In the dynamic e-commerce landscape, an optimized shipping process is crucial for success. Yet even the most experienced e-commerce companies sometimes make mistakes in their shipping strategy, which can be detrimental to their performance. This is unfortunate, as every link in the shipping process, from packaging to delivery, plays an important role in the brand experience. An optimal delivery experience, where every step is carefully tailored to customer expectations, increases the likelihood that they will return. In this article, we highlight five common mistakes in the shipping process and offer solutions to prevent them.
1. Incorrect address information
Errors in address details surprisingly often result in packages not arriving. This leads to dissatisfied customers, because modern consumers have high expectations. Delays or failure to receive an order due to address errors are detrimental to customer satisfaction. Reason enough to prevent this as much as possible.
An effective solution for this is an address validation tool that automatically checks addresses based on postal code and house number. MyParcel offers this feature: when an address is unknown, a notification appears to check the address. In addition, addresses can be saved in an address book for reuse with a single click. This is an essential feature for e-commerce companies that ship packages on a large scale.
2. Incorrect packaging and labeling.
Every day, many parcels are unnecessarily delayed because they are incorrectly packaged or have incorrectly placed labels. Incorrectly packaged products are also regularly damaged during transport. This is not only a shame, but also unnecessary.
Prevent this by following these steps:
- Choose the right packaging: always use a suitable shipping box to avoid empty space and choose sturdy material such as single or double-wall cardboard. We offer a wide range of shipping materials in our packaging webshop.
- Take into account the carrier specifications of carriers: we have clearly listed the delivery specifications of all major carriers.
- Stick the label in the right place: make sure the shipping label is clearly visible and affixed to the top right of the long side of the box. See our page with detailed instructions on correct packaging and labeling to avoid unnecessary surcharges.
3. Poor communication with customers.
Consumers accept delays, especially in cases of force majeure. But if communication is lacking or customers are unable to track their packages, there is a good chance they will not return. Research by PwC shows that consumers value delivery accuracy more than speed. In other words, waiting is acceptable, but uncertainty is not.
That is why it is important for e-commerce companies to proactively and clearly inform customers about each stage of the shipment. MyParcel offers the option of setting up a personalized Track & Trace process in your company’s house style. This means that customers receive a personalized Track & Trace email that links to a tracking page designed entirely in line with your company’s brand identity. This way, customers are always aware of their order and at the same time are offered a memorable brand experience: two birds with one stone. In addition, the Track & Trace portal offers opportunities for cross-selling by providing space for social media banners and other promotional material.
4. Not making sufficient use of shipping options.
Many e-commerce companies do not make optimal use of their shipping options, causing them to miss opportunities to meet specific customer needs. A limited range of shipping methods reduces customer satisfaction and their competitive position, especially compared to webshops with more shipping options.
By offering consumers more flexibility and freedom of choice at checkout, they can decide for themselves where and when their package is delivered. This prevents early dropouts and increases the number of conversions.
MyParcel offers a choice of the largest carriers in the Netherlands: PostNL, DHL, DPD, and UPS. This allows customers to choose the carrier that best suits their specific needs. Offering a variety of carriers increases consumer choice and ensures that delivery options better meet their expectations. This contributes to increased customer satisfaction and loyalty.
Another attractive shipping option is parcel delivery to a pick-up location. Many consumers prefer this because they can pick up their package when it suits them, instead of having to wait at home all day for the doorbell to ring. In addition, this method is more sustainable and often more cost-efficient—for example, PostNL offers a discount per shipment when companies choose to have a package delivered to a pick-up location or parcel locker.
5. Not being prepared for (seasonal) peaks.
If e-commerce companies are insufficiently prepared for the holiday season and other peak periods, this results in order processing overload, unnecessary delays, and reduced customer satisfaction. This also puts extra pressure on carriers, which negatively affects the efficiency of the entire shipping network.
That is why it is important for companies to start preparing for these peak periods well in advance. This can be done by stocking up on extra materials and, if possible, hiring additional staff. In addition, it is advisable to spread parcels out as much as possible throughout the week, avoiding Mondays and preferably offering shipments as early as possible in the day. It is also important to communicate effectively about longer delivery times during peak periods in order to manage expectations and prevent consumers from having to wait until December 7 to open their Sinterklaas gifts.
While the annual Sinterklaas peak is not exactly a surprise, other sales peaks are sometimes less predictable. MyParcel’s MyAnalytics tool uses machine learning to make predictions about peak times. These predictions enable companies to be well prepared for peak periods. The tool also offers in-depth insight into shipping data, which can be used to further optimize the shipping process.
Conclusion.
These were five common mistakes in the shipping process—mistakes that even the largest e-commerce companies make. Do you recognize any of these mistakes in your own business operations? If so, you now have the knowledge you need to address them effectively.
MyParcel offers a wide range of tools and services specifically designed to help e-commerce companies optimize their shipping processes. We have already discussed a few of them in this article, but we offer many more flexible and scalable solutions. Are you curious about what we can do for your company? Request a free, no-obligation quote.
