In the midst of the pandemic, traveling to shops and malls to buy our needs is not preferred due to health risks. Thanks to our current technology, online shopping is here to serve you! There are certain people who want to use this opportunity to serve their fellow people. Some people say that greatness takes time, but who wants to get their shipments late? With the current situation of our world during the pandemic, customers delayed orders are inevitable. These delays happen most of the time during the holiday season.
For example, you find out that one customer has their order delayed. In this situation, you have two choices. One is not to say anything to them and risk creating a customer support spiral. Another choice is to update your customer about their order.
Of course, the responsible ones must update the situation of the shipment. This update must reach the customer. The purpose of the message is clear, but how are you going to deliver the message? Here are some of the best responses to customers about their delayed orders:
Table of Contents
Upfront About the Delay
Telling someone the truth is sometimes hard. It can either hurt their feelings, even yours. It might also be difficult to express all your emotions in words. The fear of hurting someone is there.
Similar to relationships, you also need to tell your customers the truth about their orders. Even though you do not have a direct relationship with them, truth is mandatory for trust. You want your customers to trust you, right?
Their responses sometimes are harsh, but it is understandable.
You do not need to find other ways to say that the customers’ orders are late. You can say it right away to deliver the purpose of the message upfront. Of course, you need to make some adjustments and explain certain things. Always remember to open your message with the purpose of the letter.
You can use the subject of the delayed order for the subject title of your email. In this way, your customers would know the purpose of your email and will continue to read it. They would also understand what you have to say.
Well done! You made your customer know the reason for your email or letter. You can use the title; we are sorry – your recent order is late. In this way, your subject is respectful and straight to the point.
Apologize for the Inconvenience
Sometimes, we do not notice whether we are right or wrong in an argument. We are vulnerable to say all our feelings in one go. There are certain times wherein we are on the wrong side. In this case, we need to apologize and find the correct words to express it.
If you are running your business, then it will always frustrate you about delayed orders. No matter how big it is, a delayed order is a delayed order. This does not only stress the customer but also yourself.
There are certain situations wherein the cause of the delayed order is not your fault. What would you do in this situation? The simple way is to apologize as soon as you find that a certain customer will have their order delayed.
This is a professional standard since your customers would know the truth sooner. Of course, you may delay it, but do you want your customers to link your business to regular delayed orders?
Offering sincere apologies to the customer due to inconvenience is necessary. It is because it is the company’s responsibility to deliver the order based on the schedule. Since there are inevitable delays, you are still required to offer your apologies to them.
You can say that you apologize for the delay of the order and that you are sorry that it caused them stress. This method raises empathy for what they are going through.
You never know the gravity of the situation of every customer. It is your duty to make them feel that you are there for them, ready to offer your services.
An example of apologizing is this statement. We apologize for the delay and appreciate your patience while we work to get your order fast. Thank you for your support!
Explanation of the Problem
Explaining something is hard for those who do not know what they are talking about. For example, you do not expect a child to discuss a lesson in Trigonometry, right? It can also be difficult for those who know the problem but do not know the appropriate words to use.
In your case, explaining the reason for the delayed problem is necessary. You are expected to explain the problem to your customers in every email or letter.
Every problem has a root. No matter if it is small or big. All issues are traceable to a single thing. Even though you must know the source of the problem, you do not have to explain its specificities.
It is helpful to acknowledge any inhibitors to the package’s delivery. You need to let the customers know what is causing their delayed orders. It is also necessary to let your customers know that you are aware of the situation and you are currently working on a solution.
Set Expectations Around the Impact
If there was a problem that happened, it is sure that emotions would pour. Then, solutions will sometimes rise. But for those who see the world from a better angle, they would ask themselves a question. What happens then? They would adapt to their surroundings and think about the future post the problem.
In your case, you have to let your customers know what comes next to their delayed orders. You have to provide them with hope and eagerness to fulfill their order. You also need to empathize with your customers. Tell them that you are looking for ways to provide expedited shipping.
You must also let your customers know how long the delay can be. The solution of your customer service team must also appear in your message. This inclusion is important for your customers to know that the solution is currently on its way.
This part of your message is the perfect place to provide answers to immediate questions. It is also important to avoid your customers emailing your company for information.
An example of setting expectations around the impact is the following statement: Our Customer Service team is also experiencing higher volume than normal. This caused longer wait times.
Reassurance is important to both parties to ensure trust from each other. You want to erase all the doubts and fears from both parties to express yourselves as a whole.
In your case, you have to offer reassurance to your customers in availing of your services. Make sure to follow the steps given in this article to grasp the perfect letter or email. You also need to make sure that you offer your heart to your customers. You also need to express your gratitude for their patience.
The goal of your email or letter is to reassure your customers. That despite the current problem, their packages will reach them. You must also be present in assisting them throughout the process.
An example of offering reassurance is the following statements: You can reference your estimated delivery date in your order confirmation email. This process is possible through the Order Status page.
You can add more since this part relies most on the company and order.
Shipping delays are inevitable in our current situation. Even though there are certain improvements, taking precautions is still the best method. Besides, the convenience of online shopping is still better than walking into a shop.
Offer solutions or steps after the delay. Ask yourself immediate questions and answer them. Use these answers to compact your message with facts that can provide hope to your customers.
The goal of your email or letter is to offer reassurance. You want them to know that you are currently in the works of a solution and that your services are great. No matter what the situation is, make sure to let them understand your capabilities.
Make sure that you must combine all the stated concepts into your letter or email. It does not have to be in order based on the article. You can mix them up! Do not limit yourself! Express what your responsible heart desires!