E-Commerce is no longer a standalone channel for most retailers. What happens online is co-mingled with what happens in the store and through other shopping channels. Many forward-thinking retailers are revamping their business structure so that the e-Commerce executives can work closely with other-channel executives. Yet, the online environment continues to present unique challenges to merchants, around efficiency of page click-throughs, addition of interactive elements and improvement of the checkout process.

E-Commerce Chargeback Costs Reach $40 Billion Per Year

Chargebacks, chargeback fraud and expenses related to managing them cost e-Commerce merchants $40 billion per year, according to Chargebacks 911. Retailers are fighting back, but their success rates vary widely by vertical. The State of Chargebacks: 2018 Report, sponsored by Kount and Chargebacks911, showed that 82% of organizations doing business within the card-not-present (CNP) payment space dispute chargebacks. Overall, when companies dispute chargebacks their win rates are discouraging. Almost half (45%) reported that they were able to reverse chargebacks less than 45% of the time, and only 32% were successful more than 45% of the time (24% of respondents did not know their win rate).

Woot! Launches Free Shipping For Prime Members

  • Published in News Briefs
Woot!, a daily deal e-Commerce site owned and operated by Amazon, is offering free shipping to Prime members. Members can log into with their Amazon Prime account and receive free standard shipping on Woot! orders. Prime members also receive free express shipping on all Shirt.Woot orders.

The Future Of Online Shopping, And How Retailers Can Get There

Picture this: you find yourself in need of laundry detergent to finish packing before your big vacation. You ask Alexa to order some while figuring out where you left your passport and, 30 minutes later, a drone delivers your purchase right to your doorstep. No credit cards, no lines and no stress. Just you on your way to some well-deserved time off. Most shopping experiences will look just like this in a few years’ time. Sophisticated technologies and major advancements in e-Commerce systems have ushered in a new era of online shopping. From multiple easy payment options to virtually real-time fulfillment, technology has enabled new customer capabilities around every turn (or click). Convenience is the norm, and these advancements are making their ways in-store, too. Amazon Go’s cashier-free store fronts and Walmart’s recent biometric investments are just the beginning in terms of how technologies will simplify and enrich your shopping experience.

NMI Acquires Creditcall To Create Omnichannel Payment Platform

NMI, which specializes in card-not-present (CNP) payments, will acquire NMI, adding EMV and card-present expertise to the combined companies’ portfolio. NMI provides payment enablement technology to Independent Sales Organizations (ISOs), ISVs, VARs and payment facilitators. The acquisition brings together NMI’s nearly two decades of e-Commerce and m-Commerce experience with Creditcall’s support for EMV chip card, swipe and contactless enabled payment devices. The combined company accounts for more than $45 billion in annual payment volume, more than 165 processor integrations and 100+ device certifications worldwide.

Fraud Blacklists: What They Are, And Why You Shouldn’t Rely On Them

By necessity, all e-Commerce companies are constantly on guard against card not present (CNP) fraud. Aside from the financial losses incurred from the refunded amounts, chargeback fees, and merchandise replacement costs, there is also the looming threat of losing the ability to do business — payment processors will stop working with a merchant if the chargeback rate exceeds a certain threshold.  Those on the front lines of this ongoing war against fraudsters are the analysts tasked with screening out the fraudulent transactions. They have to satisfy conflicting requirements: brief turnaround time for order accept/decline decisions, minimizing chargeback losses, and keeping the total cost of fraud prevention low. These fraud management teams are the Rodney Dangerfields of e-Commerce, since they usually don't get much respect from senior management, who often view their department as a cost center rather than a revenue protector.  It's no surprise that merchants are quick to adopt and hesitant to abandon tools that are simple, quick, cheap, and seem to do a good job of rejecting fraudulent orders while accepting the legitimate ones. This is how we ended up with e-Commerce fraud prevention tools like blacklists.  Blacklist Basics Here's how blacklists work: When merchants approve an order…

Exclusive Q&A: How Bentley’s Pet Stuff Grew From 1 To 100 Stores In 2 Years

Featured in the photo above: Lisa Senafe, Co-Owner and Co-Founder of Bentley's Pet Stuff, and Giovanni Senafe, Vice President and Co-Founder. Through a steadfast focus on the brand promise, a successful acquisition strategy, and a little help from The Profit reality TV show host and financier Marcus Lemonis, Bentley’s Pet Stuff is on track to own and operate more than 130 stores by the end of 2018. Today, Bentley’s Pet Stuff (formerly Bentley’s Corner Café) is co-owned by Senafe’s wife, President and CEO Lisa Senafe and Marcus Lemonis, who is the CEO of Camping World, in addition to hosting The Profit. Key success strategies for Bentley’s, outlined by Giovanni Senafe, Vice President and Co-Founder, include: A subscription delivery service that offers a variety of pet food selections based on a concept of Mixology. “Pets no longer need to eat the same food all the time.” Marketing is local: Bentley’s supports local animal shelters, donates “tons of food,” and participates in pet adoption events. Real estate occupancy costs are 40% to 60% lower than the average, because Bentley’s stores are not a cookie-cutter size. “We are now known in the landlord landscape as an asset because we are willing to take…

Walmart’s Online Growth Slows During Holiday 2017

  • Published in News Briefs
Walmart has been used to generating enormous e-Commerce growth rates since purchasing in August 2016, but the 2017 holiday season saw some cooldown. While Walmart had 60% and 50% online growth in Q2 and Q3, respectively, the retailer saw e-Commerce sales increase only 23% in Q4 2018. Walmart’s total…

Teacher Peach Sales Soar 114% With Amazon-Only Strategy

Rather than splitting her team’s efforts between its own e-Commerce site and the Amazon Marketplace, Teacher Peach Founder and Chief Creative Officer Randi Brill decided to focus exclusively on the marketplace in 2017 — and she saw sales increase 114%. Founded in 2012, Teacher Peach is an online-only retailer of teacher gifts and classroom products. “While I understand that focusing exclusively on the Amazon Marketplace is not for every business, it certainly was a very smart strategy for our business,” Brill explained in an interview with Retail TouchPoints.

H-E-B Expands Delivery Offerings With Favor Acquisition

By 2024, 70% of U.S. consumers will be shopping for groceries online, according to a recent study from Nielsen and the Food Marketing Institute. Supermarkets are scrambling to set up customer-facing ordering and delivery solutions to handle this growing wave. H-E-B has made a rare acquisition, purchasing Favor Delivery for an undisclosed sum. Favor, founded in 2013, now serves 50 cities in Texas after doubling its footprint in 2017. The Austin, Texas-based company deploys 50,000 contract delivery people, called Runners, to bring groceries and restaurant orders to consumers.

How Innovative Solutions Close The Store-Online Gap For Home Depot, Z Gallerie And Best Buy

It’s been a persistent retail challenge to connect consumers’ online and offline experiences. The ascent of mobile has made this challenge even tougher, because this portable touch point needs to be incorporated in retailers’ strategic thinking about the entire shopper journey, from pre-sale through post-sale. “The biggest challenge in the retail market is still offline/online integration,” said Pano Anthos, Managing Director of XRC Labs in an interview with Retail TouchPoints. “If you’re browsing online, how does the retailer know who you are when you come into the store?”

Holiday Season 2017: A ‘State of the Union’ For E-Commerce Site Performance

The 2017 holiday season was notable due to its strong e-Commerce site performance (speed, availability), with clear signs showing e-Commerce retailers are improving their ability to perform under load. The top performers made incremental load time improvements this year compared to last. In holiday season 2017, the top-performing sites (both desktop and mobile) got faster under load compared to 2016. For example, the top three desktop sites in 2017 delivered performance ranging from 0.88 seconds to 1.29 seconds, compared to 1.25 to 1.48 seconds last year. On mobile, the top three sites ranged from 0.84 seconds to 1.3 seconds. Last year, those numbers ranged from one second to 1.3 seconds. While several leading e-Commerce retailers, including The Gap, H&M, Lowe’s and J. Crew experienced problems during Black Friday weekend, these issues were much shorter in duration than the prolonged outages we’ve seen in past years.

BJ’s Wholesale Club Names First Digital Commerce And Experience VP

BJ’s Wholesale Club has appointed Naveen Seshadri to the newly created position of VP of Digital Commerce and Experience. Seshadri will focus on the continued expansion of BJ's omnichannel capabilities, overseeing the company’s digital customer experience strategy, e-Commerce merchandising, digital marketing, and digital insights and analytics.

Retail Sales Projected To Grow Between 3.7% And 4.4% In 2018

  • Published in News Briefs
The National Retail Federation (NRF) unveiled its 2018 economic forecast, projecting annual U.S. retail sales will increase between 3.8% and 4.4% over 2017. The positive projection comes after an encouraging 2017 holiday season that saw 5.5% sales growth in November and December. If retail sales did jump 4.4%, 2018 would…
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