The Challenge: Restoring order visibility to international clients post-purchase

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Peak Design faced a significant challenge as many of their customers, especially international ones, lacked visibility over the status of their online orders. Customers had to wait 7-10 days to receive their packages and often encountered unexpected duties and taxes, leading to frustration. This caused many to contact customer support or return their orders, creating costly delays for the company.

The combination of long waiting times and third-party carriers failing to update customers on extra charges led to a negative customer experience. This issue of poor tracking is not unique to Peak Design, as a 2023 consumer study revealed that 60% of online shoppers find tracking information confusing, and 70% wouldn’t return after a poor delivery experience.

For Peak Design, transparency in production is a core value, and they wanted to ensure the same level of visibility in their shipping process. Given the premium quality and pricing of their products, maintaining customer satisfaction through clear communication and tracking became a critical focus.

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