Juphy’s Weekly E-Commerce News Express – 19-23 August 2024
Ceyda Duz
Stay ahead of the curve with our weekly e-commerce and AI roundup! This week, we’re diving into mobile shopping’s rise as the leading e-commerce channel, eBay’s revamped cancellation policy for a better shopper experience, and the latest product updates from Pivotree, Zendesk, and ShipEngine. Keep up with all the key trends and innovations in retail and online shopping!
Mobile Shopping Overtakes Desktops as the Primary E-Commerce Channel
According to Adobe Analytics’ latest report, the dominance of desktop shopping has slowly disappeared since last year as mobile devices emerged as the preferred method for online purchases. This significant shift is expected to grow during the upcoming holiday season and continue into 2025, marking a new era in e-commerce.
Adobe’s data reveals that mobile shopping has seen consistent growth throughout the first half of 2024, with mobile devices accounting for an average of 47.7% of online sales. This correlates to over $280 billion in spending – an almost 10% increase compared to the same period in 2023. Looking ahead, Adobe predicts that mobile devices will drive 53% of all online sales during the 2024 holiday season, surpassing desktops for the first time.
Promotional events such as Prime Day, Fourth of July, and Memorial Day sales have been key in boosting mobile shopping, with mobile purchases consistently outpacing desktop sales during these periods. Specific product categories have seen a particularly strong shift to mobile, with groceries, cosmetics, and apparel leading the way. In July alone, 77% of personal care product sales were made via mobile devices, and mobile accounted for 60.8% of apparel sales. Adobe’s report also highlights that mobile commerce is particularly conducive to impulse buying.
This growing reliance on mobile devices presents both challenges and opportunities for retailers. Major retailers like Walmart and Target have responded by heavily investing in mobile commerce technology improvements, enabling features like curbside pickup and AI-generated features making shopping easier. As a result, these retailers have captured an average monthly mobile sales share of 52.8%, showing the effectiveness of their mobile strategies.
The trend toward mobile shopping is not just a change in consumer behavior – it’s a force that requires retailers to adapt and innovate. While mobile devices are currently favored for smaller, frequent purchases, the gap between mobile and desktop for larger purchases is expected to close as mobile technology continues to improve.
As e-commerce evolves, brands and retailers must refine their mobile strategies to meet consumer expectations to fully catch the growing preference for mobile shopping. This shift is not just a temporary trend; it represents a fundamental change in how consumers interact with online retail, and those who adapt successfully will be well-positioned when the new norm starts to become a key consumer habit.
eBay Updates Cancellation Policy for Enhanced Shopper Flexibility
eBay is introducing a new cancellation policy that offers shoppers greater flexibility when canceling their purchases. Starting August 28, 2024, buyers on eBay will be able to cancel an order as long as the seller has not marked it as shipped. This policy applies to eBay users in countries such as the United Kingdom, Germany, and France and is designed to simplify the cancellation process for both shoppers and sellers.
With this new policy, buyers can cancel their orders by clicking on the ‘Cancel order’ button. Once the cancellation request is made, the seller has three days to accept or decline it. If the seller does not respond within that timeframe, eBay will automatically decline the request on paid orders, though the platform encourages sellers to respond promptly.
eBay is also advising sellers to be accommodating with cancellation requests, especially if they are made shortly after the order is placed. The company suggests that accepting these requests can help prevent future issues such as return requests or arguments over items not received. Additionally, eBay promises that after a cancellation is accepted, a full refund will be issued to the buyer, and sellers will receive fee credits according to eBay’s fee credits policy.
This policy change follows tests conducted by eBay, which showed only a minimal increase in cancellation requests under the new system, from 0.9 to 1.1 per 100 transactions. Despite this slight rise, customer satisfaction reportedly increased by 25%.
For sellers concerned about negative feedback related to declined cancellation requests, eBay has committed to protecting them by removing any negative or neutral feedback on these orders. As one of Europe’s largest online marketplaces, eBay continues to refine its policies to balance the needs of both buyers and sellers, aiming to enhance customer loyalty and overall satisfaction.
Pivotree Partners with Shopify to Streamline Enterprise Migrations
Pivotree, an e-commerce developer and consultancy, has announced a partnership with Shopify to facilitate the migration of enterprise customers to the Shopify platform. This collaboration leverages Pivotree’s expertise in crafting advanced digital solutions alongside Shopify’s powerful enterprise commerce capabilities, aiming to provide scalable solutions for both B2B and D2C markets. The partnership is set to enhance the migration process, offering businesses a seamless transition to a more robust and flexible e-commerce platform.
Zendesk Launches Relay for Bulk Messaging
Zendesk, the AI-powered customer support platform, has introduced Relay, a new messaging app designed for bulk messaging via WhatsApp and SMS. Relay enables companies to connect with customers at scale, managing all conversations directly within Zendesk. The app allows businesses to use dynamic content and targeted audience data to craft personalized messages for specific customer segments. Administrators can also create custom message templates within Zendesk and submit them for Meta approval, streamlining the process of reaching large audiences effectively.
ShipEngine for Platforms Debuts in the U.K.
ShipEngine, a shipping API, has launched ShipEngine for Platforms in the U.K., enabling e-commerce platforms to embed shipping features directly into their software. This solution allows platforms to offer merchants a fully integrated shipping experience without the need for custom development. Powered by ShipEngine Elements, the service includes address validation, rate shopping, shipping service selection, and label printing, all seamlessly integrated into existing product workflows.
Transforming Customer Interactions with Juphy AI
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Key Takeaways
Mobile Shopping Overtakes Desktops: Mobile devices now dominate online shopping, accounting for 47.7% of online sales in the first half of 2024, with expectations to reach 53% during the holiday season. This trend is driven by the convenience of mobile shopping and advancements in technology, making it essential for retailers to optimize mobile commerce strategies.
eBay Updates Cancellation Policy: eBay has revised its cancellation policy to allow buyers more flexibility, enabling cancellations until the seller marks the item as shipped. This change aims to improve the shopping experience and increase customer satisfaction.
Pivotree Partners with Shopify: Pivotree and Shopify have partnered to simplify the transition of enterprise customers to Shopify’s platform, combining their strengths to offer scalable digital solutions and enhance the migration process for businesses.
Zendesk Launches Relay for Bulk Messaging: Zendesk introduces Relay, an app for managing bulk messaging via WhatsApp and SMS within its platform. Relay allows businesses to send personalized messages to large customer segments efficiently, integrating with existing Zendesk workflows.
ShipEngine for Platforms Debuts in the U.K.: ShipEngine has launched ShipEngine for Platforms in the U.K., providing e-commerce platforms with integrated shipping solutions. This service streamlines the shipping process for merchants, including features like address validation and label printing.
