What to do when order delivery dates are not respected?

Whether you’re shopping for a Christmas, a birthday or for Valentine’s Day, chances are you’re buying a gift. And as an online retailer, respecting the delivery delays on these key dates is extra important.

59% of consumers prefer accurate over quick delivery, according to Shipup data. What’s more, Shipup data shows that late deliveries were the #1 biggest delivery problem in December 2023, accounting for almost 50% of delivery issues - ahead of order at pickup point (30%) and package without tracker (10%). Read on to find out the consequences of late deliveries for your brand, and how you can help resolve then.

‍What are your obligations as an online retailer order delivery dates?

‍‍‍According to the Ministry of Economics and Finance, it is standard to specify the exact time frame (not just the maximum duration) within which you commit to delivering the goods or completing the service. This time frame must be clearly stated on your product, cart or checkout pages,

If no date is provided, delivery must occur no later than 30 days after the online order is placed.

If a delay occurs, the customer has the right to cancel their order and request a refund. You are then required to issue the refund within 14 days. You are not mpose specific refund methods, such as store credit for future purchases, on the customer.

If a customer has received the parcel, they must notify your seller, who will have to deliver it to you after receiving your proof. If you do not receive a reply within eight days, you can initiate a formal notice procedure. The seller must then reimburse you within 14 days or send you your parcel.

Any delay in issuing a reimbursement will automatically result in an increase in the amount to be reimbursed, as follows:

• 10% of the sum for a delay of thirty days or less ;
• 20% of the sum for a delay of between thirty and sixty days;
• 50% after sixty days' delay.

What are the consequences of a late delivery?

‍‍‍Late delivery may often be the carriers’ fault, but it ultimately reflects  your brand. And it will impact your bottom line:  23% of shoppers wouldn’t purchase from a brand again if the delivery date is not respected.

Percentage of delays in December 2023 by carrier (source: Shipup)

#1: Royal Mail: 19% 
#2: Chronopost: 15%
#3: Collissimo: 14%
#4: UPS: 9%
#5: USPS: 6%

In December 2023, Shipup data shows that late deliveries were the #1 biggest delivery problem, accounting for almost 50% of delivery issues. The second and third biggest problems were waiting at pickup point (30%) and order without tracker (10%).

23% of shoppers wouldn’t purchase from a brand again if the delivery date is not respected.

‍How can online retailers win back customers in the event of a late delivery?

• Issue an apology: First and foremost, apologies to your customers. Time is valuable, and gift-giving incredibly personal.
• Reimburse shipping fees: fashion giant Zara automatically reimburses customers the full amount when their Express Delivery doesn’t arrive on time.

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• ‍Offer points towards your loyalty program: SHEIN offers customers 500 points if the delivery date is not respected.
  
  

• Provide a discount: After delivery delays during peak seasons, ASOS issued a 10% off coupon for future orders to affected customers.
• Ask for feedback: Brands such as Petit Bateau and Courir use post-purchase tools to automatically send feedback forms to customers upon receiving their parcel, helping them feel heard and improving future delivery experiences.
  
  

‍Which online retailer receive the most lawsuits related to delivery?

‍France’s largest online retailers by % of lawsuits linked to late delivery, according to Litige.fr

La Redoute: 18.7%
Veepee: 7.7%
Leroy Merlin: 6.2%
Apple: 3%
E Leclerc: 2.2%

‍How can online retailers ensure accurate delivery estimates?

‍‍‍Using post-purchase tools, online retailers can ensure precise delivery estimates to avoid customer disappointment during key dates.

Our tips to offer accurate delivery estimates:

•  On product, cart or checkout pages, display an estimated delivery estimate as a date, NOT a shipping speed (ex: ‘Ships in 2 days’) . Research shows that 41% of online retailers still only include shipping speed - *sigh*.
• Place the delivery estimate near a prominent button, such as 'Add to Cart': the proximity between the two will boost conversion when the shoppers read this information
• Include the delivery estimate below the ‘Buy now’ button, rather than above: this will create a clear visual distinction between the product description and the delivery estimate
• Highlight the expected delivery date in bold or in a different colour 
• Display shipping options directly on the product page.

Respecting delivery dates is critical for building customer trust, especially during key gift-giving seasons. Late deliveries, thoguh often caused by carriers, reflect poorly on your brand and can significantly impact customer loyalty. By providing accurate delivery estimates, issuing timely apologies, and offering compensation such as discounts or loyalty points, online retailers can mitigate the effects of late deliveries. Implementing proactive solutions, such as clear delivery timelines and post-purchase feedback tools, helps ensure a smoother experience for customers and protects your brand’s reputation.