Deliveryblues

Friday, April 21, 2006

Internet Delivery is Safe


Recently I was reading about an organisation called the IMRG, which I think stands for Interactive Media in Retail Group (IMRG works better!). In July 2001 the IMRG launched a programme called ISIS (Internet Shopping Is Safe) designed to encourage online trading sites to conform to secure and standard methods of working. According to the IMRG, about two-thirds of online transactions in the UK now take place with ISIS accredited traders, that include Argos, Boots, Screwfix, Tesco, B&Q and Comet.

In my own experience, whilst impressive progress has been made in the process of ordering, paying for and selecting and distributing the goods, one area has remained relatively untouched and unchanged -the final delivery - often rather dramatically referred to as the last mile. Couriers turn up at the right addresses with the right products only to find that there’s nobody in.

So the IMRG, having made significant progress has decided to create IDIS (Internet Delivery Is Safe) – a trust mark and associated charter encompassing all aspects of a transaction associated with delivery. These include, amongst other aspects, making delivery options clear to the shopper before an order is placed, providing information of the progress of an order and having a process for returns.

An integral part of IDIS could also be the means by which retailers encourage shoppers to help the delivery companies complete a secure home delivery first time. Ultimately, it must be the shoppers who are bearing the cost of missed deliveries, so why not develop some incentives to encourage this or a discount structure on repeat purchases when first-time delivery has been successful? With ever-increasing pressure on margins and the cost of failed deliveries so high - we all have an interest in successful first time delivery.

If you come across a site that flies the IDIS flag, let us all know please.

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