The eCommerce marketplace is competitive, so they’ll often use technology and third-party services for their shipping, fulfillment, and return needs. However, some hurdles can’t be solved through these factors alone, as you need strong logistics to conquer the delivery conundrum.
5 Common Shipping Problems That Affect Reliability
For most companies, the only step they have to take to solve their problems is to hire a reliable same-day courier, but for others, the process can be more complicated and expensive.
1. Choosing the Wrong Shipping Carrier
If the shipping carrier you choose is unreliable, snappy with customers, or too expensive, it won’t matter how well-throughout your delivery logistics are. Unfortunately, with hundreds of couriers to choose from, picking the right one can be a monumental task for any startup.
However, there are some factors that can help you assess a shipping courier's quality. For example, a good company will offer multiple services, shipping options, and high-capacity trucks. They’ll also handle your packages safely and ship all of your deliveries on time.
2. Lack of Address or Delivery Verification
Address verification systems can calculate how long it will take for a courier to deliver a package from its starting point to its destination. It can also see if the address used is incorrect or undeliverable. Businesses can use this service to avoid negative customer experiences.
Likewise, a delivery verification system can help customers and businesses prove that a package arrived successfully at its destination. You can link this system to eSignature software for certain packages. Both systems can prevent refunds, chargebacks, and complaints.
3. Real-Time Package Tracking isn’t Accurate
Your customers like to be informed when it comes to their packages. If they know to expect their delivery on a certain date around a specific time, they’ll be able to work errands and their job around that schedule. But if your tracking service is inaccurate, you’ll upset your customers.
Nothing is more disappointing to your customers than broken promises, so it’s better to extend the delivery window if you know you can’t meet it. Customers aren’t likely to forgive one missed delivery, even if you were held up for a legitimate reason (i.e., weather or traffic jam).
4. Neglecting Shipping Insurance
No matter how careful you are, things can and will go wrong. Packages will get damaged, stolen, or lost, and it’s your responsibility to compensate those affected. If you don’t, your company will gain a bad reputation for “stealing” packages or dismissing customer needs.
Insurance policies and claims processes will vary from carrier to carrier, so if you use more than one courier, try to find companies that have a similar process. That way, a repeat customer won’t be confused with how to issue a complaint or speak to your company for a refund.
5. Not Using Data to Improve Shipping
Your customers will tell you if your couriers are unreliable, but they won’t be able to explain what led them to become inconsistent. You’ll need tools that improve data quality and observability if you want to better understand your customer’s needs and reduce customer turnover.
Most real-time tracking software can tell you what you need to know, but you have to make sure to prompt your customers with a review request before they leave the app. Create questions that make it easier for your customers to respond, like “was your package delivered on time?”
Being Reliable Means Staying Informed
When you choose the right shipping courier, technology, and data collecting methods, your business will have a better understanding of its delivery logistics. Not only that, but your customers will benefit from total transparency and reliability once you improve your services.
