Online shopping: the rise of click and collect

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Online shopping (e-commerce) has become a major activity in South Africa in recent years, even being the preferred option for some consumers.

The way people shop has changed, people are no longer going to retail stores in large numbers. The e-commerce market in South Africa was estimated to have a net worth of R14 billion in 2018 and jumped to R42 billion in 2022.

A study by Pargo, a logistics platform, revealed that despite the many advantages of online shopping, consumers mainly complain about delivery and returns. To solve this problem, it is essential to have a variety of delivery options to meet people’s lifestyle needs.

Shopping online is easy, it can be done from the comfort of your home or wherever you are. People are also finding that there are more promotions and discounts at their favorite online stores. Not worrying about queues or dealing with persistent sellers is another plus.

The rise of click and collect

Despite a surge in customer numbers, some online stores are struggling to keep up with demand and how to roll out on-time parcel delivery with minimal hassle.

Lars Veul, CEO of Pargo, said it was important to have a variety of delivery options to accommodate people’s different lifestyles.

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Well-known retailers such as Edgars, Wellness Warehouse and Faithful to Nature already offer multiple delivery options to meet individual customer expectations. This includes the popular “click and collect” feature.

Some services allow you to pick up from a pickup location when you’re ready, but one of the biggest concerns is the package pickup expiration date.

Click and collect also makes it accessible to people living in places where there is no convenient access to home delivery or where they are not home often.

Pharmacies such as Dischem and Clicks as well as fashion chains such as Mr Price and Cotton On have made click and collect easily accessible and affordable.

Other companies such as Pargo have partnered with 3,000 popular local stores, spazas and chain stores to create a network of pick-up points across South Africa.

Veul concludes that if customers have a “plenty of delivery options, they will choose the one that suits them best, which means happier customers.”

Compiled by Sandisiwe Mbhele

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