Once in the delivery company systems, in most cases the package will be delivered to the consumer’s doorstep..
But there are multiple scenarios where there can be issues with the delivery and you need to be able to set up systems and processes to deal with these.
D2C Delivery issue examples
- System shows the product was delivered but the customer claims it did not show up
- Product is delivered to the wrong address
- Wrong product or product quantity is delivered
- Product arrives damaged
- Product arrives but the customer has changed their mind or says it is not what they wanted.
These are just a small sample of the types of scenarios that can happen when you are delivering to a D2C consumer. None of these are insurmountable but you should be prepared as much as possible.
Order to delivery process learnings
From setting up this type of system in the past, there’s a few learnings we’d share.
Firstly, it’s highly recommended to add a “Permission to leave” box on the website over form. If you don’t have this and the delivery company attempts to deliver and the customer is not at home, either the product is returned (which adds cost) or it is left and can potentially be stolen. In which case, you would be liable for refunding or replacing the product. With “Permission to leave”, the shopper takes on the risk of not being at home for the delivery.
It’s also worth adding a “Delivery Instructions” box to make this part more customer-friendly. e.g. leave with a neighbour, leave behind bush, leave on back door step etc.
Check with your delivery company on if they have any order delivery confirmation systems. Some will have the delivery driver take a picture of the item being left. For more expensive products, asking for a signature on delivery should be the normal approach.
For refunds and returns, the shopper will have certain legal rights and in general you want to keep your customers happy so you should lean to making the refund process simple.
However, do check very carefully the wording of your policy to make sure no-one can abuse the system. If the customer has placed an order and you have delivered against that order, they do not have cause to ask for a refund in most circumstances.