philbish - 4:04 pm on Sep 29, 2010 (gmt 0)
Preliminary numbers are in, and looking quite good!
Barcode system implemented mid-August. Numbers refer to the percent of orders.
Shipping Error - Wrong Product Sent
Product Never Received (now mostly USPS error - just gets lost)
September: 0.3% (all 'never received' September orders were lost by USPS)
Product Broken in Shipping (not affected by barcode system)
Detail of September "Wrong Product Sent" errors:
1) Customer clearly ordered Warm White color, but they insist they ordered Cool White. Not our error. But we're honoring replacement anyways.
2) Customer ordered 2 Foot, but we sent 1 Foot. The package was labeled incorrectly by factory. Not really our error.
3) A small part was missing from one of the products. The product description doesn't necessarily say the product includes this part. But another product on the customer's order did have the part, and so they assumed they should be included with every product. It would be quite simple though for the customer to use the product without this part. I guess some people are scared of this for whatever reason. We ended up just sending another tiny part.
4) Customer placed a phone order for 3 Orange, but employee accidentally put the order in for Green. Shipping department accurately shipped Green. But we ended up having to replace for the Orange that customer originally wanted. This doesn't happen too often, but one option to eliminate this would be forcing the customer to order online (and only then accepting say the credit card details over the phone). But probably not worth the hassle - errors like this are rare.