For online sellers, shipping delays are a major worry. Every late or damaged package doesn't just risk one sale, it could mean losing a customer forever. A customer report reveals, 85% of shoppers say a poor delivery experience could drive them away from a brand permanently. This poses a significant risk to online sellers because the post-purchase journey doesn’t end with the sale - it's the beginning of defining an experience that promises customer loyalty. Shipping incidents can derail it.
A shipping incident is any series of unfortunate events that prevent your shipment from reaching its final destination smoothly. These incidents can happen at any point in the shipping journey—from the moment a package leaves the warehouse till its arrival at the customer's doorstep.
Shipping incidents not only cause delays but can also impact package conditions or prevent delivery altogether. These issues may include damage, loss, or misrouting of packages. While some incidents are minor and easily resolved, others can significantly impact the customer experience and require intervention from the seller or shipping company.
62% of customers experience these delivery exceptions on online orders.
Shipping Incidents initially seem like a single issue, but they have a domino effect on businesses—affecting customer satisfaction, financial performance, and brand reputation. Some of these impacts are:
A survey reveals that 25% of companies spend 15 hours a week and over 20% spend 20-40 hours a week on these issues. This means that order issues are causing a big loss of time and efficiency.
Missed deliveries can be a headache, especially for packages requiring authentication. When no one's home to sign or provide an OTP, this leads to rescheduled attempts and potential delays. Multiple failed attempts might increase the probability of RTO, which is a logistical nightmare for sellers.
The complete supply chain process can go sideways if the final destination is oblivious. Address errors can seriously disrupt the shipping process. This might involve a wrong house number, street name, or city. As a result, the probability of RTO or package delivered at the wrong location increases. Both senders and recipients must double-check address details to avoid this issue.
The transit phase involves the possibility of shipment damage. The types could be anything— from crushing & tearing to water damage. Factors like improper handling, accidents during transport, or inadequate packaging can contribute to this problem. Damage can range from minor to major issues, making the item completely unusable.
The promise of fast deliveries has certainly brought some challenges with it. Porch piracy- the theft of unattended packages - is a recurrent concern. Meanwhile, logistical complexities can also lead to packages being misrouted or lost in transit. These issues not only frustrate customers but can also damage brand reputation and increase operational costs for retailers.
Shipping problems happen for many reasons. Let’s group these reasons into three main areas.
For every shipment that goes sideways, there are multiple ways to fix the issue:
The first step is to talk to the shipping company. They can often help find lost packages or explain delays. They might also offer solutions or compensation for damaged items.
Notifying customers at every stage keeps them in the loop. Let them know about any problems quickly and clearly. Explain what you're doing to fix the issue, as good communication can help keep customers happy even when things go wrong.
Sometimes, the best solution is to send a new package. This works well if the original package is lost or damaged. It shows the customer you care about making things right.
83% of customers feel more loyal when brands resolve their issues.
Although it should be considered as the last resort, if the package can't be delivered or the customer is unhappy, giving their money back might be the best choice. This can help maintain good customer relationships, even when shipping goes wrong.
Every business faces shipping challenges now and then, but handling them smartly is key to keeping customers happy and growing your business. Here’s what to keep in mind:
Implement these strategies to fix shipping problems and keep your customers loyal. Turn delivery challenges into opportunities to impress, and watch your online business grow.
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