How your warehouse delivers on 5 key promises of your webshop
As a webshop, you make many promises throughout the customer journey. Think of messages like “Order before 11 p.m., delivered tomorrow” or “discreet packaging.” These promises appear on your website, in ads, and through customer service. Most of them are fulfilled in your warehouse.
That’s why your warehouse team must be aware of the promises made to customers. In this blog, we’ll show you how to fulfill five key promises through your warehouse operations.
1. Ship the correct product
The most important promise is delivering the right product. Once a customer places an order, a warehouse worker picks, packs, and ships it. Mistakes can happen during this process.
Products that look similar are often stored next to each other. For example, two green sweaters in different sizes. A moment of distraction can result in the wrong product being shipped. Using a barcode scanner and product codes helps prevent these errors.
Many warehouses use batch picking to process more orders at once. This increases efficiency, but also increases the risk of mixing products from different orders. To avoid this, it's essential to verify products right before packing, preferably using a barcode scanner. This helps ensure each product goes to the right customer.
2. Ship to the correct address
Once the correct product is packed, it needs to be delivered to the right location. Before printing a shipping label, make sure the address information is correct. Sometimes the home address is printed instead of the selected pickup point. Double-check that your system handles this properly.
Human error can also occur if multiple shipping labels are printed at once and get mixed up. It’s best to print labels one by one and immediately attach them to the correct package.
3. Ship at the promised time
Customers often choose webshops that can deliver quickly. Many stores now promise things like “Order before 11 p.m., delivered tomorrow” or “Same-day delivery.” To meet these expectations, several things must be well-organized:
- Inventory management must be accurate so that products are truly in stock.
- Enough staff must be scheduled to handle peak order volumes.
- Delivery partners must be reliable and offer the required pickup times and capacity.
Sometimes customer service makes special delivery promises, especially for pre-orders. For example, promising that an item will ship today. The warehouse must then process the incoming goods quickly to keep this promise.
4. Use the right packaging
It’s disappointing for a customer to open a package and find the product damaged. To prevent this, products need to be packaged properly. Packaging should protect against shocks, impacts, and dirt.
Some products require more protection than others. For example, glassware should be shipped in special boxes that offer extra cushioning.
5. Deliver the promised experience
A great unboxing experience can help your webshop stand out. Think of including a small gift or offering custom packaging. These types of promises can also be implied—if your webshop has a premium feel, customers expect the same from the packaging. A luxurious box and a handwritten note can reinforce this image.
If the customer has requested discreet packaging, the warehouse must ensure the order is shipped in anonymous wrapping.
In summary
Your warehouse is responsible for delivering many promises. How does your webshop handle this? Review all promises made on your website and through customer service, and make sure your warehouse is equipped to fulfill them.
Use warehouse software to ensure the right products reach the right customers. Create solid staffing and shipping plans to meet your delivery deadlines, and maintain strong communication with customer service to handle special requests effectively.
