Have You Ever Shipped Air?
We have. Specifically, the fresh air from a German recreational area. In compressed air cans. It was a funny start-up idea, and it went well until the time came to ship through the air. Compressed air cans under pressure in an airplane, that's not a good combination, thought the shipping service provider. We agreed, which is why we advised our customer against sending by airplane in due time.
If you ever plan to ship air, we've just saved you from making your first fulfillment mistake. You're welcome! However, this is probably a problem that only a few start-ups face. That's why we're presenting you with five common fulfillment mistakes – and tips on how to avoid them.
1. The Classic: Startup Overwhelm
Your product takes off, you're packing one parcel after another, and the cash is flowing – fantastic! But at some point, you'll hit the limits of your capacity. And the limits of your inventory. And if you can't fulfill orders, send the wrong items, or make customers wait long for their products right from the start, it causes dissatisfaction. While you can appease with vouchers, discounts, or small extras, it's better if it never happens in the first place.
Our Solution: a Thought-out Pick & Pack System
At the beginning, we also have a printed pick list that we use to retrieve your products from our warehouse. An employee works through the list and packages your items. But then our system and software come into play: Before the package is sealed and sent to the parcel service provider, it's checked at our "border station" – the last inspection point in our warehouse. We scan the pick list and then each item individually. Only when all items are securely in the package, a shipping label can be printed. Additionally, we weigh the package to confirm if the weight matches the included items.
2. Oops, Misspelled: The Address Mistake
It's the most common error in German merchandise shipping: the forgotten house number. Additionally, customers often provide the wrong country more frequently than one might expect. The classic: Switzerland instead of Italy. And how easy it is to make a typo on such a form – the street in the wrong field, the city swapped, and suddenly the package doesn't arrive anymore, depending on the service provider. Conditions are even more complicated when it's a shipment to or from abroad. The forms might look completely different, or the language barrier becomes an issue.
If the package is also supposed to be delivered to a DHL parcel station, we're not only talking about addresses but also about tracking numbers that need to be entered or written down correctly. And you surely know how quickly a number can be mistyped...
Our Solution: an Automated Address Software and Manual Verification
Similar to incorrectly packed packages, our software also prevents a shipping label from being printed for incorrect addresses. Then, we manually check if we can correct the error ourselves. For instance, if there are swapped input fields or a house number in the wrong field. If that's not possible, we notify you of the error and request you to follow up with the customer for address clarification.
3. Cracks, Bends, Tears: The Wrong Packaging
Transport damages occur repeatedly, and sometimes they can't be avoided – unfortunately, we have no control over transport and delivery. Too small or too large packaging, insufficient cushioning material (or the wrong type), or unsuitable packaging for the item's weight – the sources of errors are numerous. Nowadays, more and more customers also desire sustainable and environmentally friendly packaging without plastic. Especially if your company prides itself on being "green," it can backfire quickly if you overlook packaging considerations.
Our Solution: Always the Appropriate Packaging and an In-house Recycling System
Due to our extensive and diverse order volume, we can keep many different types of packaging in stock. This allows us to ship each of your products in a perfectly fitting box. Additionally, from years of experience, we know the best filling and cushioning materials. To ensure sustainable packaging, we recycle returned packaging materials into new cushioning material for our packages.
4. Heavy Issue: Exceeded Weight Limits
The heavier the package, the more likely a transportation damage. That's a well-known saying in fulfillment. But there are also precisely defined limits. Many service providers transport only up to a certain weight limit (usually around 30 kg) for occupational safety reasons. Often, the only option then is shipping via a freight carrier, which comes with significant additional costs.
Our Solution: Detailed and Personalized Consultation
An experienced fulfillment service provider knows from experience exactly what's feasible and how to do it. They are aware of the guidelines set by the service providers and those of individual countries for international shipments. They will also be straightforward with you if something isn't possible. While this might be momentarily frustrating (it is for us too!), imagine if you had sent out 100 packages that all come back because they are a kilogram too heavy... It has happened before, and we have found an efficient solution.
5. There and Not Back: The Returns Management
Your product has reached the customer successfully? Perfect! But what if it's not liked or no longer needed? Especially as a start-up entrepreneur, you mustn't overlook this aspect. If you haven't provided a clear returns procedure to your customers, chaos can ensue during the return process. Without a predefined return form with specific details about the product and customer, it takes true detective skills to identify the sender. In the worst case, you might have no way to associate the return or identify the customer. According to GDPR regulations, data can only be stored under very specific conditions and within tight time frames.
Our Solution: Returns Management with Expertise and System
An efficient returns management requires two things: space and structure. With 10,000 square meters of warehouse space, we can comfortably store your returns until you decide what to do next. Our proven software-based system ensures that we can quickly identify returned items. And then you simply tell us what should happen:
- return to you
- destroy
- recycle
Recently, for example, we donated leftover delivery of sleeping bags to an initiative for the homeless.
"You learn from mistakes." We find this principle to be wise, but incomplete. Because the truth is that you don't necessarily have to learn from your own mistakes. At least not from all of them. Of course, we also can't guarantee that a completely new and innovative mistake won't occur. But even in that case, we can promise:
