FAQs + Tips & Tricks for preparing for peak season
Online shopping has skyrocketed over the past few months so it’s important you’re ready to power through the biggest shopping season yet. We’ve got you covered with the top frequently asked questions we get asked from our merchants.
This guide will help you understand why and how to update your shipping information to reduce customer inquiries.
1. Be transparent and upfront with your customers about shipping delays
It’s important to be transparent with your customers when it comes to shipping and delivery. Avoid disappointment and reduce customer order enquiries and support tickets. While carrier networks continue to work through backlogs and prepare for the holiday season it’s important to display shipping information accurately and make it accessible for your customers to find.
2. Know where to update your website with the correct Holiday Cut Off dates (link).
Update Holiday Cut Off dates on your shipping FAQs, your website banners, across your social media, your shipping calculator, and most importantly your checkout page. To find our updated Holiday Cut Off shipping dates and key seasonal dates for peak period 2021 read our guide here.
3. Update your shipping services calculator.
Shopping online is still an experience many customers are getting used to so it’s important to ensure your shipping information is displayed in a clear and concise format for even the most inexperienced online customers. Here is what to include in your shipping calculator table
- From the time an order is placed to the time when it’s dispatched (e.g. All orders will be dispatched within 2 business days). Many customers assume once they place their order it’s dispatched the next day. This isn’t always the case.
- It’s important to set expectations. If changes occur within your supply chain, due to peak periods or as a result of COVID-19, you should update your order dispatch times to reflect it.
- Any additional carrier network delays (this can be found in the Shippit Help Centre here). If delivery times are expected to vary due to lockdowns or carrier backlog volumes, let your customers know in advance so they can make an informed decision when selecting standard, express or same-day delivery.
- Promote your shipping services with discounted shipping rate deals (eg. Free express shipping when spending $100.00). This is a great way to increase cart size order value and encourage customers to checkout using faster shipping options.
Check out our example below as a guide
Below is an example of a shipping services calculator. We recommend creating a similar chart to make it easier for your customers to find estimated shipping delivery times and cost for each shipping service.
Example: All orders are dispatched within (XX) business days.
Insert a disclaimer note before your shipping calculator to let your customers know that delivery times may vary during peak season. Set your disclaimer based on your local carrier timeframes.
Here’s an example:
*NOTE: Due to increasing peak volumes during the holiday season some delivery carriers are experiencing delays and therefore these delivery timeframes may vary.
Shipping Services Template
|Shipping Service||Delivery Time||Cost|
Place your order by ____ and _____ to receive it the same day
|(Insert estimated time frame)weekdays*||$XX.XX|
|Express||(Insert estimated time frame) business days*||
(FREE when spending over $X)
|Standard||(Insert estimated time frame) business days*||
(FREE when spending over x)
4. Update customers regarding contactless deliveries
Since June 2021 carriers across Australia have defaulted to contactless deliveries to ensure the safety of drivers and recipients. This means all deliveries (unless deemed unsafe to do so) will automatically default to Authority to Leave (ATL) and drivers will NOT be requesting a physical signature from the customer/receiver and instead drivers will be noting the receiver’s name. Take contactless deliveries into consideration when giving customers the option to select ‘Require Signature’ during checkout. To find out more information read our Help Centre article here.
5. Ensure freight is ready on time. Drivers will not be able to wait too long for collections. (pickups) .
Understanding pick-up best practices and preparing your goods for collection can minimise errors and save valuable time during peak season.
Prioritise your order picking by delivery service type and customers’ delivery location (e.g a Sydney-based warehouse should prioritise WA orders first as transit times are greater). Make sure all your freight is packaged and labeled properly and ensure the label can be easily read and will stay affixed during transit.
When shipping multiple items ensure that all items in the consignment are shipped together in proper cartons or satchels and not taped together.
Double-check you are assigning the correct carrier to oversized freight (i.e palletised freight must be booked with a bulky goods carrier and your account should be approved prior to booking).
If you are shipping regular daily volume through any one carrier, contact us to get set up scheduled daily pickups with the carrier. Without an agreement in place, ad-hoc collections may take up to 2-3 days for collection, however, timeframes can vary depending on carrier network updates and delays here.
6. Understanding tracking information and what to do when tracking hasn’t moved
If the ETA on your Shippit order has passed and you haven’t received your parcel or further information we suggest first checking the tracking with the carrier for a more accurate ETA. You’ll find the carrier tracking number on your Shippit tracking page above the tracking scans. Be sure to check out the carrier network updates page for any known service delays and real-time carrier performance.
At times deliveries can be delayed by a few business days due to peak volumes in the carrier network. Anything longer than this that isn’t normal our Delivery Support Team is here to help and you can lodge an investigation here. For more information on understanding tracking information head to our support centre here.
7. Help and Support Hours Available
The Shippit Help Centre is your first point of contact for anything you need as a merchant.
Our knowledge includes articles that set you up for success on the Shippit platform with information on the platform set up, managing your account, carrier and platform integrations, and pricing and billing.
Carrier Network Updates
We highly recommend you frequently check our Carrier Network Updates to keep yourself informed on what’s happening amongst the carrier network. Here you’ll find important information on real-time carrier performance, important carrier service announcements, and general network updates.
Everything you need to know about tracking and managing your delivery parcel can be found in the Support Centre. We suggest having a read of some Frequently Asked Questions and making sure your own processes and communications are aligned.
Live Chat Support is available 9 AM - 5 PM AEDT Monday - Friday. Simply jump on our website at shippit.com and we’ll make sure your inquiry gets routed to the right person to help you get the answers you need.
When tracking a delivery you’ll notice a “Get Delivery Help” button at the bottom of the tracking page. From here you lodge inquiries regarding your delivery directly to our support team and we’ll get investigating for you.