The e-commerce sector is booming like never before. This is good for mail order companies, but it often pushes them to the limits of their mail order logistics. The probability of problems and errors can therefore increase.
In order not to lose customers, it is therefore advisable to optimize shipping. If you want to create efficient and customer-oriented shipping processes in e-commerce, you should avoid the following mistakes in particular:
Mistake # 1: Carelessness in storage and maintenance
Smooth shipping actually begins with well-organized storage and careful inventory management. Incorrectly placed items, incorrectly labeled items or faulty inventory prevent fast order picking and smooth shipping. In addition, something like this can lead to frustration among customers. If you accept an order and then have to inform the customer that the item is not available at the moment, this certainly does not increase the likelihood of a new order. Even incorrectly delivered articles, which then have to be returned, only unnecessarily cause avoidable problems.
Mistake # 2: Too few options in the check-out process
Two out of three customers abandon their shopping at check-out. Mostly this is due to dissatisfaction with the shipping and / or payment options offered. If no suitable payment method is offered, the parcel cannot be delivered to a packing station, if it is simply too long on the way or if express delivery is not available, customers may switch to another retailer – even if it may not be the cheapest Price offers. The importance of diversity in the checkout process should therefore not be underestimated.
Mistake # 3: Inadequate shipping equipment
Too often the devil lies in the details. Again and again, smaller mail-order companies in particular focus on obviously important points, such as the technical functionality of the shop or an optimal range, and underestimate the importance of the small things, such as professional mail-order equipment. Here in particular, there are plenty of sources of error lurking on the way to optimizing shipping: Missing packaging materials delay shipping and incorrect packaging can lead to transport damage. In addition, illegible labels can lead to misdirected deliveries. Due to errors in measurements and weights, the postage is incorrect and dangerous goods are incorrectly labeled or packaged.
The list goes on. But all of these problems can easily be avoided with the right equipment. Parcel scales, label printers and a good selection of suitable packaging materials should be part of the basic equipment of every online retailer and always be available in sufficient quantities. Specialized suppliers such as Otto Office.
Mistake # 4: Working with just one shipping service provider
Working with just one shipping service provider can quickly become a stumbling block. A strike, acute staff shortage or technical problems with the only service provider and everything comes to a standstill. So at least one other provider should be used to optimize shipping.
Mistake # 5: neglecting shipping service
Customers have meanwhile got used to the services of the major shipping service providers. There order confirmation and notifications about the shipping status are the standard and also that Tracking the order is almost always possible. A lack of such services can quickly lead to irritation for customers. Has my order even been placed? How can I check it again? When can I expect the package? Sometimes there are inquiries or unwanted multiple orders. This can mean annoyance for customers and additional work for dealers. More shipping service can mean a little extra effort, but it increases customer satisfaction and reduces sources of error.