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Ecommerce Forum

Fast/Expensive shipping option?
Do customers use it?

 7:36 pm on Jun 11, 2007 (gmt 0)

I currently offer a USPS Priority Mail shipping option, and I'm considering adding a USPS Express Mail option. Do customers user super-fast, super-expensive shipping options much?



 8:06 pm on Jun 11, 2007 (gmt 0)

I wonder if it can be used that frequently, but having different options can make the customer feel that you care to a little more extent. They will be thankful if they happen to use it and are satisfied. We seldom remember how much we paid for a certain thing, but we are more likely to remember how the overall service was. So, I say provide the option.



 9:10 pm on Jun 11, 2007 (gmt 0)

Customers select either Next Day or 2nd Day Air service on about 9.5% of our orders. Your results may vary.


 9:54 pm on Jun 11, 2007 (gmt 0)

Common when I worked at a B2B operation. I certainly have never used it when making personal purchases on line.


 11:15 pm on Jun 11, 2007 (gmt 0)

you wouldnt believe how many prople buy a 35 dollar pendant and spend 35 dollars to ship it next day. "Its my wifes B-day and i #*$!ed up, need this now, cant find it locally" You would be suprised how your holiday and impulsive sales will spike with theese fulfillment options.


 3:26 am on Jun 12, 2007 (gmt 0)

Compared to UPS or FedEx, USPS Express Mail is a bargain. Usually it's about half as much.


 7:58 am on Jun 12, 2007 (gmt 0)

We offer a courier upgrade for 'next day'. Often proves more trouble than its worth it always these orders the courier screws up.. I'd estimate 5% of customers upgrade.

If you don't offer faster shipping options I think you can loose out to sites that do, so its for that reason we offer the service.


 3:52 pm on Jun 12, 2007 (gmt 0)

Thanks guys. I think I'll set it up. In the past, when we've received complimentary shipping upgrade requests when we screw up, we've said we don't have the capability. I guess that's over. :)

I suppose fraudulent orders always go for the faster shipping.


 4:30 pm on Jun 12, 2007 (gmt 0)

Ask at your post office when the latest is that they will accept an Express Mail package. I have to get mine to them by 3:00 PM.
Make specific rules about when the orders need to placed. We ask all last minute orderers to call to confirm. If they don't we call them.


 4:36 pm on Jun 12, 2007 (gmt 0)

Yeah, this will be interesting. Issues like you are describing, along with orders for out of stock stuff and fast shipping will make this a learning process.


 5:06 pm on Jun 12, 2007 (gmt 0)

Some customers want instant gratification. Offering overnight shipping combined with clear info about when the product ships ("Order by 3pm today and have it by 10:30a tomorrow!") is a great way to appeal to those customers.


 6:30 pm on Jun 12, 2007 (gmt 0)

In B2B it is an absolute necessity to offer overnight shipping.

Lets say you are selling replacement parts and your customer has a machine down that makes 100 grand a day for him. That guy will pay anything to get the parts overnight.


 11:03 am on Jun 13, 2007 (gmt 0)

When I worked in a B2B site the lowest class of shipment was "anytime next day" with express delivery options on top.

A fault in our system (this was over 8 years ago)was having shipping labels created off line by the warehouse. The most common failure was warehouse staff ignoring the actual orders and sending everything by the default service.


 2:51 pm on Jun 13, 2007 (gmt 0)

We use next day shipping for our B2B portion of our business almost daily. Have had some customers look into Sonic Air (sameday) and also the Southwest Airlines SameDay freight service, but no one has used it yet. Next day AM is usually the most expensive route. Our B2B customers are located across the USA.

As far as B2C we do not offer it, in an attempt to curb fraud. A few times customers have phoned and specifically requested it, but they have to have matching bill to and ship to addresses and the CVV code match and a good story.


 5:41 pm on Jun 13, 2007 (gmt 0)

>>>>>As far as B2C we do not offer it, in an attempt to curb fraud. A few times customers have phoned and specifically requested it, but they have to have matching bill to and ship to addresses and the CVV code match and a good story.

We have B2C customers who choose Express shipping. Many of our customers are very wealthy and it really does not matter to them what the cost is.

But I can understand the worry about fraud.


 6:26 pm on Jun 13, 2007 (gmt 0)

DHL offers pre-paid envelopes called ReadyShip that are cheaper than USPS Express Mail. They also come pick up from your office on demand. You just need to call it in an hour before your closing time (5pm). We upgrade all UPS 2nd Day and some UPS 3 Day Select to DHL Overnight. Its been great to underpromise and overdelivery. Plus we make some money on the shipping even. ;)


 6:33 pm on Jun 13, 2007 (gmt 0)

USPS Express Mail is not next day that is why it is cheaper. They do not promise next day. I can happen in one day but does not promise.

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