Mistakes to Avoid When Delivering Orders from Online Store

When a customer places an order with you, they expect everything to go smoothly, like a domino game. You know, when you push the first domino and eagerly watch for the last one to fall.

So... when a customer places an order, they start eagerly tracking when they will receive it.

If they have no control over this and don’t know what’s happening with their order, they will start making up their own answers, which won't be in your favor.

How can you make the delivery "domino effect" as pleasing as possible for customers?

▶ Ensure a Reliable Delivery Partner

They must be reliable above all. Sometimes it’s better to pay a little more upfront to avoid later costs and lost time resolving issues. Lost and damaged shipments are part of everyday life, but these situations can be significantly reduced by choosing the right partner.

▶ Don’t Keep Customers Waiting

No one likes waiting. Just as you don’t, neither do your customers. Communicate clearly how long it will take for the package to arrive before the customer places the order. Let them know what to expect from you from the start.

▶ Inform Them of “Live” Changes

Every change regarding the order should be visible to customers.

• Order received? OK, customer notified.

• Order waiting for the courier? OK, customer notified.

• Courier picked up the shipment? OK, customer notified.

• When will the shipment arrive? OK, customer notified.

Besides the notifications they receive, customers should also have an overview of what’s happening with their order in their "account."

▶ Communicate Quickly

If something unexpected happens, you need to inform the customer immediately. Quick and clear communication saves the day.

Delivery delayed due to force majeure? Lost shipment? Incorrect delivery address? Inform IMMEDIATELY!

▶ Offer Multiple Delivery Options

Your customers have different needs and lifestyles. Provide them with delivery options that best suit them.

Here are a few examples:

• standard delivery,

• express delivery,

• same-day delivery (if available),

• next business day delivery,

• in-store pickup,

• pickup point,

• delivery to a different address,

• international delivery...

Consider what you can guarantee.

▶ Disclose Delivery Costs Upfront

Because it’s not OK for the customer to find out at checkout (in the cart) that they have to pay an additional 5€.

Never underestimate the power of fast and reliable delivery.

If your online store lacks order tracking,
→ you don’t know how to send notifications to customers, or
→ you’re unsure how to communicate information,
→ send us a message or call.

We will see how we can solve it.