Early order cut-offs killing eCommerce sales, finds Zendbox
April 11, 2024
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2
min read
Summary
Zendbox found that 35% of online orders are placed between 4pm and 9pm, so early order cut-offs cost sales. After introducing a later cut-off, clients saw an average 15% rise in conversion rate. Most 3PLs cut off between 12pm and 3pm, which shoppers increasingly find too early.
[Founder / CEO]
- An early cut-off means missed conversions and higher customer acquisition costs, according to Zendbox’s analysis.
- A late cut-off is a competitive advantage that is hard to copy without the right infrastructure.
- Check your fulfilment partner’s cut-off before assuming next-day delivery is possible.
[Operations]
- Late cut-offs depend on robust technology, warehouse infrastructure and carrier partnerships.
- In-house fulfilment often has earlier cut-offs than 3PLs; review your current dispatch timings.
- Plan picking capacity for evening order peaks, when 35% of orders arrive.
[Marketing / eCommerce]
- Clients saw an average 15% conversion rate increase after the later cut-off.
- Complete Strength reports fewer abandoned carts and new customers attracted by the later cut-off.
- Promote your cut-off clearly so evening shoppers know they can still get next-day delivery.
[Finance]
- Missed evening sales raise your customer acquisition cost for every order you do win.
- Weigh fulfilment costs against conversion gains when comparing providers’ cut-off times.
- Better conversion from existing traffic improves returns on marketing spend.
[Customer service]
- Clear cut-off messaging reduces ‘when will my order arrive?’ queries.
- Make sure delivery promises at checkout match what the warehouse can actually dispatch.
- Use the later cut-off as a positive message when customers ask about delivery speed.
[FMCG]
Everyday essentials are often bought in the evening; a later cut-off keeps next-day delivery on offer.
[Health & wellness]
Customers topping up supplements after work should still get next-day delivery.
[Beauty & cosmetics]
Evening browsing converts better when shoppers know their order ships next day.
[Sustainable]
Next-day delivery reassures shoppers choosing an eco brand over a big marketplace.
[Subscription box]
Align renewal and add-on deadlines with your dispatch cut-off so customers know when orders ship.
[Books]
Gift buyers ordering late in the day value a clear next-day delivery promise.
[Pet supplies]
Owners who run out of food or treats in the evening want next-day delivery.
[Luxury goods]
Late-evening gift purchases need a clear, reliable delivery promise at checkout.
[Toys & games]
Last-minute birthday orders often come in the evening; a later cut-off can win them.
Early order cut-offs killing eCommerce sales, finds Zendbox
Offering a late order cut-off is a major competitive advantage, proven to increase eCommerce conversion rates, customer loyalty, and revenue, finds Zendbox, a leading provider of eCommerce fulfilment services. After learning that 35% of online orders are placed between 4pm and 9pm, the 3PL has recently introduced a 10pm order cut-off time, helping merchants offer next-day delivery to more consumers. As a result, clients have experienced an average conversion rate increase of 15%.
James Khoury, founder and CEO of Zendbox, added:
“After analysing the eCommerce SMEs, and major brands that work with us, we have discovered that merchants who don't offer late order cut-off times, are missing out on order conversions, and experiencing higher customer acquisition costs (CAC).”
“Typically, it is difficult for many eCommerce businesses to offer late order cut-off times, as this requires robust technology, fulfilment warehouse infrastructure, and carrier partnerships. Most 3PL providers offer cut-off times between 12pm and 3pm, and many online brands fulfilling orders in-house have even earlier cut-off times. For the average consumer, this simply isn't good enough.”
Complete Strength founder, Rob Whitfield, has acquired new customers thanks to Zendbox’s 10pm order cut-off time, adding:
“The majority of our orders will come in of an evening. When we had an earlier cut-off time, we missed out on sales. Now we’ve got a later cut-off time with Zendbox, we get less abandoned carts. We have also noticed customers are shopping with us simply because of the later cut-off time.”
Zendbox works with leading brands including PRIME, USN, Puresport, and fourfive. Processing over three million orders in 2023, Zendbox connects eCommerce businesses’ sales channels, such as Shopify, eBay, and Amazon, with Zendportal, Zendbox’s virtual warehousing, inventory analysis & management technology. This helps retailers streamline their business operations, giving them greater visibility of their supply chain activity.
“
Zendbox ticks all the boxes for us. Every order is delivered on time, every time, which means, more happy and loyal customers for Ghost.
Dan Lourenco
Co-Founder, Ghost Lifestyle
The case for later cut-offs
Findings from Zendbox’s analysis of the brands it works with.
35%
Orders placed 4pm–9pm
Share of online orders placed between 4pm and 9pm.
15%
Conversion rate uplift
Average conversion rate increase clients saw after the later cut-off.
12pm–3pm
Typical 3PL cut-off
Range of cut-off times most 3PL providers offer, per the article.
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Losing evening orders to an early cut-off?
We’ll show you what a later dispatch cut-off means for your orders.
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