Every business should have a strategy and plan to get the best results, but sometimes things don’t go according to plan. Many things can go wrong, but shipping delays are always at the forefront for an e-commerce business. Shipping delays can happen for many reasons, such as weather, surges in volume, or customs delays.
Currently, many businesses are facing delays due to the pandemic’s effect on supply chains. The disruption has led to increasing shipping costs and delivery times. Sadly, it’s the small and medium-sized businesses that are facing the brunt of disruption. Large companies can negotiate with carriers for preferential treatments that leave smaller businesses out in the cold.
A shipping delay can be challenging for an e-commerce business whose reputation relies on on-time delivery regardless of the reason. However, there are ways to handle shipping delays that are out of your hands.
Keep Customers Updated
Every relationship relies on communication to function; the one you have with your customer is no different. Keeping your customer informed on progress keeps them on your side and builds trust. The biggest anxiety customers have about shopping online is that they pay for a product without an immediate exchange, so if you are silent after purchase, their imagination can run wild.
Ease their fears and assure them that their delivery will arrive. Explain the reason for the delay and give customers the information that you have from the carrier. Give them regular updates so they know you haven’t forgotten about them.
Express your apologies and assure them you are doing everything you can to fix it. While email and private messaging through social media may be enough, a call will give the experience the personal touch that customers will appreciate.
Offer Compensation
Compensation is an effective way to acknowledge a fault and make amends. Offering compensation also shows a commitment to mending and building a relationship that you value.
So when there is a delay, offer clients the option to cancel the order or receive a full refund due to the late delivery. You can also offer them a discount or special offer to help regain their trust and show your appreciation for their patience. Giving options empowers the customer to choose how you can mend the relationship, which is vital in building trust and brand loyalty.
Any offer of compensation must come with a full and heartfelt apology. You make these gestures to show a customer that you care and that you are doing everything you can to fix the issue. Although compensation raises your costs a little, it’s still better than receiving a bad review or the customer not coming back for repeat business.
Automate Shipment Tracking
Carriers offer parcel tracking updates so that you are aware of progress. Ensure you have the freight settings so that you and the customer automatically receive regular updates when something changes with the shipment. Sharing the information will reduce the customer’s anxiety and enable you to create a transparent resolution process.
Automating shipment tracking is vital for optimizing e-commerce fulfillment services. Additionally, an inventory management system can help by linking the business, customer, and freight company under your brand’s automatic email system. That way, the customer can easily contact the freight carrier directly and get unfiltered, timely, and accurate information.
Recover Refunds
All global carriers, such as FedEx, UPS, and DHL, offer refunds on the entire shipment if they don’t deliver a package on time. The refund is yours to claim. You can use the refund to increase your cash flow and potentially compensate the customer affected by the delay.
The only downside to asking for a refund is that you may have to go through an audit. The process can be tedious and time-consuming, but you will need the money back if this occurs often. Your business shouldn’t have to pay for the carrier’s mistakes, so prepare a claim. A digital inventory management system will make it easier to get your claim in order quicker than a manual system; it’s just one of the many benefits of an automated e-commerce fulfillment service.
Don’t Delay Your Response
Among many tragedies, the pandemic had an adverse impact on supply chains, which is why many small and medium-sized businesses are finding it more costly and more challenging to ship products on time. When the customer experiences delays, lost orders, or damaged goods, it’s not the carrier that gets the blame; it’s your business. So plan for delays by having a robust, comprehensive, transparent, and compassionate response. You can’t control everything, but you can control how you respond.