The IDIS Gold Standard

Gaining the IDIS Gold Standard will require the e-retailer to achieve a number of individual standards for different stages of the ‘delivery journey’.

An individual delivery standard is defined as ‘a good practice benchmark consistent with the relevant IDIS Delivery Charter requirements’, and during the delivery journey there are a number of places where benchmarks have been set.

1. Browsing

This stage of the delivery journey is about making sure the basic requirements are in place before the product is selected and dispatched. This will ensure that the subsequent dispatch and delivery is not compromised and the consumer’s delivery experience in any way diluted. The benchmarks relate to:

a. Product provision and availability
b. Product promotion
c. Provision of information
d. Management of (non specific) delivery expectations

2. Buying

This stage of the Delivery Journey is about providing the consumer with the right delivery choices to meet their individual and specific requirements for each order. This will require e-retailers to select solutions that meet the profile of their products (size, value, allowable delivery cost) consistent in meeting the Standards. The benchmarks relate to:

a. Delivery options available
b. Delivery options offered,
c. Delivery option selected

3. Delivery

This stage of the delivery journey is about ensuring the delivery promise remains consistent with the consumer’s choice. It will require e-retailers and suppliers to collaborate to carry out the delivery efficiently and to know when there is a problem. Subject to the delivery choice, communication with the consumer will be an important part of this stage, especially if first-time delivery is in doubt. The benchmarks relate to:

a. In transit
b. Delivery made
c. Delivery unsuccessful

4. Returns

This stage of the delivery journey is about making sure that undeliverable or unwanted products are returned to the e-retailer efficiently and with the minimum inconvenience to the consumer, including where appropriate confirmation of a successful return.

a. Return initiated,
b. Return successful (confirmed)

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