Poor returns

I recently read some research which suggests (not surprisingly) that 58% of shoppers will abandon an online retailer if they suffer a bad experience with deliveries or returns. After all they get little direct pleasure from the purchasing process (though they do get the sense of anticipation) ... so delivery is a major part of the overall transaction.

Get it wrong and this research says you're half way to losing a customer ... and you might have had to work very hard on marketing and promotion to get that customer in the first place!