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BizReport : Ecommerce archives : July 15, 2016

Top 3 tips to improve Ecommerce delivery

When it comes to online shopping, consumers not only want their packages to arrive on time, but they want those packages to arrive looking as if they haven't been on coast-to-coast red-eye flights. Here are three tips to improve merchant deliveries.

by Kristina Knight

• Create a standard operating procedure (SOP) for packing instructions.

"The SOP should clearly lay out step-by-step instructions on packaging aspects such as placement of shipping labels, position of free gifts in the box, and where receipts should go. Serving as a reference across departments, the standard procedure should provide employees logistical packing directions that drive consistency. Keep everyone aligned so that packages arrive to your customers in the most efficient and engaging way possible," said Maria Haggerty, CEO, Dotcom Distribution.

• Encourage consumers to share a picture of their package on social.

"Think about the customer and their excitement when they receive their order and use premium packaging to inspire their unboxing experience. Brands that deliver "just a package" while ignoring the customer experience will soon fall behind. According to our recent packaging study, more than half of online shoppers say they've used social media to find a photo or video of a product they were thinking about buying," said Haggerty.

• Effectively communicate procedures for returns and damaged goods.

"Clear directions for how to return an item is important for both customers and employees. Companies should develop an SOP that provides a solid process on how consumers should go about returning a package and what employees do when it's received. The returns process involves important factors that retailers and eCommerce brands need to consider, like what customers need to do in order to return their product and a timeframe they must do it within. All details should also be relayed to employees so the process is streamlined when a product is returned. Developing a clear plan of action for these items eliminates the risk for extra costs," said Haggerty.

Tags: Dotcom Distribution, ecommerce, ecommerce delivery, ecommerce tips

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