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Poor click and collect offer causing abandoned purchases

Retailers are losing customers due to poorly-managed Click and Collect points, according to a new study from shopping app group Ubamarket.

The group has found that one in seven Click and Collect orders are never picked up, with customers leaving £228m worth of orders over the past year. Frustration over poorly-staffed collection areas and long queues were cited as reasons behind the abandoned transactions.

Nearly a fifth of consumers say they would visit physical stores more often if the Click and Collect service were better, while 71 per cent have been frustrated by their online shopping experience.

“Click-and-collect and till-free shopping is not enough to entice shoppers back to the high street,” says Ubamarket founder and CEO Will Broome. “The industry may not be aware that app technology can be a convenient solution to the frustrations that consumers are experiencing in stores. Retail apps allow shoppers to create a shopping list, walk into a store and find everything immediately, and then scan products and pay with their phone allowing them to skip the dreaded till queues. 

“Retail tech can also be beneficial for retailers - it will cost stores less money than click-and-collect services and has less of a strain on in-store resources. Retail tech also has the potential to cut down food waste in supermarkets, where food that has come out the fridge for an online order cannot be resold in store if not picked up.”