International Shipping Experience

Part
01
of eighteen
Part
01

Amazon 1

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Amazon’s website. The shipping journey has been described with screenshots in the attached presentation. Here is a brief overview of those findings.

Australia, Canada, and The united kingdom

The journey of an Amazon.com consumer from Australia, Canada, and the United Kingdom looks very similar. Consumers are required to sign in before they can add any personal information. Due to this, we were unable to test the journey for Australia and the United Kingdom once payment was required. We were, however, able to show the journey of a Canadian consumer up to the point where an order needed to be completed. Amazon's international consumers from these countries are not provided with duty information during the purchasing process. Amazon displays information on returns under general shipping and returns, and does not specify information on returns unless a consumer signs in and selects a product to return. Because of this, we were unable to test international returns on Amazon's website.
Part
02
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Part
02

Amazon 2

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Amazon’s website. The shipping journey has been described with screenshots in the attached presentation. Here is a brief overview of those findings.

SINGAPORE, THAILAND, MALAYSIA, and the PHILIPPINES

The journey of an Amazon.com consumer from Singapore, Thailand, Malaysia, and the Philippines looks very similar. Consumers are required to sign in before they can add any personal information. Due to this, we were unable to test the journey for the countries once payment was required. Amazon's international consumers from these countries are not provided with duty information during the purchasing process. For all four of the countries, we were unable to test, consumer’s country not available, choosing currency, displaying duties, cost overview, expectation for international shipping, information received about shipping after completion, or expectations for international returns. Consumers in Singapore, and Malaysia are not provided with an expectation for international shipping before payment is required, so we were unable to test this step.
Part
03
of eighteen
Part
03

Amazon 3

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Amazon’s website. The shipping journey has been described with screenshots in the attached presentation. Here is a brief overview of those findings.

Germany, Italy, AND France

Germany, Italy, and France are European countries that use Euros as their official currency. As a result of this, the consumer experience when shopping on the US Amazon website is very similar. Amazon.com delivers to all three countries and lets consumers in these countries change their currency from US dollars to Euros if need be. In terms of shipping, a zip code is required for each country before entering a specific address. Amazon's US website also has the same methods for international returns in all three countries. The only information we were unable to determine is what exactly these consumers receive about shipment after order completion. This is because an order needs to be made and paid for before such information is disclosed.
Part
04
of eighteen
Part
04

Ebay 1

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Ebay's US website. The shipping journey has been described with screenshots in the attached presentation. We have presented a brief overview of our findings below.

AUSTRALIA, CANADA, & the United Kingdom

Consumers shopping from Australia, Canada, and the United Kingdom can shop and make purchases on Ebay's US website. Australia, Canada, and the United Kingdom each have their own individual currencies; the Austrian Dollar, the Canadian Dollar and the Pound. However, all purchases made from Ebay's US website need to be made in US Dollars because there are no currency conversion options. Addiotionally, no currency converter and exchange rate were available on Ebay's US website.

Consumers need to enter shipping details that include their address, city, state/region and zip code to place an order on Ebay's US website. Ebay sets expectations for international shipping on its money back guarantee page which also links to the FAQ section with frequently asked questions for international shipping. We were unable to determine the information received by a customer about shipment after order completion because this required paying for the order.
Part
05
of eighteen
Part
05

Ebay 2

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Ebay’s website. Here is a brief overview of those findings. The research can be viewed in more detail in this slideshow.

singapore, thailand, malaysia, and the philippines

The journey on Ebay.com starts on the homepage, where all but one displays prices in USD; Thailand, displays their prices in THB. When searching, once the default address was outside the US, most listings had "Ships from United States", and also a line telling users whether or not information about customs fees is included. Almost all items had no "Free Shipping" available for all countries. When an item is clicked, it goes to the product page where the customer has the choice of adding to cart or buying immediately. Once a purchase option is selected, the buyer goes to the final checkout screen.

The screens for all countries remained the same, where on the left it had the option to add an address, and below that the item with the cost, shipping fees, and import costs. On the right was a summary of the costs, with the cost of the item, the shipping fees, other fees such as import costs, and the total cost. Below the buy button, there is a section displaying links to the Global Shipping Program terms, the User Agreement, and the Privacy Notice. The user would have to enter valid payment info if they want to buy something, and they'd also need to enter their name. If they wanted to change the currency on the last page, they would've been unable to do so. They would have also needed to go back to the product page and click the Shipping & Payments tab to see if there is any Return info.
Part
06
of eighteen
Part
06

Ebay 3

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Ebay's US website. The shipping journey has been described with screenshots in slides 94 to 131 of the attached presentation. We have presented a brief overview of our findings below.

Germany, France, and Italy

Consumers shopping from Germany, France, and Italy can shop and make purchases on Ebay's US website. The currency used by Germany, France, and Italy is the Euro. However, all purchases made from Ebay's US website need to be made in US Dollars because there are no currency conversion options. Additionally, no currency converter and exchange rate were available on Ebay's US website.
Consumers need to enter shipping details that include their address, city, state/region and zip code to place an order on Ebay's US website. Ebay sets customer expectations for international shipping on its money back guarantee page. The cost overview on Ebay's website presents information such as details of the selected product, the price, applicable duties or taxes, the shipping cost, and customer delivery information. We were unable to determine the information received by a customer about shipment after order completion because this required paying for the order.
Part
07
of eighteen
Part
07

Macy's (US) 1

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Macy's website. The shipping journey has been described with screenshots in the attached presentation. Here is a brief overview of those findings.

BRIEF FINDINGS

The Australian, Canadian and UK consumer experience when shopping on the US Macy's site when shopping will have similar experiences generally. They are all taken a page where they are asked to select their country, then their currency. They are each given the option to change to currency that is not that of their country. The exchange rate is displayed for their benefit except in the case of Canada. Canadian shoppers could only shop using Canadian currency.

Consumers were also given information on shipping prices, handling costs, customs clearance fees and parcel protection prices. The attached presentation contains our findings as a consumer from each country, Australia, Canada and the UK.

Part
08
of eighteen
Part
08

Macy's (US) 2

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Macy's website. The shipping journey has been described with screenshots in the attached presentation. Here is a brief overview of those findings.

SINGAPORE, THAILAND, MALAYSIA, and the PHILIPPINES

The journey of a Macys.com consumer from Singapore, Thailand, and the Philippines looks very similar. When Singapore, Thailand, and the Philippines consumers shop on Macy's US site they begin the process by selecting their country, from there all prices are shown in their own currencies. International shipping to all the countries is offered through the third party site, Borderfree. Macy's automatically connects to Borderfree at the checkout. For all three of the countries, the consumer’s country not available, displaying exchange rate, expectations for international returns, and Information received about shipment after order completion steps could not be tested. When we tried to access the site as a consumer from Malaysia we found that Macy's does not currently ship to the country, we therefore were not able to test the entire journey for the country.
Part
09
of eighteen
Part
09

Macy's (US) 3

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Macy's website. The shipping journey has been described with screenshots in the attached presentation. Here is a brief overview of those findings.

GERMANY, FRANCE, and ITALY

The journey of a Macys.com consumer from Germany, France, and Italy looks very similar. When German, French, and Italian consumers shop on Macy's US site they begin the process by selecting their country, from there, all prices are shown in their own currencies. International shipping to all the countries is offered through the third party site, Borderfree. Macy's automatically connects to Borderfree at the checkout. German and Italian consumers do not pay duty separately from shipping. French consumers have the option to have duties and taxes included or to pay on delivery. For all three of the countries, the consumer’s country not available, displaying exchange rate, expectations for international returns, and Information received about shipment after order completion steps could not be tested.
Part
10
of eighteen
Part
10

The Gap 1

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Gap's website. The shipping journey has been described with screenshots in the attached presentation. Here is a brief overview of those findings.

AUSTRALIA, CANADA, AND THE UNITED KINGDOM

The journey of a Gap.com consumer from Australia, and Canada looks very similar. When Australian and Canadian consumers shop on Gap's US site they begin the process by selecting their country, from there all prices are shown in their own currencies. International shipping to Australia and Canada is offered through the third party site, Borderfree. Gap automatically connects to Borderfree at the checkout. Australian consumers do not pay duty separately from shipping. Canadian consumers have the option to have duties and taxes included or to pay on delivery. When we tried to test the Gap site for the United Kingdom we found that UK consumers can not order from the Gap US site and are instead directed to the Gap EU site.
Part
11
of eighteen
Part
11

The Gap 2

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Gap's website. The shipping journey has been described with screenshots in the attached presentation. Here is a brief overview of those findings.

SINGAPORE, THAILAND, MALAYSIA, AND THE PHILIPPINES

The journey of a Gap.com consumer from Singapore, Thailand, and the Philippines looks very similar. When Singapore, Thailand, and the Philippines consumers shop on Gap's US site they begin the process by selecting their country, from there all prices are shown in their own currencies. International shipping to all the countries is offered through the third party site, Borderfree. Gap's automatically connects to Borderfree at the checkout. For all three of the countries, the consumer’s country not available, displaying exchange rate, expectations for international returns, and Information received about shipment after order completion steps could not be tested. When we tried to access the site as a consumer from Malaysia we found that Gap does not currently ship to the country, we therefore were not able to test the entire journey for the country.
Part
12
of eighteen
Part
12

The Gap 3

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Gap's website. The shipping journey has been described with screenshots in the attached presentation. Here is a brief overview of those findings.

GERMANY, FRANCE, AND ITALY

Consumers from Germany, France, and Italy enter the Gap.com website, and when they change their location they are advised that they cannot order from the Gap US site but must order from Gap.eu instead. Due to this we were unable to test any part of the consumers journey from these countries.
Part
13
of eighteen
Part
13

Under Armour 1

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Under Armour’s website. The shipping journey has been described with screenshots in the attached presentation. Here is a brief overview of those findings. Please note that the Russian Under Armour site (underarmour.ru) does not have an online store, but the international website (underarmour.com) has localized versions for every country. Therefore, the customized websites have been analyzed instead.

Belarus and Kazakhstan

Under Armour's regional websites for Belarus and Kazakhstan offer international shipping services through Borderfree. Likewise, these regional websites display legal information in a similarly. Additionally, users from these regions cannot change their location when filling-in their shipping details if they are using the respective local Under Armour website. However, pricing information is offered in different currencies in the two regions (that is, United States dollar (USD) for Belarus and Kazakhstani tenge (KZT) for Kazakhstan). Surprisingly, users in both countries are unable to change the currency; use the automatically selected currency.
Part
14
of eighteen
Part
14

Under Armour 2

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Under Armour's website. The shipping journey has been described with screenshots in the attached presentation. Here is a brief overview of those findings. Please note that the Russian Under Armour site (underarmour.ru) does not have an online store, but the international website (underarmour.com) has localized versions for every country. Therefore, the customized websites have been analyzed instead.

Armenia and Kyrgyzstan

Under Armour has customized websites for Armenia and Kyrgyzstan regions. However, the checkout process is similar for both regions. The only notable differences are in the item price and shipping charges for these locations. For example, when shopping for the same product, the item price in Armenia is $120 with shipping fee charged at $56.89 while the same item's price is $180 with shipping fee of $73.07 in Kyrgyzstan.

Under Armour offers prices for its products in American dollars for both Armenia and Kyrgyzstan. Also, in both regions, there is no information on exchange rates. Similarly, legal notices and return polices are similar for both regions. Shipment data that is displayed after completion of the checkout process could not be retrieved as this would require paying for the selected item.

Part
15
of eighteen
Part
15

Farfetch 1

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Farfetch’s website. Here is a brief overview of those findings (including notations on steps that were not able to be tested).

Farfetch - shopping from Belarus and Kazakhstan

It was found that the currency is linked to country as listed in the customer's account address and cannot be changed. The exchange rate did not show on FarFetch but the country from where the item will ship is shown.
If we entered the country in Latin Letters, we got the some results (specific fields only) back on the page with Latin Letters. If we entered the country using the Cyrillic alphabet, we got Cyrillic alphabets on the same pages. The flow of the process was easy to follow even not speaking Russian. The site used standard symbols for shopping carts, ship, pay and confirm, etc.

The screenshots and descriptions have been entered into slides 3-14 for Belarus and slides 16-27 for Kazakhstan of the attached presentation document.





Part
16
of eighteen
Part
16

FarFetch 2

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Farfetch’s website. Here is a brief overview of those findings.

FarFetch - shopping from Armenia and Kyrgyzstan

It was found that the currency is linked to country as listed in the customer's account address and cannot be changed. The exchange rate did not show on FarFetch but the country from where the item will ship is shown.
If we entered the country in Latin Letters, we got the some results (specific fields only) back on the page with Latin Letters. If we entered the country using the Cyrillic alphabet, we got Cyrillic alphabets on the same pages. The flow of the process was easy to follow even not speaking Russian. The site used standard symbols for shopping carts, ship, pay and confirm, etc.

The screenshots and descriptions have been entered into the attached presentation document with slides 29-40 for Armenia and slides 42-53 for Kyrgyzstan.


Part
17
of eighteen
Part
17

Macy's (Rus) 1

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Macy’s website. Here is a brief overview of those findings (including notations on steps that were not able to be tested).

BRIEF OVERVIEW

The journey of the Belarus and Kazakhstan consumer are essentially similar. The steps for international shipping was the same for both countries. Both countries receive shipping through a third party, Borderfree. As such the same basic processes and information were found for both Belarus and Kazakhstan. The official currency for Belarus was however not present as a selection and USD was used for the currency in the case of that country. However, for Kazakhstan, consumers were automatically brought to its currency, Tenge. Information pertaining to cost, shipping information, duties and taxes were provided on the final checkout page for consumers from both countries. Overall, the experience was the same.

Our findings have been captured on the attached presentation and more specifically on slides 3-27.
Part
18
of eighteen
Part
18

Macy's (Rus) 2

We have utilized the standardized and agreed upon methods to test the consumer’s international shipping journey at Macy’s website. Here is a brief overview of those findings. The research can be viewed in more detail in this slideshow.

armenia and kyrgyzstan

The journey on Macys.com starts on the homepage, and in both countries, the customer is greeted with a banner to start shopping. When the action button on the banner image is clicked, it brings the user to a page that states at the top that they ship to over 200 countries due to their partnership with Borderfree. According to that page, shopping for international customers is actually done through Borderfree, but Macys handles all customer queries and concerns. That same page allows the user to select their preferred currency, and once that is done, they move on to the shopping page which lists all the products.

Once an item is selected and placed in the shopping bag, the customer has the option to add more items or go straight to checkout. Here on the checkout page, the customer will have to input their name and shipping data if it's not there already, and they will also have to input their payment information. On the right side of the page is the cost summary which shows shipping cost, taxes, duties, and item cost, while on the bottom of the left side of the page they display shipping information such as estimated arrival.
Sources
Sources

From Part 04
Quotes
  • "Whatever you’re looking for, whatever you want to buy, millions of items on eBay are returnable. Before you bid or buy an item, check the seller’s return policy, then follow these easy steps to make a return."
  • "1. Start your return Select the item you want to return in your purchase history on My eBay."
  • "2. Ship the item back If the seller asks, send the item back as soon as possible."
  • "3. Receive your refund If the seller doesn’t refund your money, ask eBay to step in and help."
From Part 06
Quotes
  • "MONEY BACK GUARANTEE Worry-free shopping. Get the item you ordered, or your money back, on virtually all items."
  • "NEED TO RETURN AN ITEM? It’s easy to do on eBay Whatever you’re looking for, whatever you want to buy, millions of items on eBay are returnable. Before you bid or buy an item, check the seller’s return policy, then follow these easy steps to make a return."
  • "1. Start your return Select the item you want to return in your purchase history on My eBay."
  • "2. Ship the item back If the seller asks, send the item back as soon as possible."
  • "3. Receive your refund If the seller doesn’t refund your money, ask eBay to step in and help."