Citizens Advice Scotland
Business delivery report
Key findings from the report
· Almost nine out of every ten businesses who responded reported that they regularly faced an additional surcharge for delivery due to their geographic location
· More than three-quarters of respondents (76%) felt that the costs of ordering items online had a ‘substantial impact’ on their business
· 80% of respondents regularly encountered misleading claims of ‘free delivery’, when in fact surcharges were imposed due to their location
· Additional delivery costs for ordering items online are estimated to have a substantial impact on more than 15,000 businesses in remote and rural Scotland
· Business respondents face an unenviable choice of absorbing high delivery costs and cutting into their profitability, or passing on the cost to their customers and leaving themselves at a considerable disadvantage against competitors elsewhere
The report’s recommendations include
· Wherever possible, retailers should offer delivery by Royal Mail.
· If delivery by Royal Mail is not possible, retailers should give customers a clear reason why this is the case.
· Sellers and carriers should offer alternative points as options for delivery, working in conjunction with the Post Office and local community hubs such as shops to facilitate this.
· The Statement of Principles for Parcel Deliveries produced by the parcel deliveries working group led by Consumer Futures and the Scottish Government, should be promoted to retailers as best practice in this area.
· Retailers should refer to the Statement of Principles when considering their policies and practice for delivery to rural, remote and island areas.
get advice online: www.adviceguide.org.uk/
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