BlogNotes from the
Notes from the
post-purchase weeds.
Operational writing for people who run this for a living. No thought leadership, no predictions, no reheated statistics.
The carrier lost it. You take the blameShoppers do not separate a carrier's failure from a merchant's. The parcel has your name on it, so the disappointment does too. What to do about that.ReadThe customer you nearly lostA delivery that goes wrong is one of the few moments a brand gets a customer's full attention. Most brands spend it arguing. Here is the better use.ReadWhose brand is the apology in?When a third party fixes a delivery problem in its own name, the customer thanks the third party. The recovery happens and none of it lands on the brand.ReadThe second inbox nobody staffs forWhere-is-my-order is the loud ticket category. Claims and returns are the expensive one, because every single one of them needs a human to make a decision.ReadCut where-is-my-order tickets without hiringWhere-is-my-order tickets are a tracking problem, not a staffing one. How proactive delivery updates remove the reason people write in.ReadExchange-first returns that actually workMaking the exchange easier than the refund keeps revenue without tightening policy. What the flow has to look like in order to do that.ReadWhat shipping protection should actually costHow protection offers get priced, why a flat percentage misprices most carts, and how to set a rate your shoppers will accept.ReadDelivered, but not receivedThe most common claim in ecommerce is also the hardest to prove, the easiest to abuse and the one most likely to lose you a customer. How to handle it.ReadShould you just absorb it yourself?Plenty of merchants replace lost parcels out of margin and skip protection. Sometimes that's right. How to work out whether it is right for you.ReadShipping protection is not insuranceThe distinction sounds like a technicality until a regulator asks. What shipping protection actually is, and why merchants should know the difference.Read
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