In good news for online shoppers in the lead-up to Christmas, new research shows almost 9 in 10 Australian retailers have made major updates to their shipping services, most of which offer more options for faster deliveries. The changes will continue into 2025, with 82 per cent of retailers planning to offer customers even more shipping options in the new year.
The findings come from an independent survey of 203 Australian retailers commissioned by CouriersPlease, Australia’s fastest growing franchised courier and parcel delivery service.
The survey follows earlier CouriersPlease research that showed 88 per cent of online shoppers abandoned shopping carts at checkout, with 63 per cent blaming high shipping costs.1 Parcel theft has also become a problem in Australia, with 36 per cent of people reporting parcel loss or theft in their lifetime.2
Sweeping changes have been made this year across 87 per cent of retailers to counteract some of these issues. They include new shipping rates and discounts, more immediate shipping and broader delivery options.
Retailers level the field on shipping rates
With shipping costs dependent on delivery location, regional shoppers are often charged higher shipping rates at checkout. This year, 28 per cent of retailers switched to flat shipping rates, levelling the field no matter where the customer lives. More than a quarter (29%) are planning to add flat rates next year.
An equal 20 per cent of retailers also introduced bulk-rate shipping discounts and free shipping in some areas, though this often requires a minimum spend. The trend will continue into the new year with another 21 per cent of retailers planning to make the changes.
Medium-sized retailers (with 51-200 employees) had the highest number of changes to shipping rates, with 19 per cent introducing free shipping and 43 per cent adding flat rates.
More options for faster deliveries
Thirty per cent of Australian retailers introduced same-day or next-day shipping, reflecting high shopper demand for immediate delivery. In Queensland, an overwhelming 41 per cent of retailers introduced same-day shipping – significantly more than in South Australia (at 27%). On the flipside, 47 per cent of South Australian retailers introduced next-day shipping, compared with 24 per cent in Queensland, 32 per cent in NSW and 24 per cent in Victoria.
As couriers work around the clock in the lead up to Christmas to deliver record parcel volumes, shoppers can help them achieve a first-time delivery by entering complete and correct receiver details – including the business name, unit number and email address, if relevant – on the retailer check out page.
More options for secure deliveries
More retailers have also been offering alternative delivery choices, allowing customers to receive parcels after hours when they are home, or redirect goods to secure collection points or a neighbour’s house. Twenty-two per cent of retailers introduced after-hours shipping this year, while 9 per cent added alternative delivery options.
CouriersPlease offers several alternative delivery methods, including redelivery to a different address, leaving parcels in a safe place nominated by the parcel recipient, and delivering parcels to a neighbour up to three doors away. The company has 3000+ convenient pickup and delivery locations in partnership with technology partner HUBBED Parcelpoints. These free pick-up and drop-off locations enable parcel recipients to collect and return parcels seven days a week, and during extended hours, close to home.
CouriersPlease CEO Richard Thame said: “With such a high proportion of retailers having expanded their shipping options this year, shoppers can expect more choice than ever for getting their parcels delivered in a way that suits them this Christmas. It’s also encouraging to see that retailer shipping strategies will continue to evolve next year, giving shoppers more flexibility and control over how they receive their orders.”
The full survey results can be found here.