£228m worth of click-and-collect orders going uncollected
Consumers are failing to pick up £228 million worth of goods ordered via click-and-collect each year, according to research from Barclaycard. Retailers have estimated they could save over £178,500 each year if shoppers collected their parcels.
According to the research, over 70 per cent of UK shoppers use click & collect, but 15 per cent have admitted to not collecting these purchases in store. This means retailers have to process returns on unwanted goods.
Customers who have failed to pick up an item say the process is a “hassle” (30 per cent), while others blame long wait times (25 per cent), poorly staffed collection points (25 per cent), struggling to find the collection area (17 per cent) and having to pay for click & collect (15 per cent).
In contrast, 89 per cent of retailers offering click & collect have seen an increase in footfall over the last two years, while 97 per cent have reported additional revenue from offering the service.
Kirsty Morris, director, Barclaycard Payment Solutions, said:“Click & collect is a win-win for both retailers and consumers. Brands have the opportunity to not only increase the number of shoppers through their doors but also to reduce costs and returns, while generating revenue from ‘click & collectors’ purchasing additional items in-store.
“Enhancing the click & collect experience is a potentially lucrative way for retailers to ward off the unprecedented challenges of the high street and bridge the gap between online and in-store shopping.”