High waybill costs for delivering goods bought online are prompting some customers to return to physical markets, vendors and customers interviewed by Business & Lifestyle said.

The trend emerged as online shopping expanded during periods of fuel scarcity and movement restrictions in the COVID-19 era, when many Nigerians shifted away from visiting physical markets in favour of ordering goods from home.

Some customers and vendors said waybill fees charged to deliver online purchases have risen significantly. One baker, identified as Chizaram Titus, said he once ordered milk worth N65,000 and was quoted a N10,000 waybill fee.

He said that cost led him to buy the product directly at a physical market instead of pursuing the online order.

Vendors interviewed said high delivery charges are affecting sales. A thrift vendor, Mrs. Bola Sukanmi, said sending goods to states like Rivers, Delta and Edo has become more expensive, noting that what used to cost between N3,000 and N5,000 for waybill delivery has climbed in some cases to about N15,000 for clothes sent from Abuja to Edo State. She said the rising fees have caused her to lose customers.

Another seller, Mr. Dele Tamiyu, who sells whiteboard and writing accessories, said customers have been lost because of high waybill charges.

He said some park operators are increasing delivery fees despite no corresponding increase in fuel prices or impact from seating space on vehicles.

To cope with high waybill costs, Mr. Tamiyu said he started using a logistics company and informed customers to expect delivery in three to four working days.

He said that approach provided a delivery option, but customers who want immediate receipt of goods still visit physical markets or order from nearby vendors.

The development highlights the role delivery costs play in consumer decision-making and the challenges facing small businesses that rely on inter-state shipping to reach customers.