The logistics part of an e-commerce, that is, the process that goes from the moment a purchase is made to its delivery to the customer’s home, is one of the biggest wildcards of the online stores. On the one hand, efficient deliveries, at affordable rates, on time and in perfect conditions are a strong competitive factor, guaranteeing the attraction of the public and customer satisfaction. However, failures in this department can have the opposite effect and cause a higher rate of cart abandonment or even complaints and negative reviews about the company.
In summary, it is not for nothing that this process is considered one of the great challenges of e-commerces, since it can work as a hero or villain of an online store. The role that the delivery of purchases over the Internet will assume depends on mistakes and successes of logistics management. Therefore, especially in this period of high online shopping – a trend that should continue and strengthen for the next few years – it is interesting to read the list below to see exactly what not to do in your company. Check out.
Cardboard boxes unsuitable for the product
Regarding the internal processes of shipping for e-commerce, we have the correct choice of packaging for each product, which must always be considered. Firstly, because the shipping fee calculation is directly linked to the weight and dimensions of the package. Therefore, packaging larger than necessary can result in extra costs.
In addition, the preparation of the packaging must also consider the safety of the product, to ensure that the items will arrive to the customer in perfect condition. These packages often represent the first physical contact between brand and customer. Differentiated packaging, whether for a care with the look or even a thank you note sent to the consumer, can guarantee important extra points in the perception of your brand.
Therefore, it is interesting to have a reliable supplier to count on for safe and adequate packaging. If you’re in the Vancouver area, we at Racer Boxes can help.
Forget about reverse logistics
Different reasons can lead to exchange or return requests, requiring the product to return from the recipient to the e-commerce stock. Therefore, it is important to be prepared for these situations – after all, this whole exchange process also impacts customers’ perception of your company. Make this process as clear, simple and agile as possible.
An interesting suggestion is to already include the necessary information for the customer to make the exchange or return on the packaging – it can be through a pamphlet or even printing done directly on the cardboard box. Also, encourage customers to reuse the same packaging they received the products in to return them. In addition to being much more practical, it shows the company’s concern with sustainability in its processes.
Not offering shipping options
Let’s say that the carrier you usually work with goes through a situation such as employee or transport mode (such as road or air) stoppage. Do you know what you should do to not interrupt product shipments to customers?
If you answered “yes”, you probably already have more than one carrier among the services you use, which is great news! In addition to the lower possibility of risks, having access to the services of different parcel transport companies also helps the shopkeeper to find the best shipping conditions, ensuring greater competitiveness in the market.
An online store must ensure that its customers can choose the most convenient delivery method for each purchase. For example, those who want to spend less should find the option of economic shipping. Those who prefer to receive the product in less time, need to see express delivery available. In other words, these two alternatives — economic or express delivery — are the minimum necessary in any e-commerce. But the more options, the better!
Not calculating deadlines correctly
When we talk about shipping, we immediately think of trucks full of goods or the delivery man ringing the bell. But the truth is that shipping for e-commerce involves many other factors.
Many of them even depend only on internal processes of your virtual store. Take a look at some of the steps involved in delivering the products:
* Payment confirmation;
* Separation of the item in stock;
* Preparation of packaging for shipping;
* Post on carrier.
There are four internal steps of e-commerce, right? But, for the customer, the period for carrying out these steps already counts as waiting time for delivery. Therefore, the shipping period must also consider this interval between the completion of the order and the postage, in addition to the transport period informed by the chosen company. That way you avoid customer frustration with an order that took longer than expected on the website when the purchase was made.
Not tracking the delivery process
For consumers, the delivery time of the virtual purchase starts counting as soon as they complete the order. A good way to improve the customer experience in your online store is to share the order tracking code, provided by the carriers at the time of posting.
In addition to reducing consumer anxiety, shipping parcel tracking for e-commerce also allows the merchant to be aware of shipment movements. In this way, when identifying an unusual situation, the seller can anticipate and contact the carrier to solve any possible problem, either to avoid delays in delivery or to keep the consumer informed.
Cardboard Boxes in Vancouver
If you are aware of these issues mentioned above, you are already ahead of many other companies that still do not give due importance to the online purchase process. And if you need quality cardboard boxes to better accommodate your products on the way to the buyers’ homes, please contact us at Racer Boxes. We work with quality products, which can be customized, and good delivery time.
