Three Common Delivery Issues in Ecommerce and How to Fix Them
Running an ecommerce business can be great, but it’s not without its challenges. Sure, you might not have to meet customers face-to-face, but unhappy emails are never fun to receive. Nobody likes arranging for refunds or returns, but when it happens, it’s important to understand why.
Most of the time, complaints arise from delayed deliveries. Customers want their items ASAP, and when they feel they’ve waited too long, they’ll let you know. Why the delay? Let’s look at a few common reasons and how to fix them.
1) Problem with the Delivery Service
When you send a package through a courier or mail service, you lose control over its delivery. You’ve done all you can and the rest is up to the delivery company. If the company messes up or loses packages, your customers will blame you, not them.
Solution? If you constantly face delivery problems, consider switching to a different (even if costlier) service. Let your customers know why you’ve switched so they understand they’re paying for better service. You can still offer the old delivery method as an option.
2) Weak Supply Chain
Your ecommerce business is only as reliable as its weakest link- the supply chain. If a link is broken, your business could suffer. This chain involves producing, sourcing, selling and delivering products—any stage could cause problems.
Solution? If a supplier is constantly letting you down, make them shape up or start looking elsewhere. If it’s your employees causing delays, consider hiring more efficient staff. If you’re a sole trader, examine your procedures and how prompt you are in processing orders and deliveries.
3) Unreasonable Customers
If the courier service is doing well, supply chain is strong, and you’re still facing complaints, the issue might lie with the customer themselves. Some are just difficult to please.
Solution? Try keeping your customers informed about your delivery timelines. However, if you have a persistently problematic customer, you may want to consider banning their orders. While it’s a significant step, it might be better for your business in the long term.
Getting delivery right is a key to success in ecommerce. With the steps above, hopefully, you can fix any issues and continue to thrive in your business.