What your customers are really saying about delivery (and why it matters)

Your customers are telling you exactly where delivery breaks down - just not through your Net Promoter Score (NPS) surveys.  Instead those insights are showing up in places like Reddit, comment sections and group chats, where shoppers openly compare delivery experiences and share what actually works.

The delivery decision you’re not tracking

Somewhere between "Add to cart" and "Order complete", customers make a quiet but important decision about delivery.

They're weighing up whether the option feels easy, clear and reliable – often based on past experiences. Was the parcel delayed? Did it end up somewhere unexpected? Was the collection code easy to find?

When those questions go unanswered, delivery can become a reason to pause. And sometimes, it can be enough to stop a purchase altogether.

It's no surprise, then, that 69% of shoppers say they want more delivery choice at checkout, including options like Parcel Lockers.¹  Customers aren't just buying a product – they're assessing the entire delivery experience before they commit.

That's why delivery choice at checkout matters. When retailers make options like Parcel Lockers easy to understand and choose, they can give customers more confidence before they buy.

What it looks like when a brand gets it right

Some retailers are already addressing these friction points – and seeing measurable results.

Forever New, for example, embedded the Australia Post collection widget directly into its checkout, giving customers a simpler way to choose how and where their parcels are delivered.

As Callum Shaw, Head of Digital & eCommerce, Forever New explains “Adding the Australia Post Parcel Collection Widget was an easy quick win for us – giving customers more choice at checkout and removing friction from their purchase journey.” 

The impact was clear:

• +60% increase in deliveries to Parcel Lockers
• 12% reduction in missed deliveries (carding)
• Reduced checkout abandonment

By making delivery easier to understand and act on, the brand improved both operational outcomes and customer confidence.

Customers want delivery that fits their lives - "I can go at 5am before work"

For many shoppers, delivery only works if it fits around their daily routines.

Shift workers finishing late, early starters heading out before 7am and parents managing busy routines aren’t always home for deliveries – and they can’t always get to a Post Office during opening hours.

That’s why Australia Post Parcel Lockers consistently show up in conversations as the preferred alternative.

They offer secure, self-service collection with 24/7 access, allowing customers to pick up parcels when it suits them – whether that’s early in the morning or late at night.

What it means for your business

Customers are actively choosing delivery options that match their lifestyle – and rewarding retailers that make those options easy to access. 

What you can do: 

• Clearly communicate and promote that you use Australia Post for delivery throughout the shopping journey
• Introduce Parcel Lockers before checkout so customers can consider them early
• Use clear benefit-led messaging such as: "Collect 24/7 from a Parcel Locker near you"
• Clearly explain when Parcel Lockers are the right choice across your website, app and checkout experience
• Make Parcel Lockers easy to discover at checkout by installing the Parcel collection widget or via the Shopify Plus app 

Sometimes parcels end up at the Post Office (and how to prevent it) 

What’s really going on

This can happen for a range of reasons, including:

• Lockers are full or at capacity
• The customers doesn’t respond to the collection notifications and pick up within 2 business days
• Parcel size or weight restrictions
• Ineligible purchases or those that require ID to collect or receive
• The receivers email address or mobile number not provided in the manifest
• Address formatting errors

What it means for your business

Customers don’t see the complexity behind the scenes - they just experience a broken delivery promise. 

What you can do:

• Set clear expectations at checkout (e.g. parcel size or availability considerations)
• Capture complete customer details including mobile and email
• Use structured address fields that preserve Parcel Locker information

When too much choice becomes friction

Choice at checkout is important – but only if customers understand it.

When options like Parcel Lockers, Parcel Collect and standard delivery are presented without explanation, customers often pause to figure out the difference – or default to what they already know.

Customers are also more confident choosing collection points when they can clearly see a retailer uses Australia Post for delivery. That reassurance helps them trust that services such as Parcel Lockers, PO Boxes, tracking notifications and the AusPost app will work seamlessly with their purchase.

What’s really going on

Customers aren’t comparing products – they’re choosing the option that best fits their routine.

• Parcel Lockers: secure, 24/7 self-service collection for people on the go – no need to wait
• Parcel Collect: delivery to a Post Office, for those happy to collect during set Post Office operating hours and who prefer the personal interaction
• Delivery to the door – for customers ordering low value products and who have a safe place for them to be left
• Click & Collect – where bricks and mortar retailers want to streamline the shopping experience for customers keen to browse online

What it means for your business

If delivery choices aren’t clear, customers hesitate – or choose an option that doesn’t work for them.

What you can do:

• Add simple, plain-English descriptions next to each delivery option
• Lead with the customer benefit, not the product name 
• Structure delivery options clearly so customers can make quick decisions
• Clearly identify any shipping charge and service price implications 

Using notifications for good

Once a parcel is on its way, communication becomes just as important as logistics. 

“I never got my collection code” is a common frustration – particularly when customers rely on a single channel like SMS.

The best experience for customers is through the AusPost app. By linking their deliveries, customers can access tracking updates, notifications and collection codes automatically in one place – making it easier to stay informed and collect parcels without delays.

What it means for your business

Delivery isn't just about moving parcels – it's also about keeping customers informed. When customers rely on a single notification channel like SMS, they're more likely to miss important delivery updates and experience friction.

What you can do:

• Promote the Australia Post app at checkout and after purchase
• Encourage customers to use the email and mobile linked to their MyPost account when ordering
• Include customer email and mobile details in your manifest so Australia Post can send delivery updates
• Provide clear collection and delivery instructions in customer communications

The pattern beneath all of it

Across all these moments, one thing becomes clear.

Customers don’t experience checkout, delivery and notifications as separate steps. They experience a single, connected journey – and when one part fails, the entire experience feels broken.

That means:

• Delivery options influence whether someone buys
• Checkout design affects whether delivery works
• Communication determines whether the process completes smoothly

The retailers seeing the strongest results, like Forever New, aren’t treating delivery as an afterthought - they’re designing it into the experience from the very beginning.

Frequently asked questions

The bottom line

The brands winning at checkout remove uncertainty.

They make delivery options easy to understand, help customers quickly find their preferred Parcel Locker or collection point by integrating the Parcel collections  widget or Shopify app, and capture the right details from the start. The result is a smoother delivery experience for everyone.