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Dealing with challenges of cross-border ecommerce

Mar 14 2018 16:02

Cape Town - Cross border e-commerce continues to provide significant growth opportunities for retailers and manufacturers with an international online product offering, Steve Burd, vice president of sales for DHL Express in sub-Saharan Africa (SSA) said at the DHL eCommerce Money Africa conference in Cape Town on Wednesday.

According to a 2017 DHL report, cross-border retail volumes are predicted to increase at an annual average rate of 25% between 2015 and 2020 (from $300bn to $900bn) – twice the pace of domestic e-commerce growth.

Burd said this highlights a boundless opportunity for African businesses looking to take a piece of the cross-border e-commerce pie.

Five challenges:

In DHL's experience there are five common areas which domestic e-commerce customers consider to be a challenge when deciding where to trade internationally.

The cost of express shipping

Customers want choice, not only in their product selection, but also when and how they receive it.

In DHL's experience, customers are willing to pay a fair price for a faster, more efficient service.

Returns rates

“We’ve found that the return rates are actually much lower on international shipping. Businesses could always do it on a trial basis and measure the benefits over losses and adjust their strategies accordingly,” suggested Burd.

Basket values
DHL has found that basket values often increase with the introduction of express shipping.

Customers tend to buy more to justify the premium shipping costs.

The customer’s business is doing well locally

Evidence shows that international customers will spend significantly more than local ones, according to Burd.

“So, even if international traffic to your website is small, it can be worth a lot for limited effort. There are free online tools available which will give you an indication of your international traffic on your website – this will provide an idea of which countries to focus your efforts on," he explained.

"There is no risk in opening doors to the international market – only the risk of getting left behind.”

Unfamiliarity with customs procedures and processes

This is where the choice of delivery partner comes in, according to Burd.

"If your paperwork has been done correctly, there shouldn’t be any customs delays or worries," he said.

"Collaborating with an experienced partner that has extensive knowledge and know-how of customs procedures on the African continent will assist the business’s e-commerce offering to evolve.”

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