How to manage and respond to customer shipping complaints

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While customer dissatisfaction can have a negative impact on any business, it can be particularly damaging to e-commerce businesses. This is because buyers who are unhappy with their purchase are likely to leave negative reviews online to dissuade other potential customers from buying from the same company. In addition, unhappy customers are also more likely to share their bad experiences with others, further harming the brand’s reputation. 

As such, it is important for e-commerce businesses to do everything they can to ensure that their customers are satisfied with their purchases. Otherwise, they risk losing out on valuable repeat business and damaging their chances of success in the long run.

If you just started a business in Singapore, you may still be new to handling and dealing with customer complaints. In this article, we'll explore some tips for resolving negative feedback effectively.

How do you effectively handle customer complaints?

1. Respond quickly and politely

For any e-commerce business, common customer complaints can be anything about the products, delivery and packaging. As part of customer service best practices, it is first crucial to respond to any complaint as quickly as possible. 

Whether it’s via an email, online review or call, make it a point to first thank the customer for bringing the issue to your attention and apologise for any inconvenience caused. This sets the stage that you are committed to resolving the issue and improving your customer service. 

2. Understand the problem

The next step is to gather the necessary information that can be used to improve the products or services that your customers are unhappy with. Asking questions is a vital part of understanding customer complaints. It allows you to explore the problem from the customer's perspective, and find out what led to the complaint in the first place. Additionally, this shows the customer that you're willing to take the time to understand their situation. You can then propose a solution once you have all the facts. 

3. Resolve the issue

From there, be upfront about how long it will take to fix the problem. If the complaint is regarding a broken or defective item, guide them through your return and exchange policy. Or if they are complaining about a failed delivery attempt, quickly get in touch with your logistics provider for shipment updates and relay it to your customer. Explaining the solution not only gives your customer what they wanted – closure on the issue – but it also allows them to understand your business better, which may lead to increased loyalty down the line.

In some cases, delivery delays may be due to unavoidable circumstances, such as peak shipping seasons or bad weather. If you are using DHL Express, you can easily reach out to our customer service team for the latest status on your shipments. Simply start chatting with us via Whatsapp to get the information you need. Alternatively, you can also leverage MyDHL+ for greater convenience. Wherever you are, it is easy to raise a request to our technical support team via your mobile device and check the progress of your shipments. Either method allows you to keep your customers in the loop about their purchase and assure them that it is on its way.

4. Follow up

After addressing your customer’s complaints, be sure to follow up with them. By doing so, you show that you care about providing the best possible experience. How you manage the situation can mean the difference between a one-time customer and a lifelong advocate. You can also go the extra mile to provide a discount for their next purchase with you. Even when things did not go perfectly, this simple action can go a long way to retain customers.

5. Improve your processes with DHL Express

Any e-commerce business that wants to stay relevant and top of mind for their customers needs to continually assess how they are meeting expectations. While it is impossible to completely prevent dissatisfied customers, there are steps that you can take to minimise the risk moving forward. By understanding the causes of customer dissatisfaction and taking proactive measures to address them, you can reduce the chances of experiencing a negative impact.

From a delivery standpoint, switching providers could be the solution you need for improved turnaround times. After all, when it comes to shipping, customers expect their items to be delivered quickly and without any hiccups. With that in mind, consider integrating DHL Express’ delivery service and packaging support in your e-commerce business. Your customers can get full visibility on their parcels and even enjoy same-day delivery with DHL. Create an account with us today to get started.

For more tips, learn how you can adopt a customer-centric approach in your business, leverage automation tools and start taking the steps towards sustainability.