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The Art of Shipping
Let’s talk shipping and the importance of the shipping process.
People place orders because they want something or they need something.
Getting the order to the customer is the most important step in the order process. Cost and speed are two important factors in this process. Most customers want cheap ground service. Customers who need it in a hurry are willing to pay for express delivery. Publish your shipping and return policy so customers know what they can expect.
Katstar offers regular UPS and FedEx rates, economy rates (fulfilled by UPS) and free shipping on orders over $100 weighing less than 15 pounds.
Since most customers shop by item price, Katstar offers products at the lowest possible price and charges what we must for shipping. We feel this is better than trying to add shipping cost to products since it will vary by destination.
Letting the customer know where their order is during the shipping process is important to customer confidence. Provide accurate tracking information. Always use a reliable service that can be tracked. This is important to both you and the customer. The customer can see where their order is and when it will be delivered. You have proof of delivery. At Katstar we send tracking information to the customer as soon as the order ships. We track the order to make sure it is delivered on time. We feel that this is an important part of our customer service.
Leaving the customer in the dark about order delivery is a sure way to turn a possible repeat customer into a “hit and run.” Meaning you will never hear from them again.
Return shipping – if it is necessary to return an order, issue an RMA or a call tag. The only time the customer pays return shipping is when they want to return an order simply because they changed their mind or just do not want it. Make the return process easy. This is also part of customer service.