{"id":16120,"date":"2026-02-28T10:46:37","date_gmt":"2026-02-28T09:46:37","guid":{"rendered":"https:\/\/www.ms-direct.com\/?p=16120"},"modified":"2026-04-29T09:08:43","modified_gmt":"2026-04-29T07:08:43","slug":"how-to-ensure-a-good-customer-experience-in-switzerland","status":"publish","type":"post","link":"https:\/\/www.ms-direct.com\/en\/how-to-ensure-a-good-customer-experience-in-switzerland\/","title":{"rendered":"How to ensure a good customer experience in Switzerland"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"16120\" class=\"elementor elementor-16120 elementor-16119\">\n\t\t\t\t<div class=\"elementor-element elementor-element-82f5d71 e-flex e-con-boxed e-con e-parent\" data-id=\"82f5d71\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-71d04e1c elementor-widget elementor-widget-text-editor\" data-id=\"71d04e1c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong><span class=\"TextRun SCXW212282317 BCX8\" lang=\"DE-CH\" xml:lang=\"DE-CH\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW212282317 BCX8\">Switzerland is a lucrative but also challenging market for international online retailers. The high purchasing power, a growing e-commerce sector and a dedicated clientele offer considerable opportunities. However, customs clearance processes, tax regulations and country-specific customer preferences pose challenges.   Those who master these successfully and offer an excellent delivery and  <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW212282317 BCX8\">returns experience<\/span><span class=\"NormalTextRun SCXW212282317 BCX8\"> can not only effectively expand into Switzerland, but also build long-term customer loyalty.<\/span><\/span><span class=\"EOP SCXW212282317 BCX8\" data-ccp-props=\"{}\"> <\/span><\/strong><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-27e951c elementor-widget elementor-widget-text-editor\" data-id=\"27e951c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW165881049 BCX8\" lang=\"DE-CH\" xml:lang=\"DE-CH\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW165881049 BCX8\">Although Switzerland is not part of the EU, it remains an attractive growth market for international online retailers. The Swiss e-commerce market reached a record volume of 15.8 billion Swiss francs in 2024, which also benefits cross-border trade. EU  <\/span><span class=\"NormalTextRun SCXW165881049 BCX8\">&#8211;<\/span><span class=\"NormalTextRun SCXW165881049 BCX8\">Online retailers planning market expansion should therefore keep an eye on the Alpine country. What makes the Swiss market particularly attractive? Despite the customs border, the Swiss market has proven to be particularly attractive for many online  <\/span><span class=\"NormalTextRun SCXW165881049 BCX8\">&#8211;<\/span><span class=\"NormalTextRun SCXW165881049 BCX8\">retailers proved to be lucrative. This is mainly due to the significantly higher purchasing power compared to other European countries, which ranks second in Europe. The purchasing power of the Swiss is around three times higher than the European average.  <\/span><\/span><span class=\"EOP SCXW165881049 BCX8\" data-ccp-props=\"{}\"> <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c767a8 elementor-widget elementor-widget-heading\" data-id=\"9c767a8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">A strong growth market  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-36be1ae elementor-widget elementor-widget-text-editor\" data-id=\"36be1ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW84789228 BCX8\" lang=\"DE-CH\" xml:lang=\"DE-CH\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW84789228 BCX8\">Online shopping is very popular in Switzerland. According to current figures from  <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW84789228 BCX8\">Carpathia<\/span><span class=\"NormalTextRun SCXW84789228 BCX8\">  around 83 percent of the country&#8217;s nine million inhabitants shop online. This high e-shopper rate is also reflected in the sales figures: according to the Swiss Retail Association, the e-commerce market volume in Switzerland reached 15.8 billion Swiss francs in 20245 .<\/span><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-418f3be elementor-widget elementor-widget-heading\" data-id=\"418f3be\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Popularity of cross-border shopping  <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ea05b32 elementor-widget elementor-widget-text-editor\" data-id=\"ea05b32\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW2726176 BCX8\" lang=\"DE-CH\" xml:lang=\"DE-CH\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW2726176 BCX8\">The Swiss are real cross-border champions. In 2024, foreign online sales amounted to 2.8 billion Swiss francs, which corresponds to over 17% of total online sales. Compared to the previous year, the cross-border share grew by 18%. Stores such as Bergfreunde, Babymarkt and FRAAS show that it is not absolutely necessary to have a warehouse in Switzerland to be successful. Fashion giant Zalando is even one of the top-selling online retailers in Switzerland. According to a recent survey by Swiss Post and the Zurich School of Economics and Law, Germany is the most popular destination for cross-border shopping. 68 percent of respondents stated that they had shopped online there in the past year.      <\/span><\/span><span class=\"EOP SCXW2726176 BCX8\" data-ccp-props=\"{\"335559685\":0}\"> <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-e3c971a elementor-widget elementor-widget-heading\" data-id=\"e3c971a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Low VAT rates  <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9bea233 elementor-widget elementor-widget-text-editor\" data-id=\"9bea233\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW72559594 BCX8\" lang=\"DE-CH\" xml:lang=\"DE-CH\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW72559594 BCX8\">Another significant advantage for foreign online retailers is Switzerland&#8217;s low VAT rate of just 8.1 percent, compared to 19 percent in Germany, 20 percent in Austria and 21 percent in Spain. This significant difference enables foreign retailers to achieve more attractive profit margins. <\/span><\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0ffa6f elementor-widget elementor-widget-heading\" data-id=\"d0ffa6f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Lucrative, but complex  <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-aa1b628 elementor-widget elementor-widget-text-editor\" data-id=\"aa1b628\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">EU online retailers who want to expand into non-EU countries such as Switzerland face several challenges. Unlike internal EU trade, customs borders must be crossed. To ensure seamless deliveries, it is crucial to know the relevant regulations to avoid unexpected costs and delays.   The most important aspects include customs and VAT processing as well as correct invoicing.  <\/span><span data-ccp-props=\"{\"335559685\":0}\"> <\/span><\/p><p><span data-contrast=\"auto\">In addition to the administrative effort, it is essential to understand the habits and expectations of Swiss consumers. This includes product quality and post-purchase services, such as fast delivery times, shipping options, payment methods and local handling of returns.  <\/span><span data-ccp-props=\"{\"335559685\":360}\"> <\/span><\/p><p><span data-contrast=\"auto\">If a foreign retailer is able to deliver parcels to Switzerland in the same way as local retailers, its chances of success increase. Customer-friendly delivery and return processes create trust, which can lead to higher sales. <\/span><span data-ccp-props=\"{\"335559685\":360}\"> <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-f022253 e-con-full with-shadow e-flex e-con e-child\" data-id=\"f022253\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f7bed25 center msd-checklist  elementor-widget elementor-widget-text-editor\" data-id=\"f7bed25\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Reading tip: <i><\/i><\/b><span style=\"font-weight: 400;\">We show you how <a href=\"https:\/\/www.ms-direct.com\/en\/the-optimal-customs-clearance-in-switzerland-england-and-norway\/\">customs clearance works best<\/a>.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f2b96d7 elementor-widget elementor-widget-heading\" data-id=\"f2b96d7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Excellence after the purchase for more success  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-81cd4ef elementor-widget elementor-widget-text-editor\" data-id=\"81cd4ef\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">The post-purchase experience refers to the customer journey and additional post-order services, including shipping, delivery, tracking, returns processing and refunds.<\/span><span data-ccp-props=\"{\"335559685\":360}\"> <\/span><\/p><p><span data-contrast=\"auto\">Online stores that deliver top performance beyond the purchase not only stand out more effectively from the competition, but also strengthen customer trust. Satisfied customers are more likely to make repeat purchases and generally spend more than new customers. <\/span><span data-ccp-props=\"{\"335559685\":360}\"> <\/span><\/p><p><span data-contrast=\"auto\">In collaboration with the University of Applied Sciences Northwestern Switzerland, MS Direct has developed practical recommendations and benchmarks for online stores operating in Switzerland. The study shows how online retailers can optimize the post-purchase experience and increase customer satisfaction in the long term. <\/span><span data-ccp-props=\"{\"335559685\":360}\"> <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-16aeae8 e-flex e-con-boxed e-con e-parent\" data-id=\"16aeae8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-efe45b1 elementor-widget elementor-widget-heading\" data-id=\"efe45b1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Recommendations for the checkout  <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ae83fd9 elementor-widget elementor-widget-text-editor\" data-id=\"ae83fd9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Cost transparency<\/span><\/i><span data-contrast=\"auto\">Transparent pricing is essential. Shipping costs, return costs, VAT and import duties should be displayed clearly and comprehensibly at the latest during the checkout process, but ideally on the product page. <\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Delivery options<\/span><\/i><span data-contrast=\"auto\">It is advisable to offer express deliveries and, if possible, Saturday deliveries for an additional charge. Standard deliveries from the EU to Switzerland usually take an average of five days. <\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Multi-carrier capability<\/span><\/i><span data-contrast=\"auto\">By choosing local parcel delivery services such as Swiss Post, Planzer or DPD, retailers can better meet the needs of their customers.<\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"1\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Payment methods<\/span><\/i><span data-contrast=\"auto\">The most popular payment methods in Switzerland, including Twint, PostFinance as well as debit and credit cards, should be offered<\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4975a8e elementor-widget elementor-widget-heading\" data-id=\"4975a8e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Recommendations for delivery  <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-759cc33 elementor-widget elementor-widget-text-editor\" data-id=\"759cc33\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Delivery time<\/span><\/i><span data-contrast=\"auto\">Deliveries should reach Swiss customers within five working days. It is important to keep the delivery promise. <\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Customs formalities<\/span><\/i><span data-contrast=\"auto\">Strict compliance with customs and VAT regulations minimizes the risk of delivery delays and prevents unexpected costs for customers.<\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":720,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Shipment tracking<\/span><\/i><span data-contrast=\"auto\">Reliable shipment tracking, which shows the order status and the expected delivery date, creates transparency and builds trust.<\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c4c1492 elementor-widget elementor-widget-heading\" data-id=\"c4c1492\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Recommendations for returns  <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-99311a8 elementor-widget elementor-widget-text-editor\" data-id=\"99311a8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":1080,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Return deadlines<\/span><\/i><span data-contrast=\"auto\">A generous return period of at least 30 days is recommended. Particularly customer-friendly Swiss stores even offer a 90-day return period. <\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":1080,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Local processing<\/span><\/i><span data-contrast=\"auto\">Local processing : Providing a local return address saves customers a lot of time and effort in customs declaration and allows retailers to check goods faster, resulting in shorter response times to potential problems.<\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"3\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":1080,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><i><span data-contrast=\"auto\">Refunds<\/span><\/i><span data-contrast=\"auto\">Customers should receive their refund within one week. By working with a local returns agent <\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2f04833 elementor-widget elementor-widget-heading\" data-id=\"2f04833\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Successful expansion into Switzerland with MS Direct  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4357ab elementor-widget elementor-widget-text-editor\" data-id=\"f4357ab\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span data-contrast=\"auto\">Online retailers who decide to expand into Switzerland can look forward to a customer base with strong purchasing power. Performance. While shipping to Switzerland involves longer delivery times and crossing a customs border, one factor remains critical to success: the customer experience. MS Direct supports online retailers with seamless shipping to Switzerland, taking care of everything from master data management and tax representation to customs clearance, transportation, integration into the local transport network and returns processing. This saves retailers costs and enables them to offer their customers a seamless shopping experience.    <\/span><span data-ccp-props=\"{\"335559685\":720}\"> <\/span><\/p><p><span data-contrast=\"auto\">With an API connection to MS Direct, online stores can use the proprietary cross-border platform. On request, MS Direct prepares product data for export and translates customs tariff codes using an AI-based tariff translator. The process works as follows:  <\/span><span data-ccp-props=\"{\"335559685\":720}\"> <\/span><\/p><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":1440,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"1\" data-aria-level=\"1\"><span data-contrast=\"auto\">Orders are automatically imported into the cross-border tool.  <\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":1440,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\">A forwarding agent collects the shipments from the warehouse and consolidates several orders where possible in order to save costs.  <\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":1440,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"3\" data-aria-level=\"1\"><span data-contrast=\"auto\">The parcels are registered for export customs clearance during loading.<\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":1440,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"4\" data-aria-level=\"1\"><span data-contrast=\"auto\">The consignments are transported across the border to a parcel hub, where MS Direct ensures proper import clearance and documentation.  <\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul><ul><li aria-setsize=\"-1\" data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"4\" data-list-defn-props=\"{\"335552541\":1,\"335559685\":1440,\"335559991\":360,\"469769226\":\"Symbol\",\"469769242\":[8226],\"469777803\":\"left\",\"469777804\":\"\uf0b7\",\"469777815\":\"hybridMultilevel\"}\" data-aria-posinset=\"5\" data-aria-level=\"1\"><span data-contrast=\"auto\">The parcels are handed over directly to a last-mile carrier at the hub, minimizing delays and enabling fast delivery to the customer.<\/span><span data-ccp-props=\"{}\"> <\/span><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eb50ffd elementor-widget elementor-widget-heading\" data-id=\"eb50ffd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">A shopping experience like in Switzerland  <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-55c68f4 elementor-widget elementor-widget-text-editor\" data-id=\"55c68f4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"TextRun SCXW218110329 BCX8\" lang=\"DE-CH\" xml:lang=\"DE-CH\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW218110329 BCX8\">If an online store uses a Swiss domain and the prices are quoted in Swiss francs including<\/span><span class=\"NormalTextRun SCXW218110329 BCX8\">including<\/span><span class=\"NormalTextRun SCXW218110329 BCX8\">As MS Direct displays the local VAT rates, many customers do not realize that their order comes from abroad. MS Direct ensures that this remains the case even after the purchase. The experts at MS Direct help with customs and VAT formalities, offer support with transportation planning on request and act as a central point of contact for everyone. Orders are delivered to customers&#8217; homes across borders within a few days, just as if they had been placed with a Swiss retailer.   <\/span><\/span><span class=\"EOP SCXW218110329 BCX8\" data-ccp-props=\"{}\"> <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d59e76e elementor-widget elementor-widget-heading\" data-id=\"d59e76e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Optimal selection of transport companies  <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-57289da elementor-widget elementor-widget-text-editor\" data-id=\"57289da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"NormalTextRun SCXW125996383 BCX8\">Deliveries can be imported into Switzerland on any working day and handed over directly to a last-mile carrier at a parcel center.  <\/span><span class=\"NormalTextRun SCXW125996383 BCX8\">MS Direct works with a large number of local parcel service providers so that last-mile delivery can be tailored to the customer&#8217;s needs &#8211; whether express, bulk or particularly sustainable.<\/span><span class=\"NormalTextRun SCXW125996383 BCX8\">  Orders from an EU warehouse reach Swiss customers within 24 to 48 hours.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ef9e9ae elementor-widget elementor-widget-heading\" data-id=\"ef9e9ae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Seamless local returns and fast refunds  <\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0ace02d elementor-widget elementor-widget-text-editor\" data-id=\"0ace02d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"NormalTextRun SCXW24694376 BCX8\">With local MS <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW24694376 BCX8\">Direct return centers<\/span><span class=\"NormalTextRun SCXW24694376 BCX8\">  in Muttenz and St. Gallen, a customer-friendly returns process is guaranteed. The returns reach the processing center within a few days by domestic mail. There, the items can be registered using a simple scanning process or processed within 24 hours using a comprehensive preparation process. This offers both retailers and customers a quick remedy. The returns are then consolidated, cleared through customs and returned to the warehouse, where they are ready to be shipped or resold through other channels.   <\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-0f33495 e-con-full with-shadow e-flex e-con e-child\" data-id=\"0f33495\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-22984ca center msd-checklist  elementor-widget elementor-widget-text-editor\" data-id=\"22984ca\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><b>Reading tip: <i><\/i><\/b><span style=\"font-weight: 400;\">We show you how good <a href=\"https:\/\/www.ms-direct.com\/en\/successful-returns-management\/\">returns management<\/a> works<\/span><span style=\"font-weight: 400;\">.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-203f420 elementor-widget elementor-widget-heading\" data-id=\"203f420\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion  <\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7d87112 elementor-widget elementor-widget-text-editor\" data-id=\"7d87112\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><span class=\"NormalTextRun SCXW78286452 BCX8\">Switzerland is a particularly attractive market for online retailers from the EU. High purchasing power, market growth and low VAT rates promise lucrative profits. However, overcoming the customs border and the associated administrative tasks can quickly become a major challenge for unprepared retailers.  <\/span><span class=\"NormalTextRun SCXW78286452 BCX8\">ss<\/span><span class=\"NormalTextRun SCXW78286452 BCX8\">challenge. This is where MS Direct comes into play.  With its services, the company ensures smooth cross-border delivery and transportation.  <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW78286452 BCX8\">Returns processes<\/span><span class=\"NormalTextRun SCXW78286452 BCX8\">that not only save time and effort, but also costs.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-91f9fcf e-flex e-con-boxed e-con e-parent\" data-id=\"91f9fcf\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a8b5953 elementor-widget elementor-widget-custombutton\" data-id=\"a8b5953\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"custombutton.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t      <div class='custom-button-holder'>\n                  <a\n            href=\"https:\/\/www.ms-direct.com\/en\/resources\/contact-support\/\"            class=' icon custom-button'>\n              Get started now with MS Direct                              <?xml version=\"1.0\" encoding=\"UTF-8\"?>\n<svg id=\"b\" data-name=\"Ebene 2\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 37.77 21.63\">\n  <defs>\n    <style>\n      .d {\n        fill: #e9f4f7;\n      }\n    <\/style>\n  <\/defs>\n  <g id=\"c\" data-name=\"Ebene 2\">\n    <path class=\"d\" d=\"m2.17,12.98h28.2l-4.95,4.95c-.85.85-.85,2.22,0,3.06.42.42.98.63,1.53.63s1.11-.21,1.53-.63l8.65-8.65c.41-.41.63-.96.63-1.53s-.23-1.13-.63-1.53L28.48.63c-.85-.85-2.22-.85-3.06,0s-.85,2.22,0,3.06l4.95,4.95H2.17c-1.2,0-2.17.97-2.17,2.17s.97,2.17,2.17,2.17Z\"\/>\n  <\/g>\n<\/svg>                        <\/a>\n                \n              <\/div>\n    \t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Switzerland is a lucrative but also challenging market for international online retailers. The high purchasing power, a growing e-commerce sector and a dedicated clientele offer considerable opportunities. However, customs clearance processes, tax regulations and country-specific customer preferences pose challenges. Those who master these successfully and offer an excellent delivery and returns experience can not only [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":16154,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"tags":[],"class_list":["post-16120","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-cross-border","category-fulfillment"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How to ensure a good customer experience in Switzerland | MS Direct<\/title>\n<meta name=\"description\" content=\"This is how e-commerce succeeds in Switzerland: with clear customs processing, fast delivery and a convincing returns service.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" 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