Customers experience delivery as part of the retailer’s service. Whether an order travels nearby or further afield, the offer should be understandable and the operation should know what happens next.
Classify the goods
Record packed weight, dimensions, fragility and handling restrictions. A product suitable for a nearby delivery may not suit a standard parcel service. Mixed baskets need rules that evaluate the complete order or explain a separately priced split.
Define eligible destinations
Use postcode and service rules to show appropriate options. Account for restricted destinations or surcharges where they apply. Avoid a universal delivery promise that does not match the agreed service coverage.
Make the price explainable
Decide how delivery charges, thresholds and additional handling costs are shown. Free delivery to the customer still has an operational cost. Consider how product margin and order value support that cost before using it as a promotion.
Connect preparation to dispatch
Agree cut-off times and the event that means the order has actually been handed over. A generated label is not necessarily a dispatched parcel. Customer messages should distinguish order acceptance, preparation, dispatch and delivery.
Own the exceptions
Define who deals with failed access, damaged goods, missing parcels and reattempts. Retain the evidence required by the service and tell customers how to contact the retailer. Vehoo can handle the agreed delivery service as part of the connected online operation.
Take this into your next review.
Choose one real product and one realistic order. Walk through the steps with the people who do the work, record the gaps and agree who will resolve them.
Explore Delivery or discuss your store with Vehoo.