Delivery success and keep your shop competitive!
Early shipping experiences can feel a bit like a guessing game, but it’s an experience that will get easier with practise.
The Basics
Packaging:
A few basic items you will need to start with include a scale to determine the weight of your packages, measuring tape to check dimensions, and a printer to print packing slips and postage labels. Other supplies include envelopes, boxes, fillers (packing peanuts or bubble wrap, or eco friendly options).
Marketing Materials:
You should incorporate branded packaging and materials like business cards and thank you notes in your package. These special touches leave a strong impression on the buyer often leading to brand loyalty.
Postage and Shop Policies
Setting up shipping:
You can set your shipping costs, regions and options to allow for several postage costs. These can include different delivery profiles, delivery carriers, and mail classes depending on destinations. You should include estimated delivery dates and upgrade options, for example, 5-7 working days – £5, 2-3 working days – £10. (Note: Add your pricing to the ‘Flat Rate’ shipping section for each region, you can customise the text, and add as many options as you require).
If you use our partner Shippo they can calculate postage to a location and set delivery times with selected carriers automatically at checkout. This is based on the weight and dimensions of your item.
Processing time:
Processing time is how much time you require to get an order ready for shipping and to your carrier for delivery. The processing time you list for your items sets expectations with buyers before purchasing an item, and shorter processing times will increase your sales. Stay realistic and accurate.
International:
If shipping internationally please consider the weight value is usually used to calculate the package’s total for customs. You will also need to provide an accurate customs description for each item in the order. Documentation requirements very by carrier service and destintion, so be sure to confirm what is needed on the carriers site before sending. Delivery times can be different for further distances and potential customs delays. Help set realistic expectations from the start, and let your buyers know directly via order information or messages that their order is coming from another country.
Delivery Insurance
Insurance often offers a peace of mind against financial loss (especially for high priced items), but can also provide a safety net in case an item is lost or damaged during delivery making it simple to issue a refund to your buyer.
Tracking:
We advise you to send any items via recorded, tracked or traced delivery where relevant to ensure the items can be accounted for. You can add the tracking number for your package in the order options section where it will be shared with the buyer.
Returns:
Returns can be a good way of ensuring a positive customer experience and encourage confidence in potential buyers. You should post clear guidelines in your shop policies regarding whether you will accept returns and/or exchanges, and who will be responsible for the cost of return postage. If you are contacted to coordinate a return or exchange let the buyer know where to send and the time frame you want to receive it. If you enter into a transaction with a buyer located in the European Union, you are subject to comply with the EU Directive on Consumer Rights.
Communication
Good communication with your buyer distils confidence with them, explaining that you are moving forward with the orders and answering any questions. Be transparent with them. If you can’t complete an order or meet your processing times, or if you learn an item is delayed in shipping, let them know as early as possible, don’t leave them wondering where it is. Use Baphomart messages to communicate with them, or add notes to their order (via the orders page) these notes will be sent to them via email.
Keep good records:
Proof of dispatch and track records are essential. These will help you figure out where things are and serve as proof that you were not the cause of any issues.
Seller Protection Policy
Learn more about eligibility here.
Support:
For general questions it’s worth talking to the community in the Baphomart forums. If you need support with a private issue contact us via the help centre support desk. For issues with your postal service talk to your delivery provider.
Our next article in the series touches on the power that a good review has to increase shoppers trust in your shop.
