Lockdown: What Online Shoppers Want To Know [January Update]

Posted by Hanne Deceuninck on January 5, 2021 Hanne Deceuninck

During the lockdown, online customer questions have exploded bby over 200%.

Last updated: 05/01/2020. 

As the UK and other countries enter a new lockdown, shoppers are left with many questions about orders they made or were planning on making.

To help your team anticipate customer needs during this new period, we're listing the most frequently asked questions by online shoppers right now. 

Data based on 500,000+ shopper interactions accross community platforms powered by TokyWoky in Europe and the United States. If you have any questions, reach out to our team.

This article has been published and updated throughout the lockdowns of 2020. Feel free to bookmark this page or subscribe as we keep updating.




We're already seeing a 30% increase in online customer questions.

Based on the stats from the 2020 lockdowns, and with the holiday returns in full swing, retailers should get ready for a significant increase in the coming weeks.

The most frequently asked questions by shoppers during the lockdown


Store closures

  • Will stores remain open during the new lockdown?
  • When will stores reopen?
  • Do you offer curbside pickup / click & collect?
  • How can I buy from your brand during the pandemic?
  • My order was delivered in-store: how can I get my order during the lockdown?
  • Will pick-up time for in-store deliveries be expanded until after the lockdown ends? 
  • How can I return rented items if stores in my area are closed?


Online orders

  • Is your online shop still accepting and delivering new orders?
  • Will there be online discounts to compensate for store closures?
  • How long until orders are fulfilled during the lockdown?
  • How can I contact Customer Support during the lockdown?
  • Customer Support isn't answering. What can I do?



  • Are you still delivering orders from purchases made prior to the lockdown?
  • Should I expect delivery delays?
  • Is Click & Collect / in-store pickup still available?
  • I had to relocate because of the pandemic. Can I change my shipping location?
  • Is international shipping impacted because of the coronavirus pandemic?
  • Will you make online deliveries free to compensate for store closures?
  • Which pick up locations are still open?



  • Are return deadlines extended if I’m not able to return my item?
  • How can I return items during the pandemic?
  • I returned an item. Will there be delays in payment because of the lockdown?
  • How can I return items that I bought in store?


Gift cards

  • Are gift cards or coupons extended if we’re no longer able to use them because of the pandemic?
  • I received a special offer for my birthday from your brand. Stores are closed in my area; will I be able to redeem the offer when this is over?


Download the full infographic here.

Infographic on frequent questions asked by online shoppers during the lockdown


Topics: Retail Customer Support

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