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~ Welcome ~

FOREWORD

means missing a sale now, a simple returns process leads to a
shopper who is much more likely to become a repeat customer.

And while returns are unavoidable, merchants should focus on
converting them into repurchases by giving customers incentives
to exchange returns for other items rather than a refund. Using
an automation system can shorten the return process from days
to minutes while helping customers consider purchasing other
items in the store before issuing refunds.

Convenient Updates
We’ve all been there before: the dreaded “WISMO?” call or
email to the customer service team. WISMO (“Where Is My
Order?”) requests not only waste your customer service team’s
time but also irritate the customer. Why should they have to
spend time asking where their purchase is? Fulfilment drives
customer loyalty, so every WISMO request erodes that bond.
“DON’T FORGET THE BASICS DURING The solution: over-communicate throughout the post-purchase
THIS HECTIC HOLIDAY SEASON” process. AfterShip’s own data show that delivery notifications
have an open rate of 57% and a 21% click rate. This proves
he holidays are officially here, and e-commerce that customers like to check updates. By proactively informing
retailers are preparing for the corresponding customers about a delivery exception or a failed delivery attempt,
Trush. Whether it’s dealing with a huge influx in we see a significant increase in the delivery rate.
orders, handling more returns, or keeping the customer
service team working sanely and smoothly, there is no Improved Shipment Tracking
doubt that Q4 is a boon for business. But this onslaught E-commerce retailers rely on carriers to deliver their products on
can also expose underlying issues. With the current time and in one piece. So why are carriers so bad at predicting
global supply chain issues, online retailers are navigating when their deliveries will arrive? With 74% of shoppers
unprecedented complications. So what’s the best way to prioritising on-time delivery for their online orders, inaccurate
deal with these challenges? delivery dates and times pose a significant problem for retailers
looking to provide a top-notch customer experience. This
Just like any coach whose team has been dealing with unreliable information harms the brand reputation. Online
adversity, this is the time to get back to the basics. And retailers must turn to new tools that address this problem
because the retailer/customer relationship does not end once using technology like Artificial Intelligence and data to more
payment goes through, what a retailer does after purchase is accurately predict on-time delivery compared to unreliable
just as important as the pre-purchase experience. Ignore a carrier ETAs.
solid post-purchase strategy at your own risk. By shoring up
shipment tracking, shipping updates, and the returns process, For those e-commerce businesses who are lagging in the basics,
businesses ensure happy—and repeat—customers. there’s good news: there are plenty of free and affordable
products to revamp your post-purchase processes. Don’t delay;
Streamlined Returns lock down the basics now to save yourself headaches later.
Unsurprisingly, 76% of customers prioritise convenience when
picking a retailer, and 75% value convenience more than they Andrew Chan
did a year ago. Part of that convenience is a streamlined process Chief Product Officer and Co-Founder of AfterShip
when a customer wants to return an item. For better or worse,
large retailers like Amazon have set the industry standard for
returns. Smaller retailers must compete on the same level. That
means customers must be able to print shipping labels at home
and return any item, no questions asked. While a returned item

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