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The eCommerce industry has been growing at an incredible rate, the same goes for the demand toward courier services. This is incredibly obvious when everyone has been forced to stay home with the restriction of interstate/interdistrict travel.
The online approach has made shopping easier for shoppers. In the meantime, it has also brought unique problems for eCommerce sellers. As an online booking platform for 60+ courier services, we’ve received some common inquiries from time to time.
To help, we created a list of common delivery problems and solutions faced by eCommerce sellers which you can have a read below!
4 Common Delivery Issues & How To Solve Them
Problem #1: My Parcel Has Been Delayed
Planning ahead your parcel delivery is always the best route, but sometimes life throws you a curveball. The receiver doesn’t want to wait longer than they need to for their delivery. On the other side, you don’t want your business to get a bad reputation for not being able to deliver on schedule.
SOLUTION: Check on the courier service’s estimate delivery duration and state it clearly to your customers. At the same time, you can carefully select domestic courier partners based on the service ratings given. The best part is the ratings will vary depends on your postcodes.
Problem #2: My Item Arrive Damaged
Every seller wants to see their items were delivered in the condition that they originally hand over to the delivery heroes. However, sometimes unexpected thing happens. Having a broken/damaged item is not only extremely disappointing and it will also cost you another budget for replacement. Likewise, you’re losing customer’s trust.
SOLUTION: First, each and every item should be packed safely and securely with quality packaging materials so that nothing can be damaged during transit. And, you should work with a reputable courier that will be able to handle with care and offer insurance coverage for the damaged shipments (click here to view insurance coverage of each courier partner available in EasyParcel).
Problem #3: My Parcel Lost In The Transit
Whether it’s no tracking update for a long period or it has been delivered to an incorrect address, there is a big possibility that your parcel has been lost in transit. This will definitely result in unhappy customers and bad reviews. Since most of us read the reviews before making a purchase, this will definitely affect the purchase decision of the rest.
SOLUTION: On top of parcel packaging, you should also make sure the air waybill is well-protected from water damaged and does not easy to fall off from the parcel. In the meantime, you should know the maximum coverage for lost shipment to make sure your business is not the one bear for the loss. At EasyParcel, you can opt-in EasyCover if you’re sending a high-value item that costs more than the basic insurance coverage provided by your selected courier.
Problem #4: My Customers Keep Asking For Parcel Status
Your customer service team has a lot to handle when making sure customers’ enquiries have been solved from time to time. It’s getting worse if you’re a “one-man show” for the business. The most common questions raised by your customers should be “where is my parcel?” and “when is my parcel will arrive?”.
SOLUTION: Provide tracking numbers to your customers and educate them to check the status in EasyTrack whenever it’s ready to dispatch. Then, you’ll no longer have to check the parcel status on behalf of them, and this gives your customer service team more time to deal with more important issues. The best part is you can leave no one behind with the Tracking Email/Tracking SMS feature too!
