Friction at the Check Out
Logistics issues that break trust
Most abandoned carts aren’t caused by the product or the price…
They’re caused by logistics friction points customers feel immediately but brands often overlook.
Part two of our series looks at three more issues that are stopping ecommerce brands from converting.
4️⃣ A confusing return process
Returns are an essential part of all ecommerce businesses. However, when the returns process is confusing, feels risky or expensive for customers, or worst of all non-existent, you will turn customers off. This is particularly important for fashion brands, (double that importance if you have unique or non standard sizes!!).
Co-ordinating and managing returns can be a complicated process though, and ensuring that products are received back, inspected, graded, replacements issued and credits managed relies on high visibility, as well as quick, detailed and defined processes.
Solution: spend the time with your 3PL or your internal team to build out a process that is robust, provides visibility at the right milestones, and can deal with the complexity that arrives with your returns. At Fulfilment Plus we detail the returns process and will manage things end to end, from organising the pick up, receiving on site, grading to your standards, managing next steps with stock, and managing replacements. Depending on your requirements we may also use dedicated software that allows collaboration and approvals on returns. Our portal gives you full visibility of the processing of returns as well.
5️⃣ Limited delivery options
Today’s customer wants choice: express, standard, pickup, weekend delivery, evening delivery.
People are busy and look for delivery options that suit their lifestyle. If you don’t offer the option they prefer and they know are available, they’ll find a brand that does.
Solution: Ensure that your cart has a wide range of delivery options to ensure that your customers can find the option that suits them. This needs to be linked to your 3PL or your courier partner and what they can offer. Fulfilment Plus has partnered with a range of carriers and services to ensure that we can provide the services that are needed. We keep working with carriers to ensure that we know what the delivery trends in the market.
6️⃣ Poor stock accuracy
Nothing is more frustrating than receiving an email saying that the product you brought is out of stock! Good stock accuracy leads to trust.
Solution: you should always have inventory management software to manage your stock holding (whether inhouse or at a 3PL). This software should be kept in sync with your ecommerce storefront. Fulfilment Plus manages stock accuracy in multiple ways, firstly our integrations allow the passing back of confirmed order data and stock holding data back to your storefront. Secondly, we perform a full cycle count every month to ensure that our physical stock matches our system stock. Lastly, thorough investigation processes are in place to manage any discrepancy and understand where the issues has occurred and implementing a corrective action - check out the process here
Lack of trust = lack of sales
Part 3 coming next.