Join our campaign for a better home delivery experience!

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About this site

Satisfactory home delivery is fundamental to the success of internet and catalogue shopping. It's not an add-on – it's what the whole thing is about. Yet despite the efforts of many forward-looking suppliers and carriers, it is still poor in many respects.

Fulfilment & e.logistics, has championed web shopping and multi- channel fulfilment for six years, and is now calling for more responsive service from suppliers, etailers, carriers and the industry at large.

We recognise that effective delivery can be complex and expensive, and salute the efforts of all who have made real strides in providing a truly fulfilling delivery experience. Our message is not for them, but for those who have somehow missed the point.

IDIS and us

IMRG has been developing a delivery code of practice for retailers, carriers and consumers. We support that initiative, but our campaign takes it a little further.

• IDIS defines what you should be doing NOW.

• DPTP suggests some ideals we believe you should aim for.

Our top ten – the details

Make delivery part of the package!

No one should have to hunt for delivery information. Put it where people can find it quickly and easily.

• Delivery details button on home page

• No requirement to start purchase process to find delivery options.

• Full list of options should be accessible with one click.

• If 'Next Day', should state whether this means day after ordering or day after item reaches carrier.

• State any requirements or exclusions clearly (e.g. delivery only to billing address, can't split orders, etc).

How much will delivery cost?

State your terms clearly.

• If delivery is free, say so prominently!

• If you have a list of delivery options, make them clear before the transaction starts.

• At the checkout, add any delivery charges to the purchase price BEFORE the customer proceeds to order confirmation. Don't leave the customer to work it out.

• If you 'pad' your delivery charge to improve your profit margin, be aware that high fees raise expectations. For £50 customers will expect blue riband service!

Stock availability

Is the item available or not?

• If possible, show a live availability status (how many left etc?).

• If not available, give a truthful estimate of when it will be.

• If order is for more than one item, and at least one item is out of stock, state options clearly (e.g. deliver available items now, or hold until all are available)

• If multiple order is split, state who pays for extra deliveries (the retailer or the shopper)

Honest reliable timings

When will I actually get the goods?

• Ideally the shopper should be able to nominate a delivery day, e.g. within the following week.

• If next day, does this literally mean tomorrow? When is the cut-off time?

• If 'Three to Five Days', could it be LESS than three days?

• Let customers stipulate that stated minimum time must be respected (if 'Three to Five Days', shopper should be able to specify not BEFORE three days' time.)

Don't tie the customer down

Can you deliver to somewhere other than billing address?

• Offer the opportunity to specify alternative delivery address.

• Option of alternative address should be clearly stated before the transaction starts

• If delivery is limited to billing address, this should be stated clearly at the outset - NOT CONCEALED UNTIL ADDRESS DETAILS ARE REQUESTED.

When customer is not home

What if I can't be at home to take delivery?

• If signature on delivery is essential, say so clearly before transaction starts.

• Preferably, make provision for instances when customer is not home.

• State options clearly (e.g. 'Willing to deliver into drop-box', 'Willing to leave with neighbour').

• Include 'comment' field on order form for customer to give delivery instructions.

• Promote unattended solutions! Sell or link to a drop-box provider or an access system provider.

Keeping the customer informed

Is my order being processed?

• Email customer an acknowledgement when order is placed.

• Send an alert (email or text) the day before order is to be despatched.

• If product was not initially available, email customer when it is.

Progress reporting

Where is my consignment NOW?

• Provide a consignment tracking number.

• Explain what the tracking information means (if item is in a hub, is that good or bad?).

• State who to contact if consignment appears delayed (carrier or retailer?), giving an email or phone number.

Getting goods back to the supplier

Don't be coy about displaying returns details.

• You don't need to emblazon your returns procedure on your site, but don't hide it either!

• Explain clearly what to do to return goods (how to pack them, who to contact, and how).

• State who pays for returns, and what they cost.

• Explain your returns policy clearly (if damaged, rejected etc).

Who are you anyway?

How do people get in touch with you?

• Full company name and street address on the site.

• Telephone number where customers can reach you.

• Email address for customer enquiries.

• Give estimates of how quickly you respond to messages (e.g. 24 hours).

• Respond to messages helpfully within the published time frame.

© Spice Court Publications 2010