Powering Moss Bros: how Fetchify helped ensure delivery accuracy for one of the UK’s best-known menswear retailers

Moss Bros’ hire and delivery service is a major part of its global offer.
Moss Bros was using a traditional online address lookup, which was bypassed by many customers.
By partnering with Fetchify, Moss Bros has seen an increase in delivery success and customer satisfaction.

Since 1851, Moss Bros has been a familiar face on the UK’s high streets, and over the 170-plus years that have followed, it’s become the name that is synonymous with menswear.

Today, the business offers menswear for sale and hire across the UK via storefront and website, online in Ireland and US, and via retail partners across much of the rest of the world.

“We’re actually better known for our hire business – I think everybody knows this is the place to go and hire a tux or hire a suit for a wedding,” says Matthew Henton, Moss Bros’ Head of e-Commerce.

“However, we are predominantly a retail business. Most guys don’t buy suits and formal wear all that often, and when they do, they want that in-store experience of checking their size and fit.”

The accuracy required for ecommerce

Over more recent years, Moss Bros’ growth has come from the more casual product range offered online – with less formal attire easier to buy online, ecommerce now makes up a sizeable chunk of business.

For online transactions, getting the goods to the customer accurately and quickly is an incredibly important part of the process, as it is for formal wear purchases and hires.

Being able to enter address details quickly and accurately online is essential to delivering a good customer experience – while capturing delivery details precisely can ultimately end up making or breaking a big occasion.

“Originally, on our ecommerce site, we had a postcode lookup service from one of the traditional providers, which required users to put in their postcode, press the button and wait for the results to come back,” says Henton.

“It wasn’t really a particularly slick way of supporting customers entering their addresses, and a lot of the customers would just skip it and type their address in full, so it was a friction point for customers.”

“It also led to us having quite a lot of incorrect addresses, which obviously flows through to your logistics operation and undeliverable parcels and so on.”

Teaming up with Fetchify

After assessing the different options on the market, the Moss Bros team decided to trust Fetchify’s Address Autocomplete solution – which has proved to be a positive decision.

“We immediately saw that it ticked all the boxes that we were looking for,” Henton explains. “The user experience was really simple and intuitive, it had the ability for UK, Ireland and US address lookups, and it was just quite clearly going to be very easy to implement.

“Our developers took no more than 10 minutes to read through the documentation and said, ‘Yeah, we’ll have that up and running in no time’. So it became a very easy decision for us to go ahead and start working with Fetchify.”

Another aspect of Fetchify that’s helped improve the online experience for customers relates to hire transactions – which may have multiple addresses associated with one transaction.

“With hire, particularly weddings, you may have one billing address, another delivery address, which may be the venue, and then you may have a different address where you want us to come and collect those garments from after your wedding. “It’s really important in that scenario that we get the address correct, and we are able to deliver the product to where it needs to be for an event as important as a wedding. That is what we can’t afford to get wrong.”

“People are less likely to put their own address in incorrectly, but when it’s the address of a venue that you’re not necessarily quite as familiar with, then they may make a mistake. It’s incredibly important in that scenario to get that address correct, to ensure we deliver the product where it needs to be.”

And the impact of Fetchify’s Address Auto-Complete on that aspect of the business has been significant.

“We’ve had an improvement in our deliverability rates, and have fewer ‘cannot deliver’ packages back from our courier partners,” says Henton. All of which has meant an increase in satisfied customers, big days going to plan, and the reputation of one of the UK’s longest-established menswear retailers firmly intact.

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About Fetchify

Fetchify’s address lookup and data validation platforms cover more than 250 countries, and increases customer conversion with the fastest, most accurate customer data capture. Fetchify’s flagship products – Address Auto Complete and Postcode Lookup – reduce friction at the checkout, and also significantly increase the number of successful deliveries. Founded in 2008, Fetchify processes millions of data transactions every day for clients ranging from startups to established high-street names, and offers a full suite of data validation tools, including phone, email and bank, too.

Inclusive eCommerce: Best Practices to Make Your Site More Accessible

December 4, 2024

As the world increasingly moves online, eCommerce retailers face an important challenge – and opportunity. Accessibility isn’t just a buzzword; it’s the key to unlocking your store’s full potential. By making your website more inclusive, you can reach a broader audience, improve user experiences, and demonstrate your commitment to creating a welcoming space for all. This guide will walk you through the essentials of eCommerce accessibility, offering actionable steps to ensure your online store is usable by everyone, including people with disabilities. Let’s dive into why accessibility matters, the principles of inclusive design, and practical strategies to implement it effectively… Why eCommerce accessibility matters Accessibility isn’t just a nice-to-have; in fact, it’s often a legal requirement. Laws like the Equality Act in the UK and the European Accessibility Act mandate that websites and digital platforms accommodate users with disabilities. Non-compliance can result in lawsuits, fines, and damage to your reputation. Beyond compliance, accessibility opens your site to a much larger audience (which makes good business sense). Did you know that over one billion people worldwide live with some form of disability? By making your online store more accessible, you’re opening your business to a vast, often underserved customer base. At the end of the day, accessibility improvements enhance the user experience for everyone, not just those with disabilities. Think of closed captions on videos – not only helpful for people with hearing impairments but also for those watching in noisy environments. Many accessibility improvements, like image alt text and semantic HTML, also overlap with search engine optimisation (SEO) best practices, making your site easier for search engines to crawl. This can ultimately help your site rank higher in the search results, boosting your brand’s online visibility and driving more traffic to your store. Accessibility 101 The UK’s 2010 Equality Act requires businesses and organisations to make their websites accessible to everyone, including people with disabilities. This means removing barriers that could make your site difficult or impossible for some users to navigate. Website owners are obliged to make “reasonable adjustments” to accommodate disabilities, such as adding text-to-speech compatibility for visually impaired users or ensuring keyboard navigation for those with motor impairments. If these adjustments aren’t made, this could be considered discriminatory. The Act applies to all sectors, from online commerce to government services. While it doesn’t lay out specific technical rules, it often references the Web Content Accessibility Guidelines (WCAGs) as a benchmark for what constitutes a reasonable level of accessibility. The principles of inclusive eCommerce design To create an inclusive eCommerce experience, your site should follow the four guiding principles of the WCAGs. Perceivable All users, regardless of their abilities, must be able to access the information presented. Provide text alternatives for images and multimedia (e.g., alt text, captions) Offer alternatives for audio and video content (e.g., transcripts, subtitles) Ensure content is adaptable and easy to view, such as by allowing zooming without losing content clarity Use sufficient colour contrast for readability. Operable Users must be able to interact with your site using a variety of tools, such as keyboard navigation or assistive technologies like screen readers. Make all functionality accessible via keyboard (not just a mouse) Give users enough time to read or interact with content Avoid design elements that can trigger seizures, such as flashing images Provide clear, consistent navigation aids (e.g., menus, search functions). Understandable Make your site’s content and navigation intuitive. Use simple language Provide clear instructions Ensure web pages behave in predictable ways (e.g., no unexpected pop-ups) Provide clear instructions for filling out forms or correcting errors Error notifications should be easy to interpret. Robust Ensure your site is compatible with a wide range of assistive devices and adaptive technologies, both now and in the future (as technology evolves). Use clean, semantic code for screen readers and other assistive tools Test compatibility with a range of devices and assistive technologies. Simple steps to an inclusive shopping experience To create an inclusive eCommerce experience, your site should follow the four guiding principles of the WCAGs. 1. Use alt text for images Alt text provides a textual description of an image that can be read by screen readers, enabling visually impaired users to understand the content even if they cannot see it. For instance, instead of saying "image of shoes," a better description might be, "Red high-heeled shoes with a glossy finish." For decorative images that don’t convey essential information, using a null alt attribute (e.g., alt="") ensures that screen readers skip these images, reducing unnecessary clutter. 2. Optimise keyboard navigation Test your site by navigating it without a mouse. All essential functions, such as navigating menus, accessing the shopping cart or completing checkout , should be operable with keyboard-only input. Use visible focus indicators (e.g., a highlighted outline around the currently selected element) to show where the user is on the page. 3. Add ARIA labels Use ARIA (Accessible Rich Internet Applications) attributes to enhance screen reader compatibility. ARIA labels provide additional context for interactive elements like buttons and links, making it easier for screen readers to interpret their purpose. For example, a button that simply says “Click here” could be enhanced with an ARIA label that specifies “Click here to add this item to your cart.” 4. Ensure colour accessibility Users with visual impairments, including colour blindness, may struggle with low-contrast text or interfaces that rely solely on colour to convey information. Choose colour combinations with high contrast and use patterns or text labels to supplement colour-coded indicators. For instance, instead of using only green and red to indicate availability, add text labels like “In Stock” or “Out of Stock” to ensure all users can interpret the information. 5. Create accessible forms Label all form fields clearly and use placeholder text sparingly. For example, "First Name" should be a visible label, not just a placeholder. Error messages should also be descriptive and provide guidance on how to correct issues. For example, instead of a generic “Invalid input” error, a more helpful message might say, “Please enter a valid email address in the format name@example.com.” 6. Design for screen readers Use semantic HTML to structure content logically and ensure that screen readers can interpret your content effectively. Headings (

to

), lists, and tables should follow a clear hierarchy and avoid overly complex layouts or elements that may confuse or mislead screen reader users.\ Best practices for specific eCommerce features Accessible eCommerce features can significantly improve the user experience. Product pages, for example, should include detailed descriptions that go beyond marketing copy to provide essential information in plain language. High-resolution, zoomable images are also beneficial for users with low vision. Your site’s search functionality should also be flexible and intuitive. Predictive text and autocorrect features can help users find what they need, even if their search terms aren’t exact matches. For mobile accessibility , ensure your site is optimised for smaller screens, with larger buttons and adequate spacing to accommodate touch interactions. And during the checkout process, simplicity is key. Reducing the number of steps and providing clear instructions at every stage minimises barriers for users with cognitive or physical disabilities. Descriptive error messages are particularly important during checkout, as they guide users to resolve any issues quickly. Data validation is an oft-overlooked aspect of accessibility. Fetchify's tools, like address and phone number validation, streamline the user experience by reducing the risk of input errors during checkout. This benefits all users, including those with cognitive or motor disabilities, by minimising frustration during checkout. For example, Fetchify’s address auto-complete automatically completes addresses in real-time, reducing the effort required from users. This is especially beneficial for individuals with motor disabilities or cognitive challenges who may struggle with typing lengthy information accurately. Accessibility isn’t a one-time project Accessibility is an ongoing commitment. Regularly audit your site, stay updated on WCA guidelines, and prioritise user feedback. Inclusive eCommerce not only demonstrates social responsibility but also strengthens your business by fostering loyalty and trust among all customers. By following the steps outlined in this guide, you’ll be well on your way to creating a shopping experience that’s welcoming, inclusive, and enjoyable for everyone. Ready to start your journey toward accessibility? Explore how Fetchify’s tools can help you build a more inclusive eCommerce site today.

A man is typing on a laptop computer while holding a folder.

Data Cleansing and International Address Standards

June 6, 2024

In the digital age, data is a critical asset for any business. Fetchify explores how data cleansing can help your business meet international standards

A man is using a tablet in a living room while a woman sits on a couch.

Could you be losing customers with an outdated address verification system?

May 7, 2024

In the bustling world of online commerce, every detail matters. Address verification is often overlooked, and Fetchify explain why solidd data is never to be missed

A yellow door and a green door are on a brick building.

What is an Eircode?

May 1, 2024

Ireland’s postcode network, Eircode, was established in July 2015. A seven-character alphanumeric postcode is known as an Eircode. Every Eircode is specific to a mailing address and its area. In Ireland, almost 35% of properties share their address with at least one other residence, making it very difficult to locate a specific address. Unlike in other nations, where postcodes establish a group of addresses, each home and commercial postal address in Ireland is allocated an individual Eircode, aiding in address verification . Eircodes, like postcodes in other nations, aid the shipping and postal industries in locating accurate addresses. The Routing Key, the first three characters of the Eircode, specify the postal region associated with a building or property’s postal address. In Ireland, there are 139 separate postal regions. These postal areas are not limited to a single county and may cross over county lines. How do Eircodes work? A Routing Key and a Unique Identifier are the two elements of an Eircode. Three characters make up the Routing Key. The significant post town associated with a business or property’s postal address is identified by this sequence of numbers and letters, facilitating address lookup. All Eircodes issued to locations within that postal region have the same Routing Key characters. Each unique identification is distinct and specific to your residence or business. They aren’t in any particular order. This is to avoid a situation where a new building is built between two old ones, and the code sequence is disrupted, necessitating the changing of all Eircodes in the region. Except for the postal districts in Dublin, which have had their current postal codes translated into a routing key format such as D03, D12, and D22, the letters are not related to a county or city designation. What is the difference between Eircode and Postcode? Postcodes and ZIP codes are numerical and alphabetical sequences that symbolise groups of people in specific geographical locations. Companies can use postcodes for a variety of key use cases because they are a strong resource of demographic data. However, they frequently encompass several dwellings, making it more difficult to locate a customer’s proper location if homes are named rather than numbered. This challenge underscores the importance of address verification . Eircode, on the other hand, assigns a unique identity to every property in Ireland, making it easier to locate residences and companies, especially in rural areas. Why use Eircodes for deliveries in Ireland? The increase in online shopping is excellent news for online retailers, but with a higher rural population than the EU average, precisely locating clients in Ireland can be difficult. Any company delivering goods in Ireland must have Eircode data. Those who use the address lookup software with Eircodes add-on to collect clients’ addresses should expect to see: A reduction in failed deliveries It’s obvious that incomplete or inaccurate delivery details will result in failed deliveries. Eircode gives another level of concrete data to help drivers deliver correctly and on time, hence enhancing the brand image. Customer experience If your address lookup software can’t locate their address, Irish customers are likely to abandon their transaction. Making the checkout process as simple as possible and providing extra data sets like Eircode would not only improve the customer experience, but also satisfy customers and increase conversions for your brand. Reduced costs As a business, providing proper delivery details to your courier operator ensures that you won’t be held accountable for unsuccessful deliveries. Some couriers will only cooperate with retailers who supply confirmed addressing data or will give them a discount if they do. Address lookup with Eircode validation from Fetchify ECAF (Eircode Address File) and ECAD (Eircode Address Database) can now be added to the Fetchify Address Lookup as one of our premium data sets to guarantee accurate address verification and validation within Ireland, resulting in quicker checkouts for customers and accurate delivery addresses for drivers. To activate Eircodes on your Fetchify account please contact your account manager or our Customer Service team to ensure seamless address verification . The Fetchify difference We process millions of data transactions weekly for thousands of clients, from small e-commerce start-ups to large household brands such as LG, Heinz and RBS. Our flagship products, Address Auto-Complete and UK Postcode Lookup, reduce friction on checkouts, leading to increases in conversion rates, and help reduce failed deliveries and customer frustration. We are proud to offer fit-for-purpose plug-and-play integrations with most leading business software platforms. We enjoy global coverage in over 250 countries, with businesses from various industries benefiting from our address verification offering. Make sure to Get in Touch and experience the Fetchify difference – like thousands of e-commerce businesses around the globe. The best part is you can try out our 14-day Free Trial before committing to our services. Our excellent technical and customer support team is on hand to answer your burning questions. Make sure to Get in Touch and experience the Fetchify difference – like thousands of e-commerce businesses around the globe.