On the other hand, store associates and staff members like customer service representatives are overwhelmed with the number of WISMO inquiries and theft complaints.
Nobody wants that.
Retailers, therefore, need to remove friction and the uncertainty of not knowing where their order is, when it’s going to arrive, and how long it will take for it to be delivered to their doorstep— burning questions for most customers.
What is the solution?
Turning to a complete UX post-purchase solution (like WeSupply) that enables you to display the estimated delivery date, provide order tracking, delivery notifications, etc., and ultimately combat package theft and protect legitimate customers.
Why Does Theft Prevention Matter?
These days, you can have just about anything delivered to your front door. Takeout, groceries, or a new piece of furniture or clothes. You name it.
Either way, chances are you no longer have to leave your house to get it.
However, as good as it sounds, it also comes with a few potential downsides.
For instance, there’s always the risk that your delivery will get lost or stolen.
And even if your package does make it to your doorstep, there’s no guarantee that it will stay there. These past several years, so-called “porch pirates” have become increasingly common, targeting unsuspecting homeowners, taking off with their packages.
You, both as a consumer and a retailer, alongside your customers, might fall victim to these offenses.
“It’s their fault for having it stolen. So what?” you might ask yourself.
Well, you’re also putting your business and its reputation in danger by not creating a safe, positive customer experience throughout the journey. Besides, you’ll also have to pay the cost of stressed-out employees and increased need for customer support representatives.
Expectations Vs. Reality
- The delivery person comes out of the delivery truck and leaves the package at the front door. The customer comes back home and brings the package inside. Happy ending!
- The delivery services go as planned, but the items are pickup up by a porch pirate. The customer checks the footage from the security cameras and finds the culprit. Justice for everyone!
What if there’s no home security system or a security camera?
What if someone else impersonates the customer and gets away?
Truth is that both customers and retailers need to work together on this matter for a favorable outcome. Unfortunately, some consumers feel that eCommerce businesses are not doing enough on their end.