Performance
43/100frankcleggleatherworks.com
Mediocre
Product Purchase
15%Shipping & Pickup
54%Order Tracking
55%Returns & Exchanges
48%Frank Clegg Leatherworks Shipping & Returns
UX BenchmarkFedex
Not specified
No
U.S over $150, international over $250
Yes
No
30 days
Not specified
Customer
Refund to original payment method, Store Credit, Exchange
not specified
No
Frank Clegg Leatherworks Ordering & Delivery
We analyzed the Product Page and looked at the following elements that we considered important.
Product Page
15%Does the Frank Clegg Leatherworks website provide a "Shipping Cost" estimate near the "Buy" Section?
What we found: On product page, no shipping cost or calculator is available, only free shipping is indicated
Issue: Having an idea of the total order cost is a critical factor in most users' product-purchasing decisions.
Advice: When "Free Shipping" for all orders isn't provided, display the lowest shipping cost/cost range near the "Buy" section by default, with a link to a full list of shipping methods, prices, and conditions. Also consider displaying a tax cost estimate, or notice of tax-exempt status.
Does the Frank Clegg Leatherworks website provide a "Free Shipping" service?
What we found: Free shipping w/o conditions for all orders always displayed on the site
Issue: Users not understanding conditions of "Free Shipping" offer on product page may feel "tricked" at checkout if shipping isn't free.
Advice: It is advised to make the requirements for the "free shipping" promotion clear and visible to customers right away; this will avoid any potential confusion that could arise from intricate shipping cost tables or conflicting shipping information (e.g. a "free shipping" sitewide banner along with a "shipping: $6.99" statement on the product page).
Does the Frank Clegg Leatherworks website include "Free Shipping" info in or near the "Buy" section?
What we found: No, "Free Shipping" is not included in or near the "Buy" Section
Issue: Customers highly value the availability of free shipping, so ensuring they can easily locate the information on the product page is essential for them to take advantage of this perk.
Advice: Positioning the "Free Shipping" information near the "Buy" section allows users to easily find it and understand that this product is specifically eligible for free shipping and it's not only a generic promotion, thus avoiding any potential confusion.
Does the Frank Clegg Leatherworks website Product Page showcase or provide a link to the Return Policy?
What we found: The product page content includes a "Return Policy" link / text / section
Issue: Users unsure about products they are considering must spend extra time locating the return policy when it isn’t easily available.
Advice: Ensure the return policy is available in the main content of the product page, either through a link or as a product page section.
Does the Frank Clegg Leatherworks website include "Find in Store" info near the “Buy” section?
What we found: The company has physical stores, and also sells their products in-store
Issue: Missing or inadequate “Find in Store” information makes it more difficult for users to locate a nearby retail store where they can evaluate potential purchases in person.
Advice: Provide “Find in Store” information near the “Buy” section. Provide a list of nearby stores by geotargeting a user’s current location, but allow users to change their location manually as well.
Consider displaying the current stock level of the product at the selected store and, for some product types, consider including details on how to find the product in the physical store (e.g., by providing the aisle number where the product is located).
Where is the "Find in Store" or "Store Pickup" information located on the Frank Clegg Leatherworks Product Page?
What we found: "Find in Store" or "Store Pickup" not near the "Buy" section or missing from the product page
Does the Frank Clegg Leatherworks website include an "Estimated Delivery Date" near the "Buy" section?
What we found: No information about Estimated Delivery at all
Issue: Many users don’t want to wait until checkout to know when they’ll receive their order, and “Delivery Speed” requires users estimate themselves when they can expect to receive their order.
Advice: When provided with a “delivery date” for each of the shipping options, users won’t have to be concerned about whether they should factor in order-processing time and how long that is, the current weekday of ordering, if there are any holidays ahead, if any of the available delivery methods deliver on Saturdays, or if the site’s internal cutoff time for processing orders has passed or not.
Frank Clegg Leatherworks Shipping & Store Pickup
We analyzed the Shipping & Pickup experience and looked at the following elements that we considered important.
Shipping & Pickup
54%Does the Frank Clegg Leatherworks website display the Shipping Cost upfront for all shipping options?
What we found: No shipping costs displayed for shipping options
Issue: Users need to be able to see all shipping costs at once to make an informed shipping comparison and selection decision, and hiding this information makes for a clunky and frustrating shipping-selection process.
Advice: Including all shipping costs upfront and in a comparable manner (i.e., within the selection interface itself) makes it possible for users to easily compare their shipping choices and determine the speed-to-cost ratio that is best for them.
What information does the Frank Clegg Leatherworks Shipping Options selector display?
What we found: Displays only one shipping option
Issue: Some interface designs make it needlessly difficult for users to notice, understand, and compare their shipping options.
Advice: The shipping selector interface should:
1) never be a drop-down
2) ensure proximity and styling indicate information groupings
3) style price and delivery date most prominently
4) provide an extremely clear indication of a selection UI if native radio buttons aren’t used.
Are the Price and Delivery Date bolder and clearly displayed on the Frank Clegg Leatherworks website?
What we found: It's not clear what the "Price" or "Delivery Date" is
Advice: Including all shipping costs upfront and in a comparable manner (i.e., within the selection interface itself) makes it possible for users to easily compare their shipping choices and determine the speed-to-cost ratio that is best for them.
Is the Most Economical Shipping Option selected by default?
What we found: The Most Economical shipping option is chosen as the default option
Issue: Without a default shipping selection users will have to read and understand all the alternatives before making a choice.
Advice: Make the cheapest available home-shipping option the checkout’s default delivery selection (as long as order logs show that the majority of users choose this option).
Does the Frank Clegg Leatherworks website use "Delivery Date" versus "Shipping Speed"?
What we found: The site uses shipping speed, e.g. "3-4 business days"
Issue: Delivery Speed” requires users to investigate and estimate themselves when they can expect to receive their order.
Advice: Avoid providing only the shipping speed (e.g., “Delivery Speed: 2 Business Days”) and instead provide users with a delivery date (e.g., “Delivery Date: April 4th”) or date range (e.g., “Arrives April 3 to April 9th”) for each of the available delivery options.
Does the Frank Clegg Leatherworks website display a Countdown for the Order Cutoff Time?
What we found: No, the counter and the cutoff time are not dispalyed
Issue: Order cutoff time is irrelevant for the majority of users, and is difficult to interpret for those for whom it is relevant.
Advice: Show the order cutoff time as a countdown (not as a time zone–specific time and date), and show it only if the user has selected an applicable time-sensitive shipping option
Does the Frank Clegg Leatherworks website provide shipping time/cost when "Store Pickup" or other Alternative Fulfilment Options are displayed?
What we found: The site doesn't have Alternative Fulfillement Options (eg: Store pickup , etc)
Issue: Users need comprehensive information about cost and speed when deciding among in-store pickup, local delivery, and shipping fulfillment options.
Advice: When presenting store pickup before the shipping-selector interface (e.g., in the cart), also include or link to estimated shipping costs and delivery dates.
Does the Frank Clegg Leatherworks website offer Store Pickup functionality on the checkout page?
What we found: No, the site doesn't offer ?Store Pickup? functionality
Issue: Selecting a location for pickup or delivery from a local store can be needlessly difficult and time-consuming, with users requiring a diversity of key details when weighing different options.
Advice: In the store-selector interface, provide:
1) The ability to find the nearest stores either by typing city and state or just zip code, with the stores listed by closest distance
2) the item availability for each store listed, or when the items can be picked up
3) a default choice, based on geolocation or prior-typed location data
4) a clear path for changing or choosing a specific store
5) store hours and address (ideally with a map view, a link to a map, parking info, etc.).
Does the Frank Clegg Leatherworks website Order Review Step show essential information?
What we found: The Order Total is displayed, The Purcahsed Items information is displayed, The Address information is displayed, The Payment information is displayed
Issue: Users rely on the order review step to catch errors with their previously typed data and selections but won’t be able to review their information if it isn’t provided, or if it is provided but is hard to scan.
Advice: Help users evaluate their purchase at the review step by presenting all previously typed and selected, as well as all autoselected, order information, and display it in the most scannable format possible.
Frank Clegg Leatherworks Order Status & Tracking
We analyzed the Tracking Page and looked at the following elements that we considered important.
Order Tracking
55%Does the Frank Clegg Leatherworks website offer an Order Tracking functionality?
What we found: No, the site does not provide an Order Tracking functionality
Does the Frank Clegg Leatherworks site specify when it will ship the products?
What we found: Yes, the site specifies when it will ship the products.
Does the Frank Clegg Leatherworks website have a help center article that explains how Order Updates are going to be communicated?
What we found: Yes, Order Updates are communicated via Email
Does the Frank Clegg Leatherworks website offer easy Order Tracking for Guests Orders?
What we found: No, Guest Customers cannot easily track orders.
Issue: When the order tracking credentialing interface nudges users into one option, it will, for some users, be the wrong choice.
Advice: Style the order tracking credentialing interface to give neutral weighting to account-based and guest order tracking, clarify the guest option further, and consider including order tracking as a courtesy navigation link.
Does the Frank Clegg Leatherworks website have Multiple ways to access Order Tracking?
What we found: The site only offers order tracking updates via email
Issue: Users who don’t start the order tracking process by clicking an e-mail link will need to be able to find the tracking page on-site.
Advice: Have a path to order tracking in the courtesy navigation header or in the expandable “My Account” drop-down, and also consider fallbacks such a site-wide footers and search results.
Does the Frank Clegg Leatherworks website offer International Shipment?
What we found: Yes, the site offers international shipment
Is the Order Tracking for international orders explained in the Frank Clegg Leatherworks website help center?
What we found: No, there is no info about the international order tracking in the help center
Frank Clegg Leatherworks Returns & Exchanges
We analyzed the Returns process and looked at the following elements that we considered important.
Returns & Exchanges
48%Does the Frank Clegg Leatherworks website offer more than one Return Shipping method?
What we found: No, the site has only one method to return the products
Issue: Offering only a single return option can force users to return an item to an inconvenient location or at an inconvenient time.
Advice: Consider giving users the ability to choose from more than one return shipping method, ideally of different types and couriers. Each method will need a separately listed cost, even if it’s free.
Does the Frank Clegg Leatherworks website offer In-Store alongside Mailed Return options?
What we found: No , the site doesn't offer In-Store returns
Issue: When not emphasized in the return flow, the option to return an item in-store can be completely overlooked.
Advice: Provide in-store returns alongside other return options, with the benefits and costs outlined for each.
Does the Frank Clegg Leatherworks website give detailed instructions on How to Pack Returns?
What we found: Yes, there is some level of detail on how to pack the item to ship back to the seller
Issue: Users may find it difficult to repackage return items to ensure that the items are accepted at the e-commerce site.
Advice: Provide detailed instructions on how to package items to be returned.
Does the Frank Clegg Leatherworks website clearly present the Costs associated with the return process?
What we found: Both, 'who is responsible for the Return Shipping Cost' & 'Restocking Fee'(if applicable) are clear.
Issue: Nonrefundable original purchase costs, combined with unclear return shipping costs, can cause confusion during the returns process and after items have been returned.
Advice: Ensure the return flow accurately reflects the total amount of expected refund, with the cost of shipping and order summary listed and broken down for easy review. Once a return is initiated, this information should be summarized on the dashboard.
What refund methods does the Frank Clegg Leatherworks website offer?
What we found: Refund to the original payment method, Refund with a Gift Card / Store Credit Online
Issue: Customers don't want to wait 2-3 days for a refund to be issued in order to place a new order, especially is the product price is really high.
Advice: Offer alternative options such as store credit for faster refunds and allow the customer to place a new order right away. It save your customer time so they don't miss out on current promotions and you can make sure the customer will place a new order in the future as they have a store credit they can use.
Does the Frank Clegg Leatherworks website offer an easy way to exchange the product or ask for a reshipment?
What we found: The site accepts both returns and exchanges
Issue: Often the return process is different from a reshipment flow as well as exchanges often are handled by a completely different system. It's confusing for the customer as those systems more often are not interconnected and searching for a status update can be really manual and confusing
Advice: By merging the return flow, exchanges, replacement and warranties as the same flow, the customer can easily select what they need and they have one centralized location to check on updates or make changes to their request.
Does the Frank Clegg Leatherworks website allow users to submit a warranty request?
What we found: The site does not handle warranties
Issue: Warranties are often handled via support tickets or a 3rd party system, there is a lot of back and forth with the customer making it confusing for the customer and for the support agents.
Advice: Instead of requiring shoppers to complete a form and wait for a response, allow them to initiate a warranty return independently using a self-service warranty returns portal with your brand.
What is the experience like on the Frank Clegg Leatherworks website when returning an item to the store?
What we found: None of the above
Issue: Customers want to submit and get approval online for their returns and simply go to a store to drop off the returned items, they want to avoid in-store lines and explanations of why they want to return an item. Customers don't have return boxes laying around, printer for the return label or time to wait for their refunds.
Advice: In-Store Returns don't require a return label or box, and if Pre-Approved the customer just walks into the store and drops off their package. Save time for the customer and drives foot traffic to the store.
Conclusions for the Frank Clegg Leatherworks Shipping & Returns Experience Benchmark
Our analysis found that the Shipping & Returns experience on the Frank Clegg Leatherworks website was Mediocre
- As can be seen in the report above, there are many improvements that can be made in order to ensure a top-notch Post-Purchase experience. Start implementing these improvements with your internal team, or use a specialized Post-Purchase software like WeSupply!
- Book a consultation call below with one of our team members and see how WeSupply can help resolve all the Post-Purchase Experience pain points.
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