Expected Shipment Delays: Get ready to Communicate with your customers

It's a fact, COVID-19 has affected postal services worldwide. Due to an increase in online shopping activity, we are seeing volumes greater than any other peak season. Our delivery partners are working hard to deliver your shipments on time however, some delays may be experienced as a result of operational restrictions, limited freight capacity and reduced domestic flights, due to COVID-19 restrictions.

Strict processes are being applied to comply with government health orders between employees and customers to minimise incidents of COVID-19. These processes include:

• 1.5 metre social distancing between individuals
• COVID testing every 3 days for workers living in hotspot areas
• Using masks, gloves and hand sanitisers
• Establishing local COVID safe plans
• Registering QR codes
• Daily temperature testing
• Increasing facility cleaning frequency
• Issuing safety alerts to all team members and drivers

If an employee is exposed to COVID-19, the organisation will take immediate action together with health authorities to contain the infection. A representative from Interparcel would also get in touch with the customer who was in contact with the employee to help prevent the spread and follow the rules from the Government Department of Health.

COVID-19 restrictions are affecting our services and retailers will need to adapt to the situation and communicate this to their customers. In this article, you will find out what to do and how to get ready to inform your customers about expected shipment delays.

How to communicate with your customer

By informing your customers of expected delays, traffic disruptions and COVID-19 restrictions that can affect the services, you will build trust with your customers and avoid future complaints. Here's how you can prepare:

Display a banner on your website

As you can see on our website an informative banner can be very useful. Display one on your checkout page and another one on the home page to make sure it's visible. The customer will be aware before purchasing, so they will be more patient and understanding if there are any delays with their order.

Create a notifications page or content blog

If you would like to give further details on COVID-19 restrictions and delays, you can create a page on your website or a content entrance to your blog. This type of contact allows you to express yourself in a more extensive format. You can talk about the reason shipments are delayed, how you are managing the situation and how they can address any enquiries to you.

Communicate on social media

Create a specific banner through your social media channels. Make it clear and concise. Create a template you can re-use for these kinds of matters so you can quickly update it with the latest changes and post it.

Offer tracking

Online tracking is a great way for customers to know where their parcels are and to keep track of any service delays. If you want to offer a tracking service to your customers, check this out. We provide you with a unique customer experience using our branded tracking tool. You can customise it with your logo, colours and any banner you want to display.

What to do if a delivery is delayed

The first step is to track the order to see whether your item is in transit or being delivered. If it's in transit, allow an additional to 2-3 business days as COVID-19 restrictions may have caused the delay. If your parcel is not delivered after this time, you will need to address your delivery provider for updates.

With Interparcel you won't need to worry about contacting different courier services, we do it for you. Call, write or chat with us to know more about the location of your parcel. We will be happy to assist your enquiries.

Apologise for the inconvenience

If the parcel was delayed, the most appropriate thing to do is to send an apologetic email to your customer. If there is a public complaint on any of your social media channels or review platforms, read this article to know more about how to answer negative customer reviews. See below tips:

• Apologise for the inconvenience.
• Be transparent. Provide them with all the information you have or when they can expect an update. Give reasons for the delay and be as accurate as you can.
• Ask them if they still want to receive the order or if they want to change the delivery date or the delivery address.
• Offer something in exchange if possible.
• Don't make false promises. Make sure you can accomplish everything you are communicating to your customers.

At Interparcel we have excellent customer service available. Contact us for any enquiries, we are in this together!