Whether you’re shipping products domestically or internationally, providing tracking information to your customers is a necessity for their satisfaction and to protect your business. It’s simple enough to automate the process with each shipment, and it provides a few important benefits.
Keeping Your Customers Informed
Customers like to be kept in the loop, and they want to know when they’re going to receive their orders. By sending them tracking information, they can pull up order statuses at any time to see where orders are and the estimated delivery date. If your shipment requires a signature on delivery, a customer can plan when to be home based on that delivery date, which makes it easier for busy customers to receive their shipments. When customers have tracking information for their orders, they don’t need to call or email your business for that information, which frees up your employees for other tasks and boosts productivity around the office. You may still receive the occasional call or email from customers who either don’t realize they can track their own orders or mistakenly believe you have more tracking information than they do, but overall, you still end up with a much lower contact volume for simple tracking inquiries.
Fraud is a concern for any business, but e-commerce businesses have a few specific vulnerabilities. One of the most common types of e-commerce fraud is when customers claim they didn’t receive their orders. Customers who do this then request refunds from the merchant, and if that request isn’t granted, they dispute the transactions with their bank card issuers, which can perform a chargeback. Customers may think twice about attempting this type of fraud if they see that there’s tracking information which says that orders were delivered, as they realize that your business has evidence it can use in a dispute. You can secure your shipments even more by requiring customers to sign for them. This costs a bit more, so you need to run the numbers to see if it’s worthwhile for your business.
Providing tracking information has become commonplace for e-commerce businesses. Retailers small and large offer tracking, and if your business doesn’t, it puts you at a disadvantage. Considering it doesn’t cost you anything to providing tracking information to your customers, doing so there’s no good reason why you shouldn’t. You can provide tracking information on your site or via email, but going with the former provides an additional benefit – by bringing customers back to your site to track their orders, they may see something else they want to buy. Every carrier offers tracking, so all you need to do is provide the tracking information you already have to your customers. Committing a bit of time now to automate the process results in higher customer satisfaction, fraud prevention, and it keeps your business from falling behind in a competitive e-commerce landscape.