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Notify Both Shopper and Your Team About a Shipping Delay

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Whether it's safeguarding high-value or time-sensitive orders, managing international shipments, addressing systematic delays, or handling large-volume orders, dual notifications play a pivotal role. By establishing transparent communication channels, you can enhance customer satisfaction, empower your team to tackle challenges proactively and ensure efficient resolution of shipping delays.

What you'll learn

In this tutorial, we'll discuss:

Why is notifying both the shopper and the team important
How to implement the dual notification

Why is notifying both the shopper and the team important

There are several cases where notifying both the shopper and your team about a shipping delay can be crucial. Here are a few examples:

High-value or Time-sensitive orders: For orders that have a high value or are time-sensitive, such as gifts, perishable items, or important documents, notifying both the shopper and your team about any shipping delays becomes imperative. This ensures that the shopper is aware of the delay and can make alternative arrangements if needed, while your team can prioritize resolving the issue promptly to minimize any potential negative impact.
International shipments: Shipping delays are more common when dealing with international shipments due to customs clearance, documentation requirements, and transportation logistics. Notifying both the shopper and your team in such cases helps manage expectations, mitigate concerns, and allows your team to provide accurate information or assistance related to the delay.
Systematic delays: If you identify systematic issues causing recurring shipping delays, it is crucial to notify both the shopper and your team. This enables transparency and establishes trust with shoppers, while also empowering your team to investigate the root causes, implement necessary improvements, and prevent future delays.
Large volume orders: When dealing with significant order volumes, especially during peak seasons or promotional events, there can be an increased risk of delays. Providing dual notifications helps manage expectations for shoppers awaiting their orders and allows your team to efficiently handle any potential bottlenecks or challenges.

By implementing a comprehensive notification system that covers both shoppers and your team, you can effectively address these cases and ensure smooth communication and resolution of shipping delays.

How to implement the dual notification

Step 1 - Choose a trigger

When the tracking status remains in Info Received for an extended period, it indicates a potential shipping delay that requires attention.

Step 2 - Set up status unchanged timing

When setting the time threshold for triggering the flow based on the Info Received status, it's important to consider various factors such as:

Delivery expectations
Historical data on order processing and transit times
External factors like holidays or adverse weather conditions

By striking a balance between proactivity and efficiency, you can choose a duration that represents a significant delay in the Info Received status without triggering false alerts. For instance, if you determine that four consecutive days is a reasonable threshold, the flow would be triggered if the tracking status remains in Info Received for that duration.

Step 3 - Notify the shopper

When drafting the message to notify the shopper about a shipping delay, it's important to prioritize clarity and empathy.

Start by clearly stating that there is a delay in the shipment and provide a brief explanation for the delay. Express sincere apologies for any inconvenience caused and assure the shopper that you are actively working to resolve the issue. Offer an updated estimated delivery timeframe and provide any available tracking information. Additionally, consider offering assistance or compensation as a gesture of goodwill. Include clear contact information for further inquiries or support.

By crafting a transparent and empathetic message, you can effectively convey the shipping delay while maintaining a positive customer experience.

Step 4 - Notify the team

Here are some ideas for crafting a notification to your team:

What happened: Ensure that the communication is clear and concise by specifying the affected order or shipment and providing a detailed explanation for the delay. This helps the team understand the situation accurately.
Provide resources: Offer necessary resources, such as tracking information, customer inquiries, or troubleshooting guidelines, to support their investigation and resolution efforts.
Outline escalation procedures: Clearly outline any established escalation procedures to ensure a streamlined process in case additional assistance or approvals are required. This helps avoid delays and ensures a structured approach to resolving the issue.
Establish Follow-up Mechanism: Establish a mechanism for follow-up communication to keep the team informed of progress and updates regarding the resolution of the delay. This enables transparency and ensures everyone remains aligned on the next steps.

By incorporating these elements into the notification message, you can effectively inform your team about the shipping delay in a professional manner, empowering them to take prompt action while minimizing any potential negative impact on customer satisfaction.

Updated on: 24/04/2024

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