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Terms of delivery & shipping

by BFX
6 replies
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Hi guys,


I have a new store and first order was from a lady client who ordered stuff of few bucks and become inpatient with the delivery. She bought even 1 $ earrings with free delivery and started yelling at me that she can not wait anymore, it is too long... I delivered through EpACK who suppose to deliver in max. 15 days but the chinese had some G20 forum and they delayed up to almost 30 days delivery. I apologise thousands times but she was still furious.

Please tell me, how do you handle this on your Shipping & delivery page or how do you handle in generally?
If is somebody Shopify subscriber, how do you added couriers on your checkout page?
For example, if this lady client, would have to pay 100 $ for DHL, I do not know if she would have been so happy .. But it is good to have an alternative.
So, except Epack, what other couriers do you have on your page?
If you have to give me examples of a Delivery & Shippping Page, I would very much appreciate.

Thank you very much!
#delivery #shipping #terms
  • Profile picture of the author Splatterfox
    Originally Posted by BFX View Post

    Hi guys,


    I have a new store and first order was from a lady client who ordered stuff of few bucks and become inpatient with the delivery. She bought even 1 $ earrings with free delivery and started yelling at me that she can not wait anymore, it is too long... I delivered through EpACK who suppose to deliver in max. 15 days but the chinese had some G20 forum and they delayed up to almost 30 days delivery. I apologise thousands times but she was still furious.

    Please tell me, how do you handle this on your Shipping & delivery page or how do you handle in generally?
    If is somebody Shopify subscriber, how do you added couriers on your checkout page?
    For example, if this lady client, would have to pay 100 $ for DHL, I do not know if she would have been so happy .. But it is good to have an alternative.
    So, except Epack, what other couriers do you have on your page?
    If you have to give me examples of a Delivery & Shippping Page, I would very much appreciate.

    Thank you very much!
    Thats the problem with dropshipping. If you don't know how to do it correctly or are ready to invest some more money in it, you will get huge problems with customers. I'm absolutely sure that this is a thing which will break many E-Commerce beginners' necks in the near future, who come up with dropshipping stores using 15-40 days delivery. No customer wants this, even though they buy cheap products. Any that customers start to complain even though they knew it before is nothing new. Worst case you will have to refund, best case you will lose a customer afterwards.

    My recommendation is that you figure out good dropshipping deals or find better suppliers in this. It is absolutely neccessary that your supplier is highly reliable. If you just have a few products you might also think of buying them in bulk, or at least a reasonnable stock.
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  • Profile picture of the author BFX
    Let's not forget Aliexpress is the worldwide best supplier chosen by Forbes Magazine and it has these long delivery terms. Nobody died and the business is growing.
    I am please waiting for suggestions on a shipping and delivery page.

    Thanks.
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  • Profile picture of the author dave_hermansen
    The best you can do is spell it out clearly when someone selects their shipping. For example:

    - Standard Delivery $6.99 (15-20 business days)
    - Expedited Delivery $26.99 (5-10 business days)

    Immediately under the shipping selection section of checkout, state in BIG BOLD TYPE that all shipping time frames are estimates only and that holidays, weather and other incidents beyond your control may affect delivery times, which are the responsibility of the carrier, not the website.

    Include a paragraph in your Terms and Conditions as well as in your Shipping info pages that states that all delivery times are estimates, as well. If you really want to cover your butt, have them check a box stating that they have read the Terms and Conditions (practically nobody ever does).

    Nine times out of ten, the customer will take the cheapest option and 1 out of 20 of them will complain when it is not immediately arriving at their house. You can always point out that THEY chose the shipping time when they ordered and could have had it sooner if they had picked the other option.

    As long as you make it abundantly clear on your website how long shipping takes, it is the customer's responsibility (and choice) to accept (or reject) those delivery time frames.
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    • Profile picture of the author Splatterfox
      Originally Posted by dave_hermansen View Post

      The best you can do is spell it out clearly when someone selects their shipping. For example:

      - Standard Delivery $6.99 (15-20 business days)
      - Expedited Delivery $26.99 (5-10 business days)

      Immediately under the shipping selection section of checkout, state in BIG BOLD TYPE that all shipping time frames are estimates only and that holidays, weather and other incidents beyond your control may affect delivery times, which are the responsibility of the carrier, not the website.

      Include a paragraph in your Terms and Conditions as well as in your Shipping info pages that states that all delivery times are estimates, as well. If you really want to cover your butt, have them check a box stating that they have read the Terms and Conditions (practically nobody ever does).

      Nine times out of ten, the customer will take the cheapest option and 1 out of 20 of them will complain when it is not immediately arriving at their house. You can always point out that THEY chose the shipping time when they ordered and could have had it sooner if they had picked the other option.

      As long as you make it abundantly clear on your website how long shipping takes, it is the customer's responsibility (and choice) to accept (or reject) those delivery time frames.
      I agree, but PayPal for example can still make trouble in this case. They don't actually care that much if you are winning all the cases customers open. If they see THAT customers are opening cases regularly and in a relatively high amount (2% is already high) you are already suspicious to them.

      Don't get me wrong, I don't wanna say that dropshipping is bad and evil in general and I know that you are one of the guys knowing how to do right. But I just want to make it absolutely clear that it is way more complicated and tricky than it always sounds.
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      • Profile picture of the author dave_hermansen
        Originally Posted by Splatterfox View Post

        I agree, but PayPal for example can still make trouble in this case. They don't actually care that much if you are winning all the cases customers open. If they see THAT customers are opening cases regularly and in a relatively high amount (2% is already high) you are already suspicious to them..
        This is the main reason that we recommend that everyone have a REAL payment processor in addition to PayPal. PayPal is not regulated and is very unfriendly to merchants. There are also a whole lot of customers who have had bad experiences with PayPal that refuse to buy from a website that only accepts PayPal.

        In fact, when we are thinking about buying a website and flipping it, the first thing we look for is whether or no they only accept PayPal. Often, we can double conversions just by adding a real payment processor.
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        • Profile picture of the author Splatterfox
          Originally Posted by dave_hermansen View Post

          This is the main reason that we recommend that everyone have a REAL payment processor in addition to PayPal. PayPal is not regulated and is very unfriendly to merchants. There are also a whole lot of customers who have had bad experiences with PayPal that refuse to buy from a website that only accepts PayPal.

          In fact, when we are thinking about buying a website and flipping it, the first thing we look for is whether or no they only accept PayPal. Often, we can double conversions just by adding a real payment processor.
          Absolutely, you should definetly use more. PayPal makes sense to use since many people still feel safer with it. But credit cards and bank deposits and stuff like Amazon Payments makes absolute sense to use as well.
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