This question is probably the one most often posed to ecommerce websites: ‘where is my order?’ It is also one of the more frustrating, because in many cases the person being asked has no control over the delivery process. The best way to deal with this question, which constitutes 70% or more of all customer service contacts during the holiday season, is to prevent it in the first place. Here are a few ways of doing that.
How To Deal With Order Delay Issues Video
#1 Don’t Underestimate your delivery service.
In other words, assume that something may go wrong. Underestimating your delivery means overestimating your delivery time. Pad your estimates by a small margin so that most customers will get their orders on time, and many will be surprised by an earlier-than-expected package.
#2 Offer an order tracking tool.
This can cost some cash to set up and maintain, but you will save in customer service inquiries and also in reputation loss when packages are delivered late through no fault of your own. Include a link on your ecommerce website as well as sending one to customers immediately after their purchase is made. This will allow them to answer their question without your involvement. It also allows them to see that you have held up your end of the bargain by shipping the order in a timely manner. Many customers who are provided with order tracking information will field their questions to the delivery company rather than to you.
#3 Communicate about the purchase.
Sometimes customers just want to be sure that their order was not lost in cyberspace. A little communication can calm their worries. Send an email when the order is received and another when it is shipped, preferably with tracking information and instructions within.
#4 Include shipping information in your FAQs and any other customer service pages.
State your shipping policies (remember to pad the time as I suggested earlier) and answer the most common questions regarding order delivery. This gives visitors an idea of what to expect before they even make an order.
#5 Use fast shipping where possible.
Sometimes it is only a tiny bit more to send something with faster shipping. When this is the case, choose the faster shipping when your profit margins allow it. Customers will be pleasantly surprised and you will have fewer headaches. This can be especially beneficial during the holidays, when many delivery services run behind schedule.
#6 Be sympathetic.
You know what it is like to wait for a Christmas package due on the 23rd or a school textbook for a class that started yesterday. It is stressful. In fact, one of the major objections to online shopping is the shipping issue, both the cost and the waiting time. By delivering as promised as often as possible, you will be proving that buying from your ecommerce website is the right choice.
#7 Make amends.
When customers have to wait way too long for a package, they get bitter and blame you. Try to make amends by communicating your apologies and sending a coupon for their next purchase. Meanwhile, address issues that seem to be coming up often. Make sure you are as vigilant about shipping as you are about every other aspect of your ecommerce website.
Remember, a few small arrangements – especially if your online store is on a dependable platform like Ringgle.com, can ensure not only professionalism during the order process but also fewer customer service headaches.
