Performance
49/100proworldinc.com
Mediocre
Product Purchase
30%Shipping & Pickup
54%Order Tracking
65%Returns & Exchanges
48%Pro World Shipping & Returns
UX BenchmarkUPS, USPS, Customer pick up
2-8 business days
Yes
Over $99
Yes
No
15 or 30 days
15% restocking fee
Customer
Refund to original payment method, Exchange, Store Credit
By Mail
Yes
Pro World Ordering & Delivery
We analyzed the Product Page and looked at the following elements that we considered important.
Product Page
30%Does the Pro World website provide a "Shipping Cost" estimate near the "Buy" Section?
What we found: No Free Shipping, no shipping calculator, no shipping cost info provided
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 Pro World 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 Pro World 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 Pro World website Product Page showcase or provide a link to the Return Policy?
What we found: A link to the "Return Policy" is only available in the site header or footer
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 Pro World website include "Find in Store" info near the “Buy” section?
What we found: The company doesn't have any physical stores, it only sells the products online
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).
Does the Pro World 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.
Pro World Shipping & Store Pickup
We analyzed the Shipping & Pickup experience and looked at the following elements that we considered important.
Shipping & Pickup
54%Does the Pro World website display the Shipping Cost upfront for all shipping options?
What we found: Shipping cost displayed for each shipping option
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 Pro World Shipping Options selector display?
What we found: Displays radio buttons or boxes for the shipping option selection
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 Pro World website?
What we found: One of the "Delivery Date" or "Price" is not clearly displayed
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: There is no pre-selected shipping 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 Pro World website use "Delivery Date" versus "Shipping Speed"?
What we found: The shipping methods are just "Standard" or "Express", it doesn't indicate speed
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 Pro World 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 Pro World 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 Pro World 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 Pro World 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.
Pro World Order Status & Tracking
We analyzed the Tracking Page and looked at the following elements that we considered important.
Order Tracking
65%Does the Pro World website offer an Order Tracking functionality?
What we found: Yes, the site has an Order Tracking page where users can track the order status
Does the Pro World site specify when it will ship the products?
What we found: Yes, the site specifies when it will ship the products.
Does the Pro World 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 Pro World website offer easy Order Tracking for Guests Orders?
What we found: Site doesn't provide "Guest checkout" and "Guest order tracking" features.
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 Pro World website have Multiple ways to access Order Tracking?
What we found: No, order tracking link is only available in "My Orders" section
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 Pro World website offer International Shipment?
What we found: Yes, the site offers international shipment
Is the Order Tracking for international orders explained in the Pro World website help center?
What we found: No, there is no info about the international order tracking in the help center
Pro World Returns & Exchanges
We analyzed the Returns process and looked at the following elements that we considered important.
Returns & Exchanges
48%Does the Pro World 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 Pro World 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 Pro World 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 Pro World 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 Pro World 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 Pro World 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 Pro World 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 Pro World 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 Pro World Shipping & Returns Experience Benchmark
Our analysis found that the Shipping & Returns experience on the Pro World 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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