Delivery Matters Understanding the needs of Canada's online shoppers in 2016

Canada edition

#DeliveryMatters

excellent delivery, trust and value for money services. We hope this research offers the insights needed to begin prospering from this growing market.

Nick Landon, Managing Director of Royal Mail Parcels

Welcome to our International Delivery Matters report, which explores the needs of online shoppers in Canada. We’ve been producing research like this for the UK for the past eight years, helping retailers to understand consumers’ habits and preferences when shopping online. Last year we started reporting on international markets and covered Australia, China, France, Germany and the US. In 2016 we’ve surveyed some 9,000 online shoppers in total across the UK, Canada, Italy, India, Japan and Russia. All reports are available to download at royalmail.com/deliverymatters How important is delivery for a country like Canada? In comparison to other countries surveyed as part of our Delivery Matters, Canada is a relatively underdeveloped market. The majority of online shoppers spend 20 hours or less each week on the internet (53%), compared to 50% across all the international markets surveyed. Equally, the average Canadian online shopper purchased 4.4 items in Q1 2016, compared to six items bought by the IA, suggesting that there is room for online purchasing to grow in confidence and frequency. That said, some

55% of those surveyed claim to have increased their rate of online shopping recently, with 78% buying from online marketplaces during the first quarter of 2016. The next step is strengthening the level of trust Canadian online shoppers place in the UK’s online marketplace; 56% still see purchasing from UK sites as something that comes with a potential risk. And, despite Commonwealth links being strong, only a quarter of those surveyed claim to have purchased from a UK website in Q1 2016.

From a delivery perspective, Canadian online shoppers don’t share the same expectations around added-value delivery options (e.g. express delivery services) as other countries surveyed. But this market does show a strong preference for home delivery, perhaps in part due to the exceptional distances required to collect packages within each province if living outside of urban or suburban areas.

With the Canadian market still opening up to international and UK delivery opportunities, we understand that successfully accessing this huge market can feel daunting. That’s why we at Royal Mail treat ‘international’ as just another postcode and work hard to provide

Contents Delivery Matters for online shoppers in Canada

2 Contents Canada overview 3

03 Canada overview

04 Trends Frequency and spending behaviours in 2016

05 Trends What are Canada’s online shoppers buying?

06 Trends How do Canada’s shoppers buy online?

08 Trends Attitudes to shopping online

10 Shopping cart abandonment

12 How do Canada’s online shoppers feel about delivery?

14 Tracking and returns

16 Buying online from the UK

18 How do Canada’s online shoppers find UK websites?

19 Barriers to ordering from the UK

22 Summary

24 About this research

26 Royal Mail products and services

27 International research

#DeliveryMatters

Conversion of Canadian $ to £ sterling was calculated using September 2016 exchange rate.

*International average has been calculated based on the countries surveyed as part of the suite of Royal Mail Delivery Matters reports. International average is referred to as IA throughout this report.

**The threshold at which duty and taxes become payable.

This research was independently conducted by Trinity McQueen in April 2016.

Key Stat: Canada

The de minimis threshold** for online items purchased in Canada is C$20

Key Stat: Canada

34% of Canada’s online shoppers prefer to pay for online purchases via credit or debit card, compared to the IA of 47%* Fast Facts: Canada

Population: 36.28 million*Currency: Canadian Dollar $Main languages: English, FrenchInternet usage: 20 hours a week or lessPercentage of online shoppers engaged in m-commerce: 35%Preferred browser: Chrome 54%

* Source: www.worldometers.info

4 Frequency and spending behaviours in 2016 What are Canada’s online shoppers buying? 5

Product categories purchased: Canada, UK and IA comparisons

Unlike the majority of other countries surveyed, the Canadian online market is less likely to purchase items that can be easily bought in-store. This suggests that there is a traditional desire to preview goods before purchase. Clothes were the highest product category for shoppers to purchase online at 33%, still significantly lower than the IA of 43%. Books came second at 26% and CDs/tapes/records accounted for only 17% of online purchases.

Smaller items, like gift cards and vouchers, were more aligned with the international and UK averages at 13% and 15% respectively, while household and garden items like DIY equipment, garden products and furniture purchases were all significantly lower than the IA. This points to potential barriers to purchase due to weight-related delivery charges and a possible desire from the majority of online shoppers to familiarise themselves with bigger ‘investment’ items before purchase.

What are Canada’s online shoppers buying?

Clothes

33% 43%

51%

15% 17%24%20%

26%32% 34%

Indicates significant difference vs. IA

Canada IA UK

25% 28%13%

CDs/tapes/records

19%

30%

Footwear Electrical goodsBooks

Did you know? In Q1 2016, 33% of Canada's online shoppers purchased clothes online, versus 43% of the IA

#DeliveryMattersTrends

Online shopping in Canada is growing, if slower than other countries surveyed as part of the Delivery Matters 2016. Some 55% of those surveyed claim to have increased their rate of online shopping in 2016, which is lower than the IA of 61%. This gradual, cautious progression is reflected in a lower number of average items purchased by online shoppers — 4.4 — compared to six items by the international average during the first quarter of 2016.

Online spend and the frequency of purchases is lower too, with an average total of just C$378 (approx. £219) on items bought in Q1 2016. That said, the figure does constitute 61% of the total spend in online and offline shopping per individual, which suggests that online shoppers are becoming as accustomed to purchasing online as they are in-store.

This is especially true of the ABC1 online shoppers in Canada, who are significantly more likely to be classified as a frequent online shopper with an average of five online purchases compared to four for the C2DE demographic.

Online shoppers in Canada shopped 4.4 times in the first quarter of 2016 vs. an IA of 6

Did you know? According to our survey, the average online shopper in Canada is 45 years of age, more likely to be female and live in a suburban or rural area

61%of total shopping budget was spent online

6 How do Canada’s shoppers buy online? How do Canada’s shoppers buy online? 7

Trends

How do Canada’s shoppers buy online?

For the Canadian market, laptops (56%) and desktop computers (50%) remain the key devices for a predominantly female suburban demographic. These figures contrast against a significantly lower 25% of predominantly younger online shoppers who cited their smartphone as the primary device for making online purchases.

Interestingly, this same minority demographic is also significantly more likely to be comprised of UK nationals living in Canada and purchasing directly from UK buyer sites. However, the figure is still lower than the IA at a more mobile-friendly 34%.

What devices are online shoppers in Canada using?

Females

SuburbanitesHigher online spendersFrequent internet users

Older shoppers

MalesFrequent online shoppers

Young shoppers

UK nationalsUK site buyers

Upmarket shoppers

Middle aged shoppers

More likely to be used by

91% use a laptop or desktop (IA = 89%)

35% use a smartphone or tablet (IA = 42%)

Laptop Desktop Smartphone Tablet

56%of online shoppers surveyed use a laptop to purchase items online

91% use a laptop or desktop computer to shop online compared to 89% IA Did you know?

Tablets are used by only 18% of shoppers online who generally fall into an upmarket, middle aged demographic of Canadians

Laptop 56%

IA Average 59%UK Average 64%

Desktop 50%

IA Average 48%UK Average 41%

Tablet 18%

IA Average 19%UK Average 25%

Smart phone 24%

IA Average 34%UK Average 27%

#DeliveryMatters

8 9

Trends

Attitudes to shopping online Currently, confidence when shopping online from UK sites is higher in Canada than the international average, with 52% surveyed saying they’re happy to buy online and don’t consider it to be a risk versus a slightly lower IA of 47%. However, a sense of scepticism remains around e-commerce, with 40% of Canadians surveyed claiming they are happy to buy from websites but do believe it may carry risks.

That said, this reservation is still lower than the IA of 46% and did not actually prevent those surveyed from making a purchase. Only 4% claimed the perceived risks involved were big enough to actually stop them from making online purchases; just 1% higher than the IA at 3%.

Attitudes to shopping online Attitudes to shopping online

The importance of online marketplaces The use of online marketplaces is reasonably high in Canada, with 78% using them frequently compared to 72% in the UK. However, this percentage is still less than the IA of 81%.

Amazon holds the number one spot as the most popular online marketplace, with 88% of online shoppers in Canada surveyed claiming to have purchased from this website at some point. The second most popular site was eBay at 64%, suggesting that online auctions may be important to this market.

Canadian-specific marketplaces such as Shop.ca (12%) and Newegg Canada (9%) were less popular than their larger global competitors, which may mean shoppers are more compelled to purchase global items online that may not be available in-store in Canada.

Preferred payment method when shopping online

52%agreed with the statement ‘I am happy to buy from websites and don't consider it to be a risk’ vs. 47% IA

34%Credit/debit card

5%Pre-paid voucher

4%Other money transfer

11%Pre-paid card

8%Cash/cheque

2%Other

Did you know? Canada’s online shoppers still need reassuring about purchasing online — almost half believe there are risks involved

18%Paypal

9%Interac online

8%Bank transfer

Did you know? Amazon is the leading e-tailer of choice for Canada’s online shoppers — it received 45% top-of-mind mentions and 88% claim to have made a purchase at some point

#DeliveryMatters

Delivered

10 11

Shopping cart abandonment

Shopping cart abandonment Shopping cart abandonment

Of the online shoppers surveyed, 52% weren’t happy with the delivery charge. In fact, four out of five admitted they would actively search out sites that offer free delivery, a portion that is also comprised largely of young females from higher socio-economic groups. Retailers should bear this in mind when looking to target this particular customer group.

Free delivery: a deal breaker?

Why do Canada’s online shoppers abandon their cart?

From our research, Canada's online shoppers are as equally likely to abandon their shopping cart than the IA, where some 38% of those surveyed had abandoned carts in the first quarter of 2016 compared to 37% IA and 34% UK.

This suggests that shoppers are still getting used to purchasing online with confidence and certainty, as is proven by the 46% who claimed abandonment was because they were ‘just browsing.’ Like other countries surveyed, high delivery costs are still a key obstacle to purchase. This should remain a priority factor for retailers, with low cost or free delivery available where possible.

Top ten reasons for cart abandonment

Wasn’t happy with delivery charges

I was just browsing

Changed my mind when I saw how much I had spent

Found a better deal elsewhere

Out of stock Delivery would take too long

I got interrupted placing my order

Payment options were unsuitable

Website was having technical difficulties

Unhappy with returns policy

52%

Indicates significant difference vs. IA No arrow denotes no change

26% 24% 23% 20% 17%19%

Did you know? Half of those surveyed expect free delivery on all orders

#DeliveryMatters

46%

52%of Canada's online shoppers surveyed said the main reason they abandoned a cart was ‘delivery charges’

43%36%

12 13How do Canada’s online shoppers feel about delivery?How do Canada’s online shoppers feel about delivery?

How do Canada’s online shoppers feel about delivery?While delivery satisfaction remains generally high at 91% for online shoppers in Canada, this percentage is just lower than the UK at 94% and other countries surveyed as part of Delivery Matters.

Delivery satisfaction is a strong indicator of future purchases — 93% agree that they are more likely to shop again with an online retailer if they are satisfied with the overall delivery experience. This figure is comparatively higher than the international average of 90%.

Where is the preferred delivery location? Online shoppers in Canada prefer the option of home delivery, above all others, with a strong 73% majority citing this as their number one delivery location for purchases bought online. The post office was the second preferred location at 13% (notably higher than the IA of 7%).

Despite Canada’s online shoppers being significantly less likely to select ‘Retail outlet collection’ (i.e. Click & Collect) as their preference, there’s evidence to suggest they do value such a service. Some 61% of those surveyed agreed, ‘I like using services where I can reserve an item online then collect it from the shop’ compared to a lower IA of 57%. To offer this as an option to the Canadian market should therefore be a consideration for retailers.

The importance of tracking deliveries The attitude towards tracking and recorded deliveries in Canada remains key, if less so than in the other countries where research was conducted. Of those surveyed, some 87% consider it important to receive information regarding delivery progress compared to an IA of 90%.

When it comes to tracked deliveries, 80% of those surveyed exhibit confidence in the online ordering process compared to an IA of 79% and a much lower 74% in the UK.

However, despite this service being considerably more popular for higher value items, only 38% of those surveyed would opt for tracked delivery compared to an IA of 40% and 44% of the UK.

Did you know?

5% of those surveyed would prefer to have an item delivered to their work address — in line with the IA

Did you know? 79% of those surveyed would track every item they ordered if the service was available vs. 76% IA

9/10surveyed want to receive progress updates on their deliveries73%

surveyed said home delivery was their preferred delivery location of choice vs. the IA of 59%

Out for delivery

DespatchedOrdered

Pak>>>

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14 15Tracking and returns Tracking and returns

Tracking and returns

Tracking counts

Unquestionably, tracked delivery services have a place in the Canadian e-commerce market. A significant 79% of those surveyed claimed they would ‘track every item they order if this service was available’, compared to lower results elsewhere — 76% IA and 67% UK respectively.

Demand for transparency

The general consensus from those surveyed is the desire to stay updated on the status of purchased items. However, for low cost purchases this service appears less of a priority.

Delivery carriers build trust

Canada Post is the dominant carrier in the market, with an almost universal awareness of the brand by those surveyed at 95%. It’s also clearly a trusted household name with four out of five of those surveyed feeling confident the brand will deliver parcels safely.

Did you know?

67% of those surveyed would be unlikely to shop with a retailer following a difficult returns experience

Did you know?

Free returns are more important for female shoppers in Canada — 92% cited this as a key factor when purchasing online compared to 88% of male online shoppers surveyed

Why returns are important

For Canada's online shoppers, returns are important — particularly the cost. Over 90% of those surveyed think it is important to be able to return an item purchased online for free, while some 86% are more likely to shop if there is a clear returns policy.

That said, actual return rates remain markedly lower when compared to other countries taking part in Delivery Matters research. Only one in six (17%) online shoppers have actually returned an item they were unhappy with, versus a significantly higher IA of 24% and UK at 25%.

Returns on items purchased from UK sites were lower, with only 11% having sent back an item bought from a UK site compared to an IA of 17%.

Royal Mail 24®

International Tracked

Received

Despatched

Ordered

#DeliveryMatters

16 17

Canada UK

Buying online from the UK Buying online from the UK

UK sales: what are online shoppers in Canada buying from the UK and why? As with the majority of other countries surveyed for Delivery Matters 2016, clothes and books remain the most popular purchases from UK sites. But even these categories scored lower than the international average rate of purchasing with only 28% of UK purchases attributed to clothes, 20% on books and 13% on records, CDs and tapes.

Other categories, including toiletries, toys, jewellery, electrical games and sportswear scored far lower, which points to the fact that most product categories are significantly less likely to be purchased from a UK site than a local or other international site.

Only available in the UK

It was cheaper I wasn't aware it was shipped from the UK

Better quality Trust in UK brands

I know the item(s) will be genuine

None of theseItem sold out locally

Arrived faster than locally

Other

41%

14%9%

15%

1%

Indicates significant difference vs. IA. No arrow denotes no change

18%

Reasons for using UK retailers

Did you know?

49% of those surveyed find UK items to be much cheaper than locally bought items

Did you know?

20% of online shoppers who purchase from UK sites buy books

15%10% 10%

6%

Did you know?

The average spend on UK sites in Q1 2016 by Canada’s online shoppers was C$214 (£124)

Canada’s online shoppers are less likely than other countries to regularly purchase from UK e-commerce sites. But the pace is picking up, in part thanks to a strong bond through shared Commonwealth membership and the fact that three in five online shoppers like to buy UK brands.

However, only one in four (25%) of those surveyed had made a purchase from UK sites in the first quarter of 2016, a significant difference to the IA of 36%. But British retailers are still in a strong position to market to Canadian shoppers because perceptions of UK brands are high in terms of quality. Some 76% trust that items purchased from UK sites will be authentic and ‘not fake’ — a key insight for retailers looking to build on this message of premium quality and value.

Did you know?

73% surveyed would buy from UK sites when products are not available locally

7%of Canada’s online shoppers surveyed are UK nationals

18 19How do Canada’s online shoppers find UK websites? Barriers to ordering from the UK

How do Canada’s online shoppers find UK websites?

Barriers to ordering from the UK

The average online shopper in Canada discovers UK sites through a range of methods, but search engines and word of mouth are the biggest influencers.

Some 47% of those surveyed are more likely to spontaneously choose UK retailers while surfing the web, as opposed to 35% who specifically go online to visit a UK retail site. This ‘in-the-moment’ tendency by shoppers in this market emphasises the importance of search engine optimisation (SEO) and advertising online. Both factors may prove influential in strengthening the visibility and pull UK retailers could have in Canadian e-commerce space.

As with other countries surveyed for Delivery Matters 2016, cost is the number one obstacle to successful checkout sales. More specifically, customs charges, with some 61% citing this as their main reason for not purchasing from UK sites. Price was also a concern, where 36% of shoppers surveyed admitted high delivery costs were a reason for abandonment. Other notable reasons for cart abandonment include length of delivery times at 22%, ‘just browsing’ at 28% and dissatisfaction with the returns policy at 20%.

Despite a reasonably high level of cost–related abandonment, only 88% of those surveyed abandon a cart on a UK site compared to a 93% abandonment rate for other sites. This suggests that online shoppers in Canada shop UK sites with a greater sense of commitment; a positive consideration for UK retailers.

27%of those surveyed discovered a UK retailer via a related website

Did you know?

Over a third of those surveyed who abandoned a UK cart did so because of cost of delivery

Did you know?

Only 8% of Canada’s online shoppers surveyed discover UK sites via social media platforms

Almost 1 in 6 surveyed were unaware they were purchasing from a UK website

Did you know?

29% abandon their shopping cart because they ‘found a better deal elsewhere’

#DeliveryMatters

C$!

UK retailers Search

Canada’s online shoppers take personal recommendations seriously; some 31% shop on a UK site as a result of family or friends rating it. This is in line with the IA of 36%.

However, only 22% of those surveyed discovered sites as a result of advertising — a figure notably different to the IA at 28%. This suggests there is scope for UK retailers to improve their online advertising strategies to better reach online shoppers as they search and browse different sites.

20 21

Barriers to ordering from the UK

Delivery: it’s all in the timing

Although our survey points to the fact that delivery and customs charges are a deal breaker for most when purchasing online, Canada’s online shoppers are a little less concerned about delivery timings compared to other countries surveyed for Delivery Matters 2016. Even though 22% have abandoned a cart due to the delivery taking too long (same as the IA), the actual delivery expectations were somewhat lower than average:

20% of those surveyed believe deliveries should take six to seven days. By contrast, 27% thought 11+ days was an acceptable amount of time to wait for UK purchases. On average, the expectation was eight days — a day more than the IA of seven. Royal Mail aims to deliver to Canada in five to seven working days which exceeds the expectations of the average online shopper in Canada.

Did you know?

Unsuitable payment options accounted for 18% of those surveyed abandoning a UK cart

Did you know?

85% would be more likely to shop if there is a clear returns policy

Did you know?

Good customer service is still important to online shoppers; 23% cite this as a key driver that would lead them to purchase

Reassurance and transparency are also important considerations when encouraging positive purchasing among Canada’s online shoppers. Full tracking information was a factor that 26% of those surveyed felt would help them reach the checkout with confidence, while clear international delivery charge information would encourage 25%. Notably, this audience appreciates status updates and staying informed from the checkout to the door.

Barriers to ordering from the UK Barriers to ordering from the UK

Indicates significant difference vs. IA. No arrow denotes no change

Delivery/fulfilment related factor Other factor/non-delivery or fulfilment related

Factors that encourage online shopping

Free inter-national returns

Ability to pay in local currency

Lowest inter-national delivery

Free inter-national delivery

Free inter-national delivery over particular value

Full tracking from UK

Clear customs charges info

Clear inter-national delivery charge info

Good customer service

Good range of inter-national delivery options

Fast delivery options

Ability to track returns

Clear inter-national delivery timings info

Stated delivery carrier

Easy collection if delivery fails

Website translated

31% 30% 28% 26%26% 25% 23%29% 29%

23% 22% 20% 19% 17% 15%12%

The road to the checkout: creating happy online shoppers

As always, minimising costs for returns, customs and delivery are the prevailing factors that will influence e-commerce growth for UK retailers in Canada. Returns are critical for UK retailers’ success in the Canadian market, where some 83% surveyed agreed with the statement ‘it is important to be able to return items for free.’ Other factors included a wish for free international delivery at 29%, free international delivery over a particular value at 28% and explanations for customs charges at 26%, all helping to build a compelling case for purchase.

Returns

#DeliveryMatters

22 23

Online shopping in Canada 2016: in summary

Summary Summary

Internet use is infrequent, and shopping frequency has room to grow

Given that a significant 53% of those surveyed use the internet for 20 hours or less each week, it stands to reason that the Canadian e-commerce market is relatively underdeveloped. The average online shopper purchased 4.4 items over a three-month period, significantly lower than the IA of six items. Correspondingly, m-commerce is also low; just 35% shoppers use their smartphone to make purchases online.

Online shoppers buy cautiously, but are less likely to abandon their cart

From our research, 40% of shoppers would still buy from UK retailers but believed potential risks could be involved. Equally, a lack of familiarity and trust in UK retailers was cited as a potential barrier to purchase for 20%, as was a fear of hidden charges (43%). Even so, return rates are relatively low in Canada and less common on UK retailer sites than in general. Retailers should, however, expect higher return rates amongst younger shoppers of a higher socio-economic demographic.

Demand for low cost or free delivery and returns is growing

Like other countries in our Delivery Matters research, our survey confirms that minimising costs and specifically offering low cost or free delivery and returns policies would contribute significantly to online sales. Some 90% believe it’s important to be able to return items for free and 74% of shoppers claimed the cost of delivery would decrease the likelihood of shopping with a retailer.

Online shoppers in Canada are supportive of tracking facilities

Nine out of ten online shoppers consider international tracking on UK purchases to be of real importance. Progress reports from despatch to delivery is considered most important by 79% of those surveyed, followed by delay notifications (69%) and delivery confirmation at 64%. Retailers need to consider offering this level of transparency to help improve the perceived sense of risk involved with shopping on UK sites.

Frequency of internet usage: Canada, UK and IA comparison

High frequency internet usage (20+ hours a week)

47%

50%

35%

42%39%

25% 36%

N/A

Indicates significant difference vs. IA

Canada IA UK

24% 25%17%

% purchasing from online marketplaces

81%

72%

% returning an item bought online in the last 3 months

% using smartphones/tablets to buy online

Purchase from UK retailer websites

Canada’s online shoppers are slower to adopt the benefits of e-commerce compared to other countries. Shoppers purchased items online just 4.4 times in the first three months of 2016, compared to 8.2 items from UK shoppers and 6.1 of the IA. Arguably, a level of caution still exists around ‘buying before trying’ and is a key consideration for retailers looking to build trust in this market in the future.

50%

78%

#DeliveryMatters

24 25

Who we spoke to

About this research About this research

About this research

YUKON

BRITISH COLUMBIA ALBERTA

SASKATCHEWAN

MANITOBA

ONTARIO

NORTHWEST TERRITORIESWhitehorse

Victoria

Edmonton

Yellowknife

NUNAVUT NEWFOUNDLAND AND LABRADOR

QUEBEC

Iqaluit

St.John’s

Halifax

Toronto

NOVA SCOTIA

NEW BRUNSWICK

ReginaWinnipeg

Ottawa

Quebec

Frederiction

Regional classifications:

Central Canada62%Western Canada32%

Northern Territories1%

Atlantic Canada7%

#DeliveryMatters

Independently conducted by Trinity McQueen, the research was conducted with a sample group of 1,500 online shoppers who had purchased items (other than groceries) on the internet in Q1 2016. They completed a 15–20 minute study in their native language between 7–19 April 2016.

26 27Royal Mail services We help you deliver

We help you deliver

Thanks for reading Delivery Matters Canada 2016. We hope you found it useful. If you’d like to find out more about how we can help with your international deliveries, get in touch with your Royal Mail account manager, or call us on 08457 950 950.*

If you’d like to find out more about our research, visit royalmail.com/deliverymatters, where you can also download reports on Russia, India, Japan and Italy as well as the UK version. You'll also find Delivery Matters 2015 reports for Australia, China, France, Germany and the USA.

*Calls may be recorded, monitored and used for training and compliance purposes. Calls cost 5p per minute plus your telephone company’s network access charge.

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We have a range of tracked and signature services delivering to over 220 destinations worldwide. We deliver to Europe in two to five working days and the rest of the world in five to seven working days. We offer up to £100 inclusive compensation with extra cover up to £300 available.

Making it easy to access Canada

In Canada we offer a range of parcel delivery services including International Tracked (with signature option) and International Standard from £7.75* for a 500g item. As the most trusted carrier and our official partner in the country, we work closely with Canada Post to make sure we have the expert local knowledge required so you can deliver items direct at royalmail.com/canada

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Tracked service

If you send 1,000 or more Tracked items across UK, International and Returns services, you can combine these volumes and benefit from a better price.

Our despatch solutions

Despatch Manager Online (DMO) streamlines order management and despatch through an online tool while Shipping API uses API technology to interface with your order processing systems. They’re both available for no additional cost to Royal Mail contract customers.

Click & Drop is perfect whether you’re a business or an individual seller. It’s our simplest despatch solution and doesn’t need any technical knowledge. Click & Drop integrates directly with your eBay or Amazon account. If you’re a retail customer it’s easy to pay online using your credit/debit card or PayPal account. And contract customers are billed through their Online Business Account.

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Our research was independently conducted by Trinity McQueen in April 2016.

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