An internet-first or D2C Ayurvedic oil brand attracted flak from its customers when the brand failed to update its customers about the whereabouts of their order. Every order almost took 15-20 days to deliver and with no proper status or information about their order brewed suspicion about the brand and eventually got labelled as ‘fraud’ by its customers. Next, what followed was the business’s uphill task of convincing people about their brand being genuine.This is bound to happen. Online shoppers are prone to feel post-purchase anxiety if they are not updated about their order. The D2C brands through their customer-centric business approach have solved the pain points of the customer, but erratic management of logistics or shipment of products can be a sheer disappointment to the customers. A smooth shipping experience is another key to customer retention other than loyalty programmes. Here are some of the best shipping practices that D2C businesses should adopt.
Online shoppers are prone to feel post-purchase anxiety if they are not updated about their order.
Top shipping practices that need to be adopted by D2C businesses
Be wise while selecting your logistic provider
For offering your customers a hassle-free shipping process choosing the right logistics provider will play a crucial role. While selecting, one should keep in mind the locations they deliver, their charges, and whether they offer special services such as packaging, same or next day delivery, customer service. An important aspect of selection should also be providing an insurance plan, in case of any losses or damages in the future. Next, based on the sector the business might require additional services to offer, for instance, an online cycle brand can offer to assemble the cycle parts upon delivery, which should be part of SLA ( service-level agreement).
Convey the tentative date of the estimated date of delivery at the checkout
The internet-first or D2C businesses should display the estimated date of delivery to the customers while they checkout. This also helps build customer expectations and excitement around the shopping experience. Logistics software needs to be implemented that helps to generate a near-accurate date of delivery, with available data on carrier performance as soon the customer enters the delivery pin code. However, the shipment needs to be delivered on the near-accurate date displayed.
Prioritising order tracking updates
The online Ayurvedic brand made one huge blunder by not updating its customers with the tracking updates of their shipment. Digital businesses should send regular updates on every order will help to minimise customer dissatisfaction.
Returns and exchanges should be quick
Returns and exchanges especially in the apparel businesses are prevalent. Customers on social media, express their resentment on social media over returns and exchange processes. By making these processes quicker and seamless they can turn this into a favourable business opportunity.
A plan-B for failed deliveries and shipping exceptions
Businesses do not wish to see a failed delivery, but such cases might arise. A logistics provider will attempt for at least three deliveries before declaring it as failed. However, the business needs to be aware of fake delivery attempts. Therefore, businesses here should intervene and implement logistics software to anticipate delays and exceptions and inform the customer of the same beforehand.
For internet-first or D2C businesses, post-purchase experience is an important aspect that can weaken or strengthen customer loyalty and impact repeat businesses. Sending shipment updates might seem an unimportant task but making small changes to shipping practices can lead to big improvements in sales and shipping and elevate the overall satisfaction levels.