with goods. If you have organized delivery from an online store through your pickup point, offer accessories for the goods and thereby increase the average bill.

According to statistics, pickup delivery is chosen when buying inexpensive goods, when to pay courier delivery meaningless. So that your profit does not fall, offer something else to the main product. To do this, install a showcase with accessories in the office.

Step 4 - Hire an honest employee. For the issuance of goods, hire a person with good performance. The fact is that the salary of the operator for issuing orders usually does not exceed 30 thousand rubles, even for major cities. Therefore, if an employee turns out to be dishonest, he will be tempted to steal goods that are worth more than his salary.

Step 5 - Claim your own pickup point. Write about it on the website, on advertising booklets, on business cards. On the site, explain to customers what self-delivery of goods in an online store means and what are its advantages. Take photos of the signage and display case with goods that you can buy on the spot. This will increase customer confidence and set you apart from your competitors.

Understanding what self-pickup in an online store is and what its “pitfalls” are comes with experience. Thus, store owners note that when choosing this type of delivery, many buyers do not pick up the goods.

If you have your own pickup point, organize a system for calling customers or sending SMS with a reminder that you need to pick up an order. If you are using a pickup service from a third party delivery service, make sure they notify the customer themselves.

Courier delivery

How courier delivery is carried out in online stores today is known to almost all residents of large cities who have ever bought something via the Internet. By choosing this method, you save the buyer's time, because the courier comes to the client's home or work, having previously agreed on the time of the visit.

In addition, almost all types of courier delivery provide for testing the goods before payment - trying on clothes, checking the operation of equipment, etc.

An online store can carry out courier delivery in two ways: hire your own courier or use the services of a courier service.

Advantages of your courier delivery

1. The method of delivery of goods from the online store by your courier is more flexible compared to the services of third-party courier services. The courier adapts to your customer, and not to the schedule of the company where he works. If necessary, he will deliver the goods to work time or change the route to pick up an order that you received at 19.00, but want to deliver to the client on the same day.

2. If the client transfers payment for the order through a courier, then you receive the money immediately, and do not wait a few days for the courier company to transfer it to you.

3. By hiring your own courier, you work with one trusted person. If you find “your” employee and work together, you don’t have to worry about the safety of the parcels and delivery times. When contacting a courier service, couriers may change, and with them the attitude to work will change, which depends on the individual.

4. Your courier knows your product well, unlike the courier service employee. At least you can train him so that he can answer simple questions the buyer and help him deal with the goods. He is the face of your store, your advertising and your additional tool sales.

It is worth thinking about how to organize your delivery service when you are able to support it and when you have a flow of orders from 5-10 per day. It is better for aspiring entrepreneurs to outsource this process.

An online store for those who have no time to understand the development. Ready in 5 business days, over 100 tools for sale! Just upload your products and start selling! Shopconstructor will do the rest.

Advantages of a courier company for an online store

1. You pay for the services of a courier only when it is needed, and do not keep a person on staff who leaves for orders from time to time.

2. Organization of delivery from the online store to other cities is possible only with the help of courier services. They have enough resources to quickly and inexpensively transport your product to another region.

3. It is easier to cope with peak loads, for example, before the New Year. Courier companies usually have a large staff and you can use these additional resources if necessary.

4. If the parcel is lost or damaged due to the fault of the courier, the courier service is responsible for this. If the goods are damaged due to the fault of your courier, you will most likely incur losses.

5. Express delivery can be ordered from a courier company if the client, for example, needs to receive the goods in two hours. If there is one full-time courier who this moment busy with other orders, you will not be able to provide such a service.

6. You can read about how courier delivery is outsourced in reviews, there are a lot of them on the Internet. From the reviews it is easy to determine the strengths and weak sides companies, and then choose the one that suits you. When organizing your delivery service, you do not know what kind of difficulties you will encounter.

The cost of a courier delivery service in the city is 200-250 rubles per parcel. Speed ​​- from several hours to several days. As a rule, courier services have different rates - the more deliveries you make, the cheaper each of them is.

The organization of a delivery service for an online store necessarily implies delivery by courier, regardless of the region in which you are located and what you are selling.

Delivery by transport companies

The services of transport companies for online stores are relevant when you need to send goods to another city. This is convenient for bulky and expensive goods if you do not trust the Russian Post to transport them. The essence of this method is as follows:

The buyer makes an advance payment for the goods.

You send the goods to the warehouse of the transport company or order courier delivery to the door (it depends on the wishes of the client).

The recipient picks up the goods and, if necessary, pays the rest of the payment.

If you choose which is better, the post office or the transport company, then the second option has more advantages: the speed is higher, the attitude towards parcels is more careful, there are more conveniences for the recipient and the sender. However, transport companies have higher prices and branches of the shopping center you have chosen will not be in all cities.

So, how to arrange delivery and how to send goods from the online store? A self-respecting store implements several ways to deliver goods:

By courier - for those who need it faster and who are nearby.

Pickup - for those who do not want to overpay and buy goods for a small amount.

By Russian Post - to places where couriers do not work.

Transport company - for those who are not satisfied with the terms of mail.

To make it easier for you to choose the best delivery methods for Russia and the CIS, we have prepared a selection of 15 delivery services with reviews and descriptions.

Delivery options and delivery services in Russia and CIS

http://boxberry.ru is the market leader with offices in 333 Russian cities. More than one and a half thousand online stores use the services of the company for the delivery of goods "Boxberry".

The store owner needs to register on the site and send orders for delivery through Personal Area. Each client is provided with a personal manager. You can bring orders to the Boxberry warehouse or call a courier who will pick up the goods. The advantage of this method of delivery of goods is the ability to track the location of the parcel on the site and an online calculator with a cost calculation.

Review of Boxberry on the Internet

http://www.edostavka.ru is one of the best delivery services for goods from online stores, known as CDEK, on ​​the market since 2000. There are 450 distribution points in 90 cities of Russia. CDEK transports goods from abroad, including from China, offers an express delivery service on the same day.

For owners of online stores who have concluded an agreement, CDEK gives discounts from 3 to 10%, prints invoices, calls recipients to clarify the delivery time, works on weekends and after 18.00, and provides many other additional services.

Review of CDEK on the Internet

http://www.shop-logistics.ru - "Shop-Logistics" delivery service organizes delivery for online stores in 5,000 cities of Russia. According to the administration, 95% of parcels are delivered without problems. Cash on delivery payments from buyers are transferred in 1-3 days.

You can install an online calculator from Shop-logistics on your website. With it, users will calculate the exact price themselves. Shipping cost - from 50 rubles per parcel. Most of the points of issue of orders are equipped with fitting rooms for those who buy clothes.

Review of Shop-logistics on the Internet

http://www.topdelivery.ru - Russian network delivery of letters and parcels. Delivery is carried out by courier or to the point of self-delivery. Terms for Moscow and St. Petersburg - 1 day. "Top-Delivery" works in 1800 settlements Russia, has more than 200 pickup points.

According to the employees, the Topdelivery company copes even with the New Year's peak of work. Calls recipients and sends them messages, makes it possible to make a partial refund, allows you to test the product for 15 minutes before paying.

Review of Topdelivery on the Internet

http://post.reworker.ru - the Reworker company is engaged not only in the delivery of goods for online stores. It also provides services for order processing, storage, and labeling of parcels. Works with the Russian Post and the most common courier services - Boxberry, CDEK, DPD and others. All you need is to conclude an agreement, connect the system to your store and leave applications. Couriers will pick up the goods from you and ship the same day via desired service delivery.

The cost of delivery from online stores to Reworker is from 24 rubles. Sends goods from Moscow and St. Petersburg. Simplifies the complex work with the Russian Post - prepares and packs parcels, takes care of paperwork, provides a minimum commission when sending cash on delivery from a client.

Review of Reworker on the Internet

http://getparcel.ru is a reactive delivery service to online stores (as they call themselves), which delivers goods within the Moscow Ring Road in three hours. Unfortunately, they do not go further than the Moscow Ring Road. Delivery service "GetParcel" cooperates with forty partners or 1600 couriers in Moscow. Couriers undergo special training, each has a cash register and a terminal for paying by cards.

The Getparcel service has its own API for installing a widget on the site if you have a large online store, and a Personal Account for sending orders if sales volumes are still small.

http://allegro-plus.rf is a courier service that specializes in the delivery of correspondence and parcels in Moscow. It also works with online stores, offers discounts to regular customers. "Allegro-Plus" picks up shipments from your warehouse for free, packs the parcels and calls the recipients to coordinate the delivery time with them.

The Allegro-plus.rf courier service concludes an agreement with online stores. Each client is assigned a manager who will tell you how to organize delivery to the buyer through the Personal Account, how to print accompanying documents and maintain your address book.

Review of Allegro-plus on the Internet

http://www.latella-post.ru - a courier service founded in 2007, delivers goods from online stores in Moscow, Russia and abroad. The Latella delivery service has 90 branches in Russia, as well as representative offices in Ukraine, Belarus, Kazakhstan, and Kyrgyzstan.

The service has a fleet of 50 vehicles at its disposal, and it books about 3,000 flights per month for the delivery of goods. Among the shortcomings of the Latella delivery service is the work of couriers only on weekdays and during working hours from 9 to 18.

http://www.doklienta.ru is a transport company that works with cash on delivery. TC "Doclienta" delivers goods weighing up to 10 tons, picks up goods from the supplier, transfers cash on delivery, allows you to try on clothes, assemble furniture and check household appliances before paying.

The terms of delivery of goods from the online store are clearly shown, there is an online calculator for calculating the cost of delivery in Moscow, to any city in Russia or the CIS. The prices of the Doklienta.ru company depend on the number of deliveries per month and the weight of the parcel. On average, the delivery of one parcel up to a kilogram costs 25 rubles /

Review of Doklienta on the Internet

http://courier-fakel.ru - Fakel courier service has been operating since 2011, delivering goods in Moscow and Russia. Delivery by courier to your home or to a self-delivery service in Moscow is possible. Works without delay - undertakes to return the cost of delivery if the courier is more than an hour late.

Fakel allocates a personal manager to each online store, returns money from cash on delivery within three days, can store your goods in its warehouse, and allows you to monitor the status of your order online.

https://www.hermesrussia.ru - the company for the delivery of goods from the Hermes online store has been on the market for over forty years. Offers delivery across Russia with German precision. The head office of the company is located in Hamburg. In Russia, there are about 600 distribution points in 155 cities.

The Hermes delivery service notifies recipients of the arrival of the goods by phone or SMS, arranges insurance for all goods, and coordinates the express return of goods back to the online store. Estimated delivery time in Moscow and the region - 1-2 days.

Review of Hermesrussia on the Internet

http://www.dimex.ws - delivery service for online stores, operating since 1998. Delivers cargo to more than 9,000 cities in Russia and the CIS. There is the option of delivery of goods the next morning (express) and delivery of groupage cargo, as well as packaging of goods with several degrees of protection.

Courier service "Dymex" provides additional services: delivery after hours, change of address of the recipient, delivery with an inventory of attachments, declared value, delivery by a certain time.

http://www.ecp-logistic.ru is a courier delivery method via Russian Post or own pickup points. "ECP-Logistic" operates in Moscow and regions. They pick up shipments from your warehouse for free, change the address or full name of the recipient for free, help install their API in the online store, provide a Personal Account with everything you need.

The delivery service "ESP-Logistic" gives a 10% discount on delivery from online stores in the first month of service, does not increase the price of services if you need to deliver the goods on the weekend. The maximum weight of the shipment is 15 kg.

Review of Ecp-logistic on the Internet

http://index-express.ru - professional delivery of goods and correspondence. For online stores, IndexExpress offers the organization of delivery of goods to self-delivery points in Moscow (9 pickup points) and St. Petersburg (24 pickup points). On request, he can pick up the goods from your supplier and store it in his warehouse.

Courier service "Index-express" sends messages to recipients at all stages of delivery. Offers a convenient tariff with a fixed cost of 250 rubles, regardless of the number of deliveries.

http://cse.ru - the transport company "CourierService Express" started its work in 1997. Today, more than 150 branches of the courier service operate throughout Russia. There are more than 170 people in the state.

For online stores, KSE offers convenient delivery options in Russia, storage and packaging of goods, well-established customer service and 10,000 square meters of warehouse space.

How to organize delivery in an online store - tips

1. If the average amount of a check in your store is 1000 rubles, be sure to make the delivery self-delivery. The client is unlikely to want to pay another 250-300 for delivery by courier at a price of 1000 rubles.

2. By concluding a contract for courier or transport services for an online store, read it carefully. What will happen if the courier loses the parcel or does not meet the deadline, whether the manager calls the recipients or sends them SMS, when he transfers money for the goods to you, what if the buyer does not pick up the order - these and other conditions should be clearly spelled out.

3. Make the store available for express delivery on the same day or within a few hours. According to the survey, 36% of potential buyers do not place an order due to long delivery times. Don't lose these customers.

4. Basically, customers are ready to pick up orders in the evening, after work. Peak time - 19.00-22.00. Keep this in mind when planning your courier or pickup schedule.

Choice of the best delivery companies: check list

Experienced online store owners advise choosing a courier service that:

It has many branches in Moscow and St. Petersburg. According to statistics, 70-90% of buyers of online stores are Muscovites and residents of the northern capital.

Withstands peak New Year load. Many companies disrupt the delivery of goods from an online store on holidays and deal a blow to the profits and reputation of the owners.

Can pick up parcels after 19.00, and not in the middle of the working day. This is convenient for you and is necessary so that you can give the courier all the orders that have accumulated during the day.

It has its own API (code for posting on the site) so that you manage the organization of the delivery of the online store from the admin panel. This is especially true for large trading platforms.

Free returns of parcels that the buyer did not pick up. Not later than one week and indicating the reason for the return.

When choosing a courier service, of course, you need to focus on reviews. But do not be surprised if you see a lot of negative reviews for the best delivery services for online stores in Russia. Remember that good things are rarely written about, because it goes without saying. But about the unsuccessful experience of cooperation they talk willingly and through all channels.

Fast delivery and happy customers!

From the author: delivery of goods is one of the most important links in the work of any online store. According to a study by PwC, 65% of online shoppers consider home delivery huge advantage. The remaining 35% complain about the long delivery, which completely discourages shopping online. Let's figure out how to arrange delivery in an online store.

The main rule is the delivery of the order in guaranteed terms.

If you, then you must remember how two and two: the delivery of goods to the buyer must be carried out within a strictly specified time frame. If a person ordered, for example, a gift for a very important celebration that did not arrive on time, guess if he will become your regular customer?

If you are still far from the level of such a "monster" of online trading as Ozon.ru and the like, which have an established logistics system with their own distribution centers, then you will have to organize the delivery of goods from the online store yourself, or use postal and courier services.

Delivery types

Consider the main types of transportation, from which you can choose one or more, depending on the specifics of your business and the goods delivered, as well as the geography of coverage.

"Post office".

It has the largest area coverage. If you plan to deliver goods from an online store throughout the Russian Federation, and not just in megacities, then you cannot do without the good old Post Office. After all, not every courier service can cover every village with a population of 1000 people.

Minus "Mail of Russia": unpredictable delivery times. There are no additional services - the recipient will not be able to pre-examine the goods and, in which case, refuse. But it’s easy not to come to the post office and generally “freeze yourself” from receiving an order.

How to build work with Russian Post: conclude an agreement with it or send parcels on behalf of individual. There are also special companies that pack and send goods through the mail, of course, for an additional fee.

Delivery service.

This method ensures prompt delivery right to the customer's door. You can agree on additional services with the courier service - the recipient will be able to try on and partially redeem the order. The rejection rate is significantly lower than in the case of Russian Post. For the most demanding customers, you can arrange urgent courier delivery.

How to choose the right courier service for your online store? Make a preference matrix for yourself - what do you prioritize: customer needs, transportation costs, or some of your personal requirements? If you decide on the cheapest service, be prepared for all sorts of surprises in the form of disrupted delivery times.

Cons: often the client associates the courier company with the transport service of the online store itself. Therefore, if the courier is delayed or rude to the recipient, you will be to blame.

Outsourced couriers.

The organization of delivery from your online store can be completely entrusted to an outsourcing company. The couriers of this company themselves will break the check from the buyer, after which the money for the goods will go to the account logistics company, and then to you, minus a commission of 1.5-3% of the cost of the delivered goods.

pros this method are obvious: there is no need to mess around with full-time staff and think about how to carry out all this in accounting. You will be able to directly engage in business.

But the disadvantages are not so obvious: at times of heavy load, for example, on new year holidays, the outsourcing service may not be able to cope with its obligations, which, again, can ruin your reputation.

Own transport service.

You can ship from an online store using your own couriers, especially if you are selling delicate (such as food), expensive (jewellery) or fragile (crystal or glass) goods that you are worried about.

Here you already have a place to roam. You can personally monitor how your couriers work and handle products, which cannot be done in an outsourced courier service. After the execution of the order, it is desirable to contact the client and get feedback: whether the goods were delivered on time, whether he liked everything about the service, the quality of the product, etc.

Cons: high staff turnover. You have no idea how hard it is to find honest, decent people as a courier. Normal people are usually scared away by the working conditions associated with the prospect of wandering around the city in frost, rain and heat, by public transport or on foot. Therefore, if you decide to organize your own delivery service in your online store, take care of normal working conditions for your employees.

Features of the organization of delivery

This process depends on two criteria, they have already been mentioned above:

the type of item being sold. If you sell perishable goods (flowers, food, etc.), then it is better to hire your own couriers (if your store operates in a small area) or work with a courier service. Such products must be delivered within a few hours after order confirmation, or self-pickup.

Clothes can be sent by regular parcels or by courier so that the buyer can try them on and, if anything, refuse. Most buyers try to order goods from places where they do not need to pay an advance payment, and will gladly give cash to the courier after they are satisfied with the quality.

If you specialize in the sale of large items, then you should connect some kind of transport company, which transports goods by rail or road;

region of the online store. If your coverage area is one city, then the “courier + self-delivery” scheme will be the best solution. If you are planning to work on different regions then use the delivery service. If you are thinking about entering the international market - consider whether you can compete with local sellers, especially when you consider how much it will cost to ship abroad (it may even exceed the cost of goods). Therefore, the expediency of such transportation depends on what you are selling.

So, we have considered various ways organizing the delivery of goods from the online store. If you are just thinking about creating your own web resource, I can advise, which clearly and understandably tells how to do it quickly and inexpensively.

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