Shout out to Kelly Vaughn for the sharing this Away example!Ĭommunicating processing and fulfillment turnaroundĮven if you're processing orders as expected, if those orders aren't being fulfilled the same day or next day, to the consumer, that is a delay. The best way to communicate bad news is to be humble and honest (and perhaps not the best time to promote more product). Instead of hiding it, Away sent this very simple, very human letter from their head of support. Because of the demand, their warehouse was experiencing delays fulfilling orders. More recently, however, we're seeing warehouses at maximum capacity and manufacturing can't keep up with demand, which is causing a longer delay for new inventory.Īway, the travel and luggage brand, had a similar situation when they recently ran a large promotion. Many are working with reduced staff for health and safety and some facilities are catching up from having to shut down all together earlier this year. Communicate fulfillment/warehouse delaysĬOVID has created major challenges for 3PLs, manufacturing, and warehousing facilities. You know, we humans need constant reminding.
In addition, consider adding a similar message to all of your email sends going forward. Specific deadlines when popular items will likely go out of stock.
#LET YOUR CUSTOMER KNOW YOUR ETA SMS CODE#
Include a referral code for their friends.Include links to items they previously searched for or saved in their wish list.To make a message like this work even better, consider adding in or trying: We are creatures of habit and often wait last minute even though we know COVID is causing delays. The issue, of course, is getting consumers to take action even though they've been warned. This is a great reason to create urgency with your buyers and get them to start shopping before the holiday rush. Here's one email example (from an unnamed brand) who chose to send a mass email to their customer list: If you have loyal or repeat customers or ship orders that have a recurring subscription, it's critical to communicate any expected delays to those customers early and often. Giving customers a "heads up" to shop early If you're interested in seeing more transactional emails in the wild, we've created a swipe file of shipping delay and other post-purchase notifications from top Shopify stores, so make sure you give it a look when you need inspiration. There are three types of email we'll talk about: I'm going to show you some examples from real brands on how they communicate delivery delays to their customers. Up-to-date order tracking combined with regular communication can help you address shipping turnaround times proactively. The best way to fend off "where is my order?" anxiety is with transparency. It can result in extra support calls or bad public feedback, which is not only costly to manage but puts you at risk of losing long-term goodwill with the customer. Shipping issues, while out of your control, is a reflection of your brand. The NY Times has even given it a cute new name: Shipageddon.
The problem? When you add the busiest shipping season of the year on top of a shaky supply chain, well, let's just say the delays aren't going away. We're on the heels of Black Friday/Cyber Monday (BFCM), retail's favorite time of year. Even Amazon's always predictable 2-day shipping slowed (or stopped altogether for many, non-essential products) COVID and the rise of shipping delaysĪs consumers, we check the status of our order 4.6 times on average to ease our anxiety on whether orders will arrive on time (or at all).ĬOVID-19 and the rise of eCommerce have thrown a wrench in the lives of shipping carriers and merchants alike, amassing delays, lost packages, and angry customers. Lucky for Anum, she found a local replacement, but these stories remind me of all the times I was in her shoes, constantly refreshing the tracking page as I waited for my packages.
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