Should Our Cart Offer Express Ship Options?

[jsinger]

We have a fixed charge for UPS ground delivery no matter how large the order or how far it is going (We only ship USA). Customers who want faster delivery are told to phone us. Perhaps our products are boring, but customers seem content to wait when they learn the cost. Perhaps 5% mention Next Day Air or 2nd Day. Maybe 1% actually go for it.

One problem is that we sometimes don't have all items in stock. Getting products from the factory can take a week or more. (we want customers to phone so we can check whether we can get it right our)

*How do you handle paid express delivery when you don't have the product? Do you still charge?

*What % of your customers elect to pay for express shipping via your cart or by phone?

We make a little money on shipping, so I'm wondering whether we are missing an opportunity by not encouraging express orders.

[kodaks]

Greetings jsinger,

*How do you handle paid express delivery when you don't have the product? Do you still charge?

I personally have the policy that when we ship, we charge. This way it may eliminate potential problems, like the customer saying "Why am I being charged for paid express when it came late?".

I handle paid express delivery problems when I don't have the product in stock by:
-Refunding the paid express delivery amount the customer paid
-Offer the customer a deep apology
-Offer the customer the right to cancel the order without penalties/fees
-Ship it free, or give them a coupon so they come back at a later date

*What % of your customers elect to pay for express shipping via your cart or by phone?

My website (which sells books), receives orders via:
-Online (60%)
-Telephone (20%)
-Mail (15%)
-Fax (5%)

My company is based on the internet, but my online orders are substantialy lower than most other sites.

I hope this helps, and have a great day :)!

[jsinger]

"*What % of your customers elect to pay for express shipping via your cart or by phone?"

I meant that of the customers who buy (either by cart or phone) how many elect express shipping versus ground shipping?

In our case, only about 1% want some kind of higher cost express delivery

[kodaks]

About 40% of phone customers order paid express shipping. 20% do paid express via the cart.

[sun818]

> we sometimes don't have all items in stock

Just in time inventory - seems a lot of small shops are doing this. For express mail, some customers do want the next day. If that is the case, I will refer the customer to a competitor that has the same product in stock via an affiliate link.

Other times I explain to customer it takes two business days to process so they understand that Overnight really is 3 day service. Some do not mind that, others will mind and will usually accept Ground service at a dicount if the buyer is not in a true rush.