Delivery Time
Delivering your packages on time is essential to uphold a great delivery experience. By setting a reliable timeframe, you’re not only setting expectations but also building trust.
- Provide accurate and reliable delivery times that align with customer expectations.
- Set delivery times per country of delivery.
- The difference between min and max delivery days should never be more than 3 days.
Tracking Information
To make sure customers can track their delivery in a smooth way, include both the carrier and a valid tracking ID when fulfilling your orders. This creates a better customer experience, and customers are able to to follow the status of their orders every step of the way.
- Always report the Tracking ID and Carrier Info when fulfilling orders. This can be done manually or through integration with your system.
- Make sure the Tracking ID is linked and ready for action when the order leaves your warehouse.
Delivery Communication
Communication is key, especially when it comes to deliveries. Let’s keep customers in the loop with up-to-the-minute details about their orders:
- Carrier Service Alerts: Use a carrier that sends customers a text message with the exact pickup location and time for their parcel.
- CDON’s Role: We don’t provide customers' email addresses, all shipments therefor need to be booked to the customer's phone number in order for the customer to be notified correctly by the carrier. Make sure you use a carrier that can send notifications via text message!
Do you ship parcels with GLS?
To guarantee your customers receive timely delivery updates and their parcels without delay, please ensure the following when using GLS as your carrier:
- Accurate Carrier Reporting: Verify that GLS is correctly selected as the carrier when fulfilling orders. This ensures customers receive accurate tracking information.
- Correct Phone Number Format: Always include the recipient's phone number with the correct country code (e.g., +467XXXXXXXX). This is crucial for customers to receive SMS delivery notifications from the last-mile carrier.
Why this is important: CDON does not share customer email addresses with merchants, making SMS updates the primary method for delivery communication. Incorrect phone numbers can lead to undelivered parcels, returns, customer complaints, and delays, ultimately frustrating your customers.
Order Tracking via Ingrid
Ingrid enable customers to track their orders directly through CDONs on-site widget linked in their delivery confirmation email.
To make sure customers can track their delivery in a smooth way, include both the carrier and a valid tracking ID when fulfilling your orders. CDON will then send tracking information to the customer, including details about the delivery and where and when to pick up the parcel.
Providing the carrier and tracking ID at the time of fulfillment is crucial - either manually or via integration - to ensure a smooth customer experience.
Need to get in touch with a customer regarding their delivery?
If you need to get in contact with a customer of yours you can contact CDON’s Customer Service and we will make sure the message reaches the customer. Remember to always quote the order number when you contact customer service so that they can resolve the case quickly and easily.
Email: order@cdon.com