Every eCommerce brand knows that customer experience and feedback can determine the overall success of a business. That is why providing customers with the most convenient ways possible to browse, shop, and receive products is a top priority for businesses across the globe. A key element in cultivating an excellent customer experience is a seamless shipping and delivery process – with 70% of consumers claiming that convenience has a major influence on their decision-making when it comes to shopping online.

Shipping and delivery are two of the most important aspects of any eCommerce business and are often interchanged due to their near similarity. Let’s take a look at how they differ from one another:

If you made a purchase through an online store, you’ll likely receive one or two notifications on how and when your items will be prepared and dispatched for delivery – this is the shipping process.

So, your items have been packaged and you got a notification regarding how long it will take to receive your parcel. Delivery is quite simply the transportation of products from one place to another.

Now that we’ve established the difference between shipping and delivery and their roles in shaping a good shopping experience, it’s time to think about how to maintain their effectiveness. Setting up a shipping and delivery policy is a great place to start.

As an eCommerce business owner, you might have been met with a flurry of inquiries regarding shipping and delivery ranging from costs to duration. The bigger your business gets, the less likely you will be able to address your customers’ questions and concerns. Like any store policy, having a shipping and delivery policy can be a big help in bridging the gap between your brand’s growth and your customers’ concerns.

Although in most countries shipping and delivery policies are not required by the law, it is highly recommended that you consider implementing one because of the benefits that come along with it, not only for your brand but for your customers as well.

Store policies are instituted to protect the interests and welfare of both retailers and consumers. It can also demonstrate your reliability and transparency and encourage customers to build confidence in your brand. 47% of consumers say they prefer stores that provide clear and accurate information on the shipment and delivery processes. A shipping and delivery policy should be able to answer any question that a customer might ask during their relationship with your brand, as well as set their expectations – enabling you to easily mitigate any issues that may arise without disrupting other business operations.

Store policies are not just informational bodies of text – they are also testaments to your brand’s integrity and respectability. A good eCommerce shipping and delivery policy takes time to construct and requires careful study as it should be able to clearly and concisely communicate everything there is to know about your store’s shipment and delivery processes. There are two things to consider when drafting an eCommerce shipping and delivery policy – information to cover and how to present them:

Before you start churning out words for your draft, think about what you want to achieve with your eCommerce shipping and delivery policy. In most cases, online stores take this as an opportunity to answer any possible question that shoppers may throw at them. The purpose of a shipping and delivery policy may vary depending on the nature of your business, but we are going to dive into the most common key points:

If your store offers an array of shipping options, dedicate a section in your policy for them and how they differ from one another to help your customers decide which methods would best suit them. Be sure to include the different shipment and delivery processes, timeframes, fees, and other pertinent details.

Make sure to disclose the different shipping costs to give customers the opportunity to make an informed decision before purchasing anything. This is also a great way to show transparency and dedication to your customers’ shopping experience. Don’t forget to mention if there are any additional taxes or fees.

Depending on where your company is located, you should inform customers of possible shipping restrictions. Some countries have laws that may prevent the shipping of particular items.

Sometimes, packages get lost before being dispatched or while in transit. It would be a relief to customers if you can walk them through how you address incidents such as this. Don’t forget to provide information on how customers can reach out to you regarding products that have been lost on their way to them.

Along with missing products, returns and refunds are also an inevitable part of managing an eCommerce business – to the extent that most online stores have their returns and refunds policies to protect them and their customers. If a customer is not satisfied with their purchase, chances are they may want to return it and ask for either a refund or an exchange. Include details on how your store approaches dilemmas such as this, as well as how your shoppers can contact you concerning returns and refunds.

When it comes to writing policies, it is vital that you think about how you can best present information. Before anything else, you may want to consider enlisting the help of professionals to help you gain an insight into how you can tailor your eCommerce shipping and delivery policy to align with your goals as well as the well-being of your customers.

Your top priority when writing a shipping and delivery policy is to make sure that you deliver information as clearly and concisely as possible. You should be able to delve into important details in a straightforward manner that will eliminate any need for customers to ask further questions. While writing your shipping and delivery policy, try to look at it from the perspective of your clients. What are the possible issues they may come across while getting their orders processed? How long will it take if they request a refund? Doing this will show customers that you care deeply about their experience and help you strengthen your relationship with them.

Be careful with using highly technical terms that may leave your customers bewildered. Your goal is to impart information, not entertain readers. Policies are no place for slang words that could mar the image of your brand. Keep it simple yet eloquent, to demonstrate your eCommerce business’ credibility.

A good eCommerce shipping and delivery policy can cause a ripple effect in the growth of your online store. From being a means to ensure the welfare of your shoppers and their experiences, it can become a way for you to build your clientele and expand your presence. By taking the time to install a shipping and delivery policy, you can earn the respect of your customers and keep them coming back.