Shipping is critical for your e-commerce success. As online shopping grows, customer expectations for fast, reliable, and cost-effective delivery increase. Efficient shipping is no longer a secondary concern—it’s a crucial factor that can make or break your business.
A recent SMB Shipping Pulse Check survey found that 71% of online shoppers contacted customer service due to shipping issues. Common problems include late deliveries (39%), lost or stolen orders (36%), and damaged products (27%). This article will explore these shipping problems and offer strategies to avoid them.
Problems:
Delayed deliveries can lead to customer dissatisfaction, lost sales, and negative reviews. With 39% of shoppers citing late deliveries, the impact can harm your brand’s reputation. Customers may turn to competitors when their expectations aren’t met, making it crucial to address delays proactively to retain customer trust and loyalty.
An e-commerce told us that during peak shopping season, many shipments were delayed due to carrier issues. This led to a surge in customer complaints and cancellations, with many customers frustrated over unmet delivery promises.
Quick Win:
At checkout, set realistic delivery expectations, avoiding overpromising delivery times. If your carrier delivers your package late, file a claim. Buster Fetcher is a great tool that can automate this task for you, with no upfront cost.
Learn more about filing claims for late deliveries with:
The financial repercussions of damaged or lost packages can be substantial, including refunds, replacements, and potential reshipment fees. Beyond the immediate loss, such incidents can lead to dissatisfaction and a tarnished reputation. Customers with order issues are likely to share their negative experiences publicly, influencing potential buyers and leading to decreased sales. In a competitive market, maintaining customer trust is essential for long-term success.
A retailer shipped a high-value item that arrived damaged due to insufficient packaging. They issued a refund, and the customer left a negative review, significantly impacting the business’s reputation.
Quick Win:
Use shipping insurance for valuable items to mitigate financial risk from damage or loss.
Inconsistent delivery experiences can erode customer confidence. Varying experiences with different carriers create a perception of unreliability. Frequent issues can lead customers to seek alternatives, increasing churn rates. Negative reviews from poor delivery experiences can impact your online reputation, making it crucial to maintain consistent service quality across all delivery partners.
An e-commerce owner said they switched carriers mid-year. Customers reported orders from the new carrier often arrived late or were delivered to the wrong address, causing confusion and frustration.
Quick Win:
Invest in multiple reliable delivery partners to mitigate the risk of one carrier’s poor performance.
Returns management is a double-edged sword. While reverse logistics is necessary in e-commerce, it can significantly increase costs and complicate logistics. A high return rate can reflect poorly on product quality and lead to customer frustration. Additionally, dealing with fraudulent returns can drain resources and disrupt inventory management. An inefficient returns process can alienate customers who may avoid future purchases.
A small business owner reported that 30% of returns were fraudulent, with customers sending back used or old items. This increased costs and complicated inventory management.
Quick Win:
Offer prepaid return labels to simplify the returns process for you and your customers.
International shipping involves complexities like customs regulations, import duties, and longer delivery times, frustrating customers and complicating fulfillment. Unexpected delays can lead to customer dissatisfaction and tarnish your brand’s global reputation. Increased shipping costs can make your offerings less competitive, hindering growth.
An e-commerce business owner faced shipping delays to European customers due to customs regulations. Packages expected within a week often took a month, leading to customer complaints.
Quick Win:
Use global logistics providers specializing in international shipping to manage these complexities.
High shipping costs are one of the most persistent e-commerce shipping challenges, often impacting conversion rates and overall profitability. In fact, 61% of consumers are less likely to complete a purchase if shipping fees are high. By optimizing shipping workflows and using delivery management tools to track costs in real-time, businesses can minimize overhead. Services like Buster Fetcher not only automate refund claims for late deliveries but also help identify hidden costs like unused shipping labels, preventing unnecessary expenses.
A business owner noted that after raising their shipping rates to cover costs, they saw a 25% decrease in their conversion rate, forcing them to reassess their shipping strategy.
Quick Win:
Use flat-rate shipping where appropriate and consider regional carriers for localized needs.
Poor inventory management can lead to supply chain disruptions like stockouts, missed sales, and dissatisfied customers turning to competitors. Overselling can cause logistical issues and damage customer relationships. Inefficient inventory systems can increase operational costs, impacting your bottom line.
A retailer ran out of stock during a major sale, missing sales and disappointing customers. They lost potential customers to competitors with similar products.
Quick Win:
Conduct regular inventory audits to ensure accuracy and prevent stockouts. It’s critical to invest in inventory management software and use multiple fulfillment centers to reduce the risk of over-reliance on one location.
Packaging quality impacts product protection and customer perception. Poor packaging leads to damaged items, costly returns, and unhappy customers. It also plays a crucial role in brand identity; subpar packaging can diminish perceived value and deter repeat purchases. Today’s consumers care about sustainability, with 22% preferring eco-friendly packaging, making it essential to consider environmental impacts in packaging design.
After switching to cheaper packaging materials, an e-commerce owner reported multiple complaints, resulting in more damaged products and unhappy customers.
Quick Win:
Use eco-friendly packaging to appeal to environmentally conscious consumers while reducing waste and costs.
Strong relationships with carriers are vital for negotiating favorable rates and ensuring reliable service. However, poor communication or lack of responsiveness from carriers can cause delays and inaccurate deliveries. If issues persist, they can lead to elevated shipping costs and damaged customer relationships. Maintaining good carrier relations is essential for smooth logistics and a good brand reputation.
A small business owner recounted ongoing problems with a major carrier who frequently misdelivered packages. Their attempts to resolve the issues through customer service were met with frustration and little assistance.
Quick Win:
Monitor carrier performance data to negotiate better rates and hold them accountable for poor service.
Accurate and timely order tracking information is not just for transparency and reducing customer anxiety, but for delivering an optimal post-purchase experience. Customers expect updates on their orders; failure to do so can lead to frustration and distrust. Inaccurate tracking can result in an influx of customer inquiries, diverting resources from other areas. Maintaining effective order tracking systems ensures customer satisfaction and loyalty.
An e-commerce owner noted that their customer service team was overwhelmed with inquiries about order statuses due to outdated or inaccurate tracking information.
Quick Win:
Create a branded tracking page on your website that consolidates updates from multiple carriers.
Seasonal fluctuations can cause unpredictable demand spikes, straining shipping and logistics. If not managed properly, they can result in delays, increased costs, and stockouts. Failing to capitalize on peak seasons may lead to lost revenue. Therefore, strategic planning and promotions are crucial to manage these periods effectively.
A retailer found they were unprepared for the holiday surge in orders, resulting in extended shipping times and unhappy customers. They learned the importance of pre-planning for seasonal demand.
Quick Win:
Plan ahead for seasonal fluctuations by ramping up your promotions in slow periods to maintain consistent sales.
Last-mile delivery is often the most complex and costly aspect of the shipping process. Delays or inefficiencies in this final leg can lead to customer dissatisfaction, as this is the moment when expectations are most acute. Customers increasingly demand quick and flexible delivery options, and failure to meet these demands can drive them to competitors. Additionally, logistical challenges can result in increased operational costs that eat into profits.
One e-commerce owner reported struggles with last-mile delivery in urban areas, where customers expected same-day delivery. The costs were prohibitive, forcing them to find alternative solutions.
Quick Win:
Offer multiple delivery options that balance cost and convenience, such as local pickup or delivery windows.
Failed or missed deliveries frustrate customers and can lead to increased costs for businesses due to the need for redelivery attempts or refunds. This often results in a negative customer experience, damaging brand loyalty and increasing the likelihood of negative reviews. A high rate of failed deliveries can also lead to increased scrutiny of your shipping partners and processes.
An e-commerce owner reported complaints from customers who received missed delivery notifications despite being home. This led to confusion and dissatisfaction.
Quick Win:
Use address verification systems to minimize errors and failed delivery attempts.
Inaccurate tracking information can lead to significant frustration for customers, as they rely on updates to plan their schedules and anticipate deliveries. When tracking data is incorrect, it creates confusion and anxiety, prompting customers to reach out to customer service for updates, leading to increased operational costs. Moreover, if the issue persists, it can damage the brand’s credibility and erode customer trust, making them less likely to purchase in the future.
A merchant told us that one of their customer reported that their package was marked as delivered several days before it actually arrived, causing frustration and anxiety about the order. He received several emails about the issue his customer was facing.
Quick Win:
Use a tool like Buster Fetcher to provide real-time tracking and proactive shipping updates, reducing inquiries by up to 50%.
Now that you’re aware of the most common shipping issues, here’s a quick checklist to help you improve your shipping process:
Partner with reliable carriers and assess their performance.
Implement real-time tracking with tools like Buster Fetcher.
Optimize packaging to reduce costs and appeal to eco-conscious customers.
Set clear delivery expectations and communicate proactively with customers.
Shipping challenges are unavoidable, but they can be managed effectively. E-commerce businesses can turn shipping into a competitive advantage by proactively addressing issues, using automated tools like Buster Fetcher, and partnering with reliable carriers. Implementing these strategies will improve your operations, build customer trust, and ultimately drive long-term success.
The main causes of shipping issues include:
Shipping is expected to improve compared to recent years, but some delays may still occur in 2025. Labor shortages in logistics and transportation could cause bottlenecks, and major ports may still experience congestion, though less. Equipment shortages, like limited shipping containers or trucks, could also contribute to delays.
Advancements in technology should mitigate these issues. More companies will adopt advanced supply chain management systems and automation, speeding up processes and reducing human error.
By 2025, consumers and businesses will likely plan for delays by ordering earlier or keeping larger inventories. Local sourcing may reduce reliance on long-distance shipping, leading to quicker deliveries. While delays may happen, the situation should be more stable and efficient than in previous years.
Here are several actionable steps to handle shipping problems: