The trouble with the internet: people still too different

E-commerce utopia remains out of reach.

The internet knows no borders. That’s the way most people tend to view it, at least. But as online commerce comes of age, this utopian view seems increasingly naive.

As an increasing number of businesses look to take advantage of the web as a medium for commerce, not just communication, many of them are finding themselves frustrated by the fact that… well, people are different.

The recent Globalocity eCommerce conference saw several hundred retailers, Silicon Valley whizz-kids, and finance experts gather to discuss all things online shopping.

At the event I spent some considerable talking to people from a number of successful US retailers – department stores, fashion brands, even travel agencies - many of whom are very well-established global brands. It was clear that many of them were struggling with the fact that launching a globally-accessible eCommerce portal has not opened the flood gates for hoardes of overseas consumers, desperate to buy US consumer goods.

What is stopping them? Surely given the opportunity everyone would prefer to shop at US department stores, right? Perhaps... But they a good reason, and more to the point, they need to be able to pay for their goods in a way that suits them. The newsflash? Not everyone in the world has a credit card.

So, it begins to become apparent, that rolling out an eCommerce strategy is not really all that different to setting up a physical presence in new markets - minus the some substantial property and staffing costs, of course.

Businesses still need to invest in the market - understanding their consumers, not just in terms of what they wish to buy, but how they wish to buy it.

For those US retailers at Globalocity, the markets really getting the saliva flowing were Latin America (Brazil in particular), Russia and continental Europe. But frustrations abound when it comes to actually getting people to pay for things.

Anyone who has spent any time looking at the Brazilian retail sector will know that consumer spending habits can only be described as unique.

Having the ability to pay for goods in installments is essential in Brazil - people  expect to be able to spread their payment for everything (even basic goods like groceries) over a long periods of time. And a payment system - the Boleto Bancario - has been developed specifically to meet this requirement. The challenge now, though, is replicating that online.

And, of course, it is not just Brazil that requires a bespoke solution. Cash looms large in Europe and arguably more so in Russia. And of course, cash has no place in the e-commerce ecosystem. And yet again, retailers who think that offering customers the ability to pay by credit card is sufficient,  come a cropper, and quickly find out that alternatives have to be found.

The obvious alternative - cash on delivery - creates problems for the retailer, who has to ship the goods before receipt of payment, but new companies are developing neater systems, most notably the Qiwi terminals that enable Russian consumers to change cash into electronic money.

In short, every market has its quirks, and even in e-commerce, national borders are still very much in place.

James Ratcliff is Group Editor of  Cards and Payments at VRL Financial News.

Photograph: Getty Images

James Ratcliff is Group Editor of  Cards and Payments at VRL Financial News.

Getty Images.
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PMQs review: Jeremy Corbyn turns "the nasty party" back on Theresa May

The Labour leader exploited Conservative splits over disability benefits.

It didn't take long for Theresa May to herald the Conservatives' Copeland by-election victory at PMQs (and one couldn't blame her). But Jeremy Corbyn swiftly brought her down to earth. The Labour leader denounced the government for "sneaking out" its decision to overrule a court judgement calling for Personal Independence Payments (PIPs) to be extended to those with severe mental health problems.

Rather than merely expressing his own outrage, Corbyn drew on that of others. He smartly quoted Tory backbencher Heidi Allen, one of the tax credit rebels, who has called on May to "think agan" and "honour" the court's rulings. The Prime Minister protested that the government was merely returning PIPs to their "original intention" and was already spending more than ever on those with mental health conditions. But Corbyn had more ammunition, denouncing Conservative policy chair George Freeman for his suggestion that those "taking pills" for anxiety aren't "really disabled". After May branded Labour "the nasty party" in her conference speech, Corbyn suggested that the Tories were once again worthy of her epithet.

May emphasised that Freeman had apologised and, as so often, warned that the "extra support" promised by Labour would be impossible without the "strong economy" guaranteed by the Conservatives. "The one thing we know about Labour is that they would bankrupt Britain," she declared. Unlike on previous occasions, Corbyn had a ready riposte, reminding the Tories that they had increased the national debt by more than every previous Labour government.

But May saved her jibe of choice for the end, recalling shadow cabinet minister Cat Smith's assertion that the Copeland result was an "incredible achivement" for her party. "I think that word actually sums up the Right Honourable Gentleman's leadership. In-cred-ible," May concluded, with a rather surreal Thatcher-esque flourish.

Yet many economists and EU experts say the same of her Brexit plan. Having repeatedly hailed the UK's "strong economy" (which has so far proved resilient), May had better hope that single market withdrawal does not wreck it. But on Brexit, as on disability benefits, it is Conservative rebels, not Corbyn, who will determine her fate.

George Eaton is political editor of the New Statesman.