In the world of e-commerce, free shipping is becoming increasingly rare. Instead, online retailers are increasingly relying on shipping fees to protect their margins. But how can they ensure that customers still receive a first-class experience and aren't faced with packages that are left too late or left with no notice at the neighbor's house? Here are six tips online retailers should follow to prepare their customers for paid shipping.
1. be clear and adhere to delivery dates.
Instead of giving vague delivery times, online retailers should give specific delivery dates and stick to them. For example, offer same-day delivery if customers order by 2:00 pm. It is even better if customers themselves can choose the day and time when their package will be delivered. It is important that all promises are always reliable.
2. shipping communication as a matter for the boss
The shipping phase is an emotional part of the customer journey. Customers look forward to receiving their packages. However, unclear status updates from logistics providers can lead to confusion and frustration. That's why online retailers should take post-purchase communication into their own hands. After confirming the order, inform customers that their goods have been handed over to the logistics provider and provide a tracking number at the same time. Also communicate when the package has been loaded into the delivery vehicle and when it will be delivered. In the event of a return, notices of receipt, inspection and refund, including how to contact them, should also be standard.
3. communication during shipping
Uncertainty may arise among customers after the purchase. Pick up on this directly with the order confirmation and confirm to customers that they have made the right choice. If delivery is imminent, you can increase anticipation by sending a list of the most beautiful places for spring, for example. Once the package arrives, styling tips, assembly instructions or cooking recipes can add to the excitement.
4. use customer account
Customers prefer to find out for themselves when their package arrives. Tracking links are ideal for this, provided the information is understandable. However, it is better to handle the communication yourself and link customers directly to their customer account in the web store. The current processing status and other information should be displayed transparently there. In this way, cross-selling and upselling potential can also be exploited.
5. reimbursement of shipping costs in the event of a delay
When a package arrives late, it can cause anger and disappointment among customers - especially if they have paid for the shipping. In such cases, the customer feels that the retailer has not performed as promised. To prevent this problem, it is important to closely monitor the fulfillment process and identify delays early. When delays do occur, customers should be proactively notified. As compensation, it may be wise to not only refund shipping costs, but also include a small consolation gift.
Distinguish between exchanges and returns
If you are an online retailer who charges for returns, you must pay special attention to the customer experience. This includes not only refunding the money paid as quickly as possible and providing regular information about the status of the return. It can also be useful to distinguish between exchanges and returns. If customers simply need a different size, the retailer could offer this as an exchange at no additional cost. On the other hand, if customers want to return an order in its entirety, the retailer could charge a fee for the return. This can reduce costs for the retailer while improving the customer experience.