Orders and deliveries
Handling orders and deliveries takes time and effort, so it’s important to create a clear delivery plan.
If you’re just starting out or want to add a personal touch, you may choose to handle orders and deliveries yourself.
However, if you sell a lot and want to maximise your time for other things, outsourcing packaging and delivery could be a good option
Either way, you're responsible for customer service. Have clear policies and processes to deal with any issues during or after delivery.
Creating a delivery plan
Here are some tips for creating a delivery plan, to help you think through all the details, manage risks and build your reputation.
- check customers want deliveries – they might be happy with a click-and-collect option.
- choose the courier that best suits your business needs.
- choose how to charge for delivery – for example, you could offer flat rates, real-time charges, or free delivery.
- verify addresses at your online checkout with an address verification tool.
- add delivery tracking to keep your customers updated.
- choose packaging and labels that protect your products and align with your brand.
- work out your profit and include delivery costs, so you're not spending more than you need to.
- plan for loss or damage during delivery, and research your insurance options.
- write a delivery policy so customers know what to expect.
- manage inventory carefully, so it doesn’t affect your cashflow or lead to delays for customer orders.
Outsourcing packaging and delivery
Logistic companies can store, package and deliver products for you. Your online orders will automatically forward to your logistics company by email or through an app, so they can start work immediately.
Logistics companies do this all day, every day, so they can get orders out more quickly, efficiently, and cheaply than you can.
However, when you outsource you may have less control over your inventory or product packaging – so it’s important to think through the pros and cons before deciding.
Handling returns and exchanges
You will have to deal with returns and exchanges, but it will give you the chance to:
- build your customer base
- strengthen trust in your brand.
What’s fair
Legally, you only have to replace, repair, or refund under certain circumstances – but you may choose to do more. Find a balance between what’s good for you customers and what’s good for your business.
Returns policies
A written returns policy helps you be clear about how any issues will be handled. Make sure your policy is in line with the Consumer Guarantees Act, which protects customers who buy faulty products or substandard services. You can do more than what’s legally required, but you can’t do less.
In your return policy, include:
- if customers can return or exchange unwanted items
- timeframes for returning unwanted items
- the condition of unwanted items
- what customers get in exchange for unwanted items
- how to return items and who pays any costs.
Contact details
Make it easy for customers to tell you when something goes wrong. Make sure your online store has a contact page or make contact details clearly visible.
Link to your returns policy:
- in the footer of your website, if you have one
- from product pages
- from the customer’s shopping cart
- at the checkout.
Alternatives to returns
For unwanted items, think about options more attractive than a refund.
You can offer:
- free return delivery if the customer exchanges it for another product
- a gift card or store credit worth more than the item they want to return.
You can’t offer store credit or gift cards if the item is faulty, or there’s another problem protected by consumer law.
You can:
- decide to offer a refund, repair of replacement if the problem is minor
- offer customers a refund, repair or minor replacement, if the problem is major.
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