#006 – Delivery Plays A BIG Part in Your Ecommerce Business and for Your Customers, Part 1

Jeremy Vernon shares on the vital essential delivery component in ecommerce, which affects customer services. He goes through the various delivery courier options offering speed and standard of delivery, the different elements of delivery, what you should look for, who the couriers are and other elements in setting up a business, changing courier for the existing business or just looking at other options out there for your customers that will result in a great job done with absolute minimum complaints.

The Ecommerce Uncovered Podcast is a behind-the-scenes look at what makes ecommerce a success in today’s ever-growing and continually changing online world.

The podcasts look to uncover the secrets of ecommerce success, so you can learn and apply to your own online business.

Brought you by the Co-founders of Core Fulfilment, one of the UK’s leading ecommerce fulfilment service providers, Paul Burns and Jeremy Vernon.

Jeremy Vernon: Hi, it’s Jeremy Vernon here. Welcome to another episode of Ecommerce Uncovered. Today, I would like to talk about delivery, such a big and important part of ecommerce and also the customer journey relating to ecommerce. So, it really is where the dedicated episode. There are lots of options out there. There are lots couriers offering various different speeds of delivery, the standards of delivery.

I just wanted to go through the various elements of delivery, what you should look for, who the couriers are and other elements that you may or may not think about, when either you’re setting up your business or you’re thinking of changing a career for your existing business or just looking at other options out there for your customers. This element of ecommerce, I think causes the biggest frustrations and probably also, the biggest area for complaints.

So, it is vitally, vitally important that you get this bit right. Obviously, you’re handing over your parcels, et cetera, et cetera over to someone else. So, it’s about choosing the right partners for this. So, make sure that the majority of times, it works. Things will go wrong, that’s just the nature of this industry. But it’s obviously, making sure that those are at an absolute minimum. The people that you do use are doing a great job for you. Ultimately, delighting your customers.

Okay. So, let’s look at what deliver options are available. I’m really going to concentrate on domestic within the UK for this. Obviously, if you go internationally, there is a whole heap of other stuff that you need to consider. This certainly isn’t an exhaustive list. But I really want to talk about what options or sort of the main options we have in the UK for our ecommerce businesses and who we can use.

I might as well start up with the largest carrier, that being Royal Mail. So, really a fantastic service. I know they get about wraps sometimes, but for light and small parcels, really you cannot beat Royal Mail. It’s great value. Some great tracking on there as well. So, really anything small and light and small typically shoe box size or a little bit bigger than shoe box size is really the maximum they want to really handle. Obviously, as I’ve said around about up to 2kg in weight. That does cover a huge amount of products, soaps, certainly clothing, a small items, gadgets, things like that. it covers a huge amoun.so, that really does cover a huge amount of parcels.

So, as I’ve said, they are the largest parcel carrier in the UK. They also are unique in the sense that they have something, or they have to work something should I say, called the universal service obligation, USO. This really dates back to when they were at non-privatised and really this is their obligation to be or have to deliver parcels at every address in the UK. So, under that USO, they have to deliver 6 days a week, at least one delivery per day to each address. Do that for a single flat price. They can’t charge more for remote areas or highlands and islands. That includes the 30 million plus household within the UK. So, Royal Mail will have to meet that universal service obligation. That actually is regulated by Ofcom. They see that obviously is an essential service for things like rural areas, pensioners, non-abled bodied, all the people that wouldn’t necessarily be able to go and collect their parcels/mails from somewhere else. They are all dropped off and obviously, posted to their address.

So, that makes Royal Mail completely unique in the industry really, because no one else has one of the universal service obligation. You can obviously see that Royal Mail can see that as unfair, certainly if they have to compete on price on service against other competitors, which obviously, we’ll talk about it in a second. So, all those other competitors really are cherry picking the more profitable areas, pretty much the higher density in terms of population. That’s pretty much a threat really to the USO.

Now, obviously Ofcom is keen to keep that in place as you would expect. But obviously, at some point I suppose they’ll have to be some changes not to the USO, but how it all works. Just because Royal Mail, it’s difficult to compete against other carriers when they’ve got to be able to take a parcel to the out of Hebrides or wherever they are when another carrier would go, I’m not doing that for a standard price. I’ll do it for a surcharge price. So, yeah, Royal Mail as I say, pretty much the largest carrier in the UK and very good at what they do. I know as I said, they get lots of criticisms, but they are delivering more than anybody else. So, I guess you see that.

Next on the list and pretty much the best courier certainly, quality wise a and technology wise, is DPD. This is our most popular option. I think most people, they’ve experienced DPD delivery. It is great. It’s quite innovative. They’re using technology to their advantages. They made a heavy investment in tech. It shows it’s a great service.

Now, it’s one of the most expensive services out there as well.
But really, this is what you pay for what you get. So, I highly recommend its service, but as I’ve said, it’s very much a premium service. They also do their DPD drop-off, which is the sort of independent shops, the parcel shops as they called it. so, yeah, they’ve got that network now. Obviously, if you’re not in or you know you’re going to be at work and you can’t have it delivered to home, then obviously, you can have it delivered to a local shop that’s registered in the DPD drop-off network.

DPD regularly named the best courier in satisfaction surveys, which and things like that. it’s absolutely and will do for a long time. There’s a big gap in our opinion to the quality of DPD being top, and then sort of the next level down. So, the other couriers have really, quite a lot to do to get up to the standards, of where DPD currently are.

Who else? We’ve got Yodel. It’s pretty much mid-range. They get a lot of criticisms. They also quite a big player. They deal with quite a significant amount of sort of next day traffic. They’re mid-range in terms of price as well. Now, not everyone can afford, for example, DPD for a next day service. Hence, some people for that reason, don’t want to use Royal Mail. So, Yodel for a next day perspective is a good cheap mid-range alternative for next day delivery. They do all the services as well. But pretty much next day is one of the most popular services that we all really find and sort of in today’s ecommerce.

Hermes, next on the list. Hermes and myHermes. Hermes is one of the cheaper carriers out there, but work with some major, major ecommerce brands the like of Next, John Lewis, ASOS, Debenhams, all will use Hermes to deliver their parcels. So, there are a lot of sort of clothing like stuff. Small stuff will go through the Hermes network. Hermes are actually the second largest parcel company within the UK. They quote around about 250 million parcels per annum that they deliver. So, they’re obviously Number 2 against Royal Mail.

Then you’ve got people like UK Mail and the sort of mid-range I would say. They probably are the only ones trying to directly compete, I would say, certainly from a technology perspective with DPD. They’ve made some heavy investments as well into their platforms and apps and sort of notification methods, but not quite done it as well as DPD have. Really, really have not got to where they are yet. So, they are trying a sort of viable next day service through UK Mail, but certainly not yet to the standards of DPD.

Next on the list, I’ve got now, you can’t actually use these. But I just want to talk about these. Amazon Logistics. Now, obviously Amazon Logistics is purely dedicated to delivering Amazon own parcels and has taken a significant amount of traffic away from the likes of Royal Mail. But they are currently testing delivering products for other people now. Effectively, they want to be another general carrier. They’re obviously out there. They’ve got their infrastructure. They’re delivering to their current customers. They’re obviously just looking to expand that and offer it to other people. So, as I’ve said, that’s being piloted or tested in the US, or certainly, due to start soon. It’s not available in the UK. But interesting that could well be an option for delivery for any other retailer relatively soon in the UK. So, I guess that’s really one to watch out for.

Other carriers that will have that you may heard of DX, for example. Typically, they specialise really in 2 main areas, secured packets and really, I mean they do a lot of work, for example, on behalf of the passport office. So, when passports get sent out, typically they would use a secured service through someone like DX. The other side of the business really, they concentrate on, is sort of larger, heavier parcels. So, moving into more sort of 2-men delivery. So, smaller furniture, heavier items, that type of things will typically go through DX. We don’t have a great deal of experience with really heavy stuff, but obviously there are lots of people, the sort of bathroom companies, for example, the furniture companies, all will need this type of service, the 2-men lift to deliver the heavier, bulkier parcels.

Parcelforce obviously is another option. They’re really quite a good international courier, really. They’re actually now called Parcelforce Worldwide. They originally obviously were the parcel arm of Royal Mail until they were split out, I think early 80s or mid 80s. They were split into Royal Arm parcels. Then they’re rebranded to Parcelforce in 1990s, I think it was. It’s still part of the Royal Mail Group, but very separate now to Royal Mail. Obviously, Royal Mail still do parcels as we’ve mentioned this sort of smaller lighter stuff. But really, this sort of other aspect, the heavier bigger stuff really would go through Parcelforce. As I say, they sort of specialise really in the international as well. But they really don’t want to cover the international too much today, purely because there’s plenty to go through from the UK perspective.

Then there’s other sort of high less column, hybrid couriers. So, things like Whistl. Typically, Whistl starting more so in mail and things like that and mail to your home. But they’re sort of, why I say hybrid, they, Whistl a lot of market leader for something called, Downstream Access. Now, what Downstream Access is, it’s effectively sits alongside something that the Royal Mail, so they do their own collections. They have their own distribution network, their own hub and everything else. But then they would put that sort of letters or parcels then into the Royal Mail network for the sort of final mile delivery. So, effectively, it will be delivered to your home address by Royal Mail. But the bit behind the scenes, collections from the retailer and their whole distribution around the country will actually be done through their own distribution network. So, hence, that’s why it’s called sort of a hybrid, really.

Really think what happened here was sort of to remove the monopoly that Royal Mail had. I supposed the easy comparison to this, is, if you think about broadband, obviously there’s lots of broadband providers out there. But ultimately, they’re all using certainly to the connections to the home, they’re all using BT networks. So, it’s called local-loop unbundling, LLU for purposes of broadband. So, it’s a similar concept. It’s really to that with the Downstream Access. So, they effectively utilising the benefit of the USO. So, Royal Mail delivers it in the end. But they have in theory, they have more efficient, better ways of distributing in bulk around the country. They’re sort of DSA providers that you may have heard of for secured mail. The UK Mail, which I’ve just mentioned and Citipost. So, typically, on letters you will see instead of a franking stamp, you’ll see something like Citipost or something in the top right-hand corner of the letter. Obviously, also the parcel as well. So, they’re the sort of Downstream Access providers.

Then you’ve got things like The Lockers. So, in post, they provide a locker solution, very much on the same lines as the Amazon Lockers we should probably all heard of. So, a Locker solution really is that it’s obviously delivered to a locker there open 24/7, 365 days a year. In post state, they’ve got around about 1,200 locations around the UK. Typically, in supermarkets, I think it’s morrisons that they have versant, petrol stations and some transport for London sites. So, tubes stations and things like that, they’ll have these in. as I’ve said, Amazon have these. So, similar sort of places, petrol stations, that sort of things. So, effectively, your parcel will be delivered there. You’ll get a notification said that parcels had been delivered. You will turn up pretty much, you’ll either go after work or something like that and collect the parcel using a unique code to et cetera into the locker.

Then we’ve got CollectPlus. CollectPlus have got over 7,000 locations across the UK at typically news agents, convenient stores, petrol stations. They state that 90 percent of the population that is within a mile’s drive of a CollectPlus location and the way that they done this, is actually a joint venture through PayPoint, who are the retail payment network. Yodel obviously, we’ve mentioned as a courier. So, effectively, it will be Yodel that deliver it to the shop. You obviously then collect under the CollectPlus brand from your local news agent or convenient store. Far more popular than the in-post Locker Solution. I guess far more convenient as well. So, that’s another option for delivery.

Along the same lines, another company, Doddle, only 262 locations. So, their website across the UK at the moment. There’s a slight difference there, is they would typically or some of them have dedicated shops that actually we have a branded shop as a Doddle shop. Effectively, it’s parcel shop. I’ve seen these in London around sort of major office locations that are in London. So, a lot of office blocks now are banning personal deliveries to workers. Their post rooms are getting so clogged up with people having deliveries may to work. So, this is where sort of Doddle sits really. You can have it delivered to a Doddle store. Obviously, you have to before work, whatever, you can go in and collect your parcel.

You obviously, some of you also if you run online and offline. So, if you have physical bricks and mortar stores, which quite possibly you will have then obviously, you’ve got things like Click & Collect that will help with that. So, you may use one of the couriers that we just talked about to actually do that. but certainly, for a customer’s perspective, you can offer a Click and Collect service from a delivery perspective. There are lots and lots and lots of other options, other couriers, parcel shops, solutions, really too many to go through now.

So, I just want to give you an overview of what options you have for delivery solutions, ranging from the sort of most expensive the likes of DPD down to the less expensive. So, Royal Mail are on the cheaper side, depending on what service you use. Then obviously, things like Hermes are pretty much on of the cheapest carriers as well. So, there’s something for everyone, really. Not everyone can afford the more expensive DPD. Ranks, of course, that’s the way it is. Some people don’t want to pay for these retailers. Some don’t want to pay for that level of service. I fully understand that. Some of the other service are pretty good for what they need.

So, what sort of typical parcel size and weight restrictions for the couriers. Well, as you would expect, every courier pretty much has their own size and weight restrictions. But just to give you an idea of where they would be. DPD, for example, will do DPD and Yodel, they will do up to around about 31kg in weight. They do have slightly different specifics about maximum length of parcels. DPD will go up to 1.8 maximum length. Yodel would go up to something like 1.5 maximum length. There are restrictions in total girth as well. Really, for any of these carriers, it would be good to, if you’ve got any concerns, or you think you might be breaching any of these set restrictions, weight or maximum length, just go onto our website and have a look at the pretty well advertised what they’ll handle in terms of these weights and dims.

So, Hermes, for example, up to 15kg in weights so less than the likes of DPD, Yodel and a shorter length of 1.2m. Really, what you’ve got to consider, is certainly for the likes of DPD, Yodel, Hermes and Royal Mail. They’re really bigger ones. There’s a huge amount of automation that goes into these businesses from sort through to their whole distribution side of things. So, all of these parcels will be going through and onto things like conveyors, sorters. So, this is why they’re quite strict with certainly the weights and the dims. Otherwise, they just don’t go through the mechanics, through the automation. They have to be handled manually, which really these guys obviously just really, really don’t want to be doing. So, just bear in mind that the restrictions certainly, from weight to length, that they would have mentioned earlier.

Royal Mail, they typically want to handle this sort of lighter up to 2kg parcels. Those parcels, their maximum length is a much smaller, 45cm maximum length. As I have said, they will take heavier, but they do price themselves out of the market for anything above 2kg. the other guys are far more cost effective for anything over that. But ultimately, the Royal Mail will take care of anything up to around about 20kg and for those large parcels that are around about 61cm maximum length. Again, Royal Mail will have a total girth restriction in terms of all of their sides of combined what just gives you an idea, really, of the actual physical size of the box that they will take.

Obviously, the Lockers is another option that we’ve talked about. They will have very specific size at restrictions presumably against what they have available at the lockers in certain locations. I guess, they will have in very different sizes of those lockers. But those lockers will certainly have quite stringent size restrictions, just to use them. So, again, worth looking at someone like InPost to have a look at what restrictions they would have to be able to use something like that. As I said, think automation, think conveyor belts, all of this is really designed to make sure that these guys can process these things as quickly as possible. They make huge investments in these automations and these automated sites they have.

Typically, as well we’ve just mentioned really other than probably, DX, all these are single man deliveries. So, single delivery driver obviously got to be able to handle that product safely and get it to your door safely as well. So, that’s why obviously, weight restrictions even 31kg, that’s a reasonable weight to carry in a parcel. But obviously, they will act typically for a standard, uniform price up to around about 31kg. So, to say, for DPD and for Yodel will do that.

So, how does the pricing work for this? Very simply, most of it is down to volume. So, for the letters of Royal Mail, they’re very open about one, their pricing. You can go and have a look at their pricing online. There are different tiers of pricing for Royal Mail, depending on certain volumes that you will push through their network sort of volume that they do the discounts. What sort of level of pre-sortation you would do before giving them the sort of parcel and whether you’re on a business account, or whether you’re on a franking account, all sorts of various different things that give you different prices with Royal Mail. But typically, very static and very volume driven. But you can go and have a look online for Royal Mail, and pretty much, see what price you will get from Royal Mail.

Other couriers however, very much bespoke. You would put a proposition to them. Here’s my profile of my traffic. Here’s my expected volumes. They would then come back to you with a typical price base on that information. Typically, they would say, if you don’t meet those volumes, there might be a recourse. The pricing sort of might be some sort of rebates. It might be that they can review every few months. So, if you’re not hitting those volumes, they have the ability to increase that price as at point in time.

But it’s very bespoke. You have to go direct to the couriers, really, and effectively negotiate on those prices based on what you would pass through volume wise. So, there are elements that you need to consider for pricing. A big thing in the industry, surcharges as I’ve sort of mentioned it earlier on, highlands, islands. Now, going back to the Royal Mail universal service obligation, Royal Mail have to deliver to anywhere in the UK, any residential address in the UK for the same price. Now, the other couriers don’t have to do that. So, typically, for sort of what they would call highlands and islands so the outer sort of parts of the country, where people don’t live or certainly the main population, they don’t live, they will surcharge that. They will put the highland and the islands surcharge on it. They also have something called out of area. Again, it’s surchargeable premium in effect.

Other elements that they would charge extra for, is, things like BFPO sort of British Forces Post Office. Typically, no one really wants to sort of send parcels that way. I think there’s also quite a lot of restrictions about those parcels get through. So, a lot of security checks, those sorts of things. So, to send it via them some couriers won’t send to the BFPO. Some will surcharge heavily.

Other element is things like proof of delivery. Most of the couriers that we’ve talked about will have some sort of tracking. Tracking doesn’t necessarily mean POD or proof of delivery tracking can vary massively in terms of the difference couriers or what information you get, when you get that information, how detail that information is. We can come onto tracking a bit later on. But certainly, to get some of the couriers that you wanted a proof of delivery, whether that be a signature, sometimes, they do photographs now. Now, obviously, Amazon, I think recently had this, where they say, they took a photograph of the front door with the parcel in front of it. It seems to be certainly, it seems to be they’ll be pioneering that. But to be honest, that’s been around quite a while. So, they certainly haven’t pioneered that.

But all these sorts of things can be a surchargeable element to their delivery. Again, very specific to the courier, for example, again mentioned DPD is probably the most expensive premium service out there. But the price you would pay for DPD to get it to a non-highland and islands area, it’s pretty much you get everything you need: full tracking, live tracking, proof of delivery, everything within that fixed price. They wouldn’t be additional sort of surcharges of things like proof of delivery. So, you don’t pay for that, but obviously, others, Hermes, you may pay extra for a POD to be added to the service that you have.

One other surcharge, which is universal pretty much across the parcel industry, is fuel surcharge. Always, always be aware or ask the question whether the prices include or exclude- fuel surcharge. It’s industry wise, now, not everyone will charge it. We do see some charging effectively zero percent. But it can range from as I’ve said, zero through to around about 15 percent on top of the price that you may have been quoted. So, really, really important just to check whether the price and the quote that you have inclusive or exclusive of fuel surcharge. Obviously, just to double-check, whether under what circumstances, that would have or wouldn’t be charged. Certain services might have it international, if they do it, for example, they may have it and domestic not or obviously vice versa. So, just worth with noting when looking at pricing for delivery.

Okay. So, what happens, if it goes wrong? It does sometimes. It’s just the nature of sending things through. Lots of things parcels through networks sometimes, they get lost. Sometimes they get damaged. I think we’re told on average, every parcel will be handled up to 11 times, from obviously being despatched through to delivery to the customer. So, you can imagine sometimes these things get damaged. Sometimes, they’re not handled well. Yet, sometimes, drivers aren’t in a great mood, for example, they might drop things. They might not care things as they would ordinarily do. So, there are lots of variants within this. So, yeah, sometimes, parcels either don’t get where they’re supposed to get to or sometimes, they don’t get to where they’re to get to in the condition that they should.

So, what about insurance against either lost or damage. Again, big variation between carriers really, what they’re actually offer. But most will provide some form of insurance against either lost or damaged. Typically, the values of that. But it’s dependent on what’s in the parcel. But typically, their range would be from around about £25 insurance value up to sort of around a maximum of £100. Typically, £100 would be on the likes of the more premium DPD types of services. But again, it’s actually dependent on the value of the content.

As parts of the claim, you would need to provide quite a bit of information, that the insurance is based on replacement value only for the product. So, there’s no sort of profit margins or anything like that, that they will cover it. It’s just the replacement cost of what’s in the parcel. You’ll need to provide invoices to prove that. There is a claim process, that you would have to go through. I have to admit, I think that claim process is designed to fail. It’s a very difficult at times. It can be quite long and drawn out process. Ultimately, they want to make it very difficult to pay for these things.

So, it’s designed not to be successful. But it can be done absolutely. It’s there to protect you, your sending, your goods and things like that and stuff to your customers. Obviously, you’re relying on it getting there in a decent state. Obviously, ultimately, you’re paying for that service for that. So, there is a level of insurance against lost or damaged. But you just need to be aware of sometimes how long and how difficult that process is to claim of that. But just be tenacious. Keep on with it and those claims. As long as obviously, you can prove those claims and prove values, you should be able to get those lost or damaged claims through with your carrier.

Before I go onto the next point, I’m just looking at the time here. I think I’ve got quite a bit more to do. There’s quite a bit more to cover for delivery. I’ve said at the beginning, this is quite big and really important element of ecommerce. So, I think rather than either making this really long this episode or rushing through the rest of the content. Here’s what I’m going to do. I’m going to put this into part 1 and part 2. So, this I’m going to finish off Part 1 and the second of the delivery episode and then I’ll do a separate episode part 2 for the remainder of the topics I need to cover.

So, to finish off for Part 1, I’ll talk a little bit about tracking. I’ve mentioned it earlier. Now, the level of tracking that you get from the different carriers is vast. Tracking, proof of delivery is necessarily the same thing. Now, in some services, you will call it fully tracked. Others you would just call it tracked. Tracked might be that you can just see that the parcel has been received by the carrier and is out for delivery. then you may see that, that says delivered. Well, if that’s during the delivery and your customers coming to you and saying, I haven’t had my parcel. Where’s my order? All you can see and obviously, they as well, because they will have the tracking information, if you have provided to them. Just to say out for delivery doesn’t give you a huge amount of information. So, that’s probably, where the least level of information from tracking comes in.

But then obviously, it does go all the way through to really detailed tracking. So, for example, I know I keep mentioning it, but the tracking that you get with something like DPD is virtually real time that you can pretty much see all the scans in the hubs in the various different sort of the stages of the hubs that it’s been to, and then the regional hubs. Then when it gets onto out to delivery onto the van. Then once it’s on the van, typically through their predict service that they’ve invested heavily in. You can then track the delivery driver obviously on a Google Map. You can obviously track where you are in his round. So, I’ll give you an idea. Obviously, in a first part of the morning, it will give you a 2-hour window that the delivery schedule. But closer to that off start to reduce to one hour. Then eventually it will give you a 15-minute window that you can get that, the delivery time.

Obviously, you can be tracking on a map as well. So, really, just wanted to talk about the tracking really, and that level info, and the level of detail that you get. So, just worth bearing in mind. Certainly, if you want to pass that onto your customer and give them that comfort factor knowing that they can track where things are. They know where things are. It’s vast. It’s a huge difference. I think it’s sometimes, if you want that really detailed level, it’s really good to have it. I get something like the premium service.

You can have elements added to that. So, for example, with Royal Mail, they’ll do a tracked service, but they’ll also do a track done signed version as well. So, that’s more along the lines of the POD, the proof of delivery. Also, you might want that signature to prove that who signed for it. It should have said. So, if it’s a valuable item, or if it’s restricted in a sense that it needs to be handed to an adult, if it’s alcohol or something like that, then you may want to go for signed services again in addition to tracking so that’s relevant to probably what you’re sending more than anything else. Or else, you just might want to be able to have a signed for service so you can just say to your customers, we’ve got a signed for service.

So, one of the benefit of the predict service that DPD has. And I think this is one of their real innovations that they’ve put in place, is what they called inflight options. I’m sure you’ve experienced them. They are great. Obviously, the parcel goes onto the van. The text message goes to the customer to say, here is your 2-hour window, if obviously, their plan has changed. Suddenly, they go, do you know what? I’m not going to be in at that time, or something has changed for them and they need to change the delivery, they obviously can do that in virtual real time. Pretty much until the parcel is delivered. So, they can obviously text back to say, leave with neighbour. Leave in a safe place. Or, delay till tomorrow. They can have that flexibility in terms of the inflight options, which is certainly from a customer experience perspective. It’s a great thing to have.

So, these are the sorts of innovations, that we’re seeing, certainly, around the tracking- and the management of those deliveries. Life gets in the way sometimes. I think that’s a really good thing to have. The customers love it when things changed. They want to change things over, or they want to change the date of the delivery. They can do that. Knowing that, they’ll be in tomorrow, and they’ll get it delivered then.

Okay. So, I’m going to leave it there. That’s end of Part 1 for our delivery episode. So, I’ll cover the other bits in a separate Part 2. Just so, we’re not rushing out. We’re not making it too long. So, please do tune in for Part 2 of this delivery episode, where I’ll be covering packaging, integrations, what you can and can’t sent and what next for delivery, what innovations have we seen. So, thanks for tuning in to Part 1. I’ll see you in Part 2.

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