What have your main problems been when shopping online? Experience and tales from others has told me time and time again that delivery is the number one complaint customers have. They either have not received their parcel, or it was sent on the wrong day and sent back to the post office or was really late. For shoppers this can be off putting, so as an ecommerce website that needs to keep custom and a good reputation, it’s vital that you maintain or create a high quality delivery service.
Whether your delivery service if free or not, customers will expect their parcel to be in their hands on the day you said so. If it is not, expect a customer complaint, which could lead to them asking for their money back or even taking away their custom completely.
Avoid too many customer complaints – there’s always going to be a few- by specifying upon your website your delivery policy and options beforehand, this way a customer knows what to expect from your service. A shipping policy will be most useful as it readily informs the customer on when items are dispatched and what their rights are for refunds. No customer, nor seller, wants to waste their time fighting over dispatch times and refunds, so always make sure your have a section in your cheap ecommerce website devoted to policies.
Next, incorporate pricing delivery options into your ecommerce website. You will have different pricing options depending on if your ecommerce website is national or worldwide. For instance, you may need to have options for the air travel, or delivery by post, as well as what class the package is going by (i.e. 1-2 days, 3-7 days etc). When creating delivery date choices, always leave an extra day in the estimate in case any problems occur – this will hopefully mean that your packages are delivered within the estimated boundary, leaving your customers happy rather than angry.
To be successful in the eyes of your customers, always ship the product out to them as soon as possible. Everyone hates waiting for that email that declares that the item has finally been shipped after waiting several days since you ordered. The faster the delivery the better the reviews you’ll get as well as repeat customers. Also make sure you use a reliable delivery service, which will deliver your product as soon as possible in the condition it was dispatched in, as well as offer services such as package tracking.
My last tip is to keep in contact with the customer as keeping them updated will help them know when to expect their package. Send an email out to tell them when the item was dispatched or when it will be, and then an estimated date for delivery. Also be honest with them and always contact them if there has been a stock or dispatch problem. Giving a more personal service such as this will not only feel more rewarding but will encourage positive feedback from customers.
Improving your service and online content on delivery will help your ecommerce business run far more smoothly, as well as provide a better service to your custom, thus increasing sales and improving your reputation.