How to update customers of a shipment delay
Hi,
Here’s the scenario, we had an item which was due to be in stock on the 14th September, so we marked the dispatch date for then.
The items were due into the UK on our container on the 28th August and we would expect this into our warehouse on the 30th 2 days after landing, we usually allow 14 days in case of any worst case situations on getting the stock from the ports. I received a notification from the freight forwarder that the vessel which has the container on was going to be delayed till the 2nd Sept then till the 4th Sept, our freight forwarders booked this into our warehouse to be dropped off on the 7th September.
Last Monday however the container didn’t turn up, we called the forwarders and the vessel had to cut and run, this is where it drops off half the containers and then carried on it’s journey to Belgium, Gdansk, Wilmhaven and then will return to Felixstowe to drop off the remainder.
We have a back log of over 500 orders on this container and it’s now rebooked into our warehouse on the 17th Sept.
Here’s the question, is there a way to mass message the customers to let them know of the delay?
Do you think Amazon will suspend my account?
The issue is caused by the storms, but of which of had a significant impact shutting the ports for a few days. Our freight forwarders are one of the biggest global logistic companies, but it’s out of there control as well.
Any ideas or recommendations would be appreciated.
Chris
How to update customers of a shipment delay
Hi,
Here’s the scenario, we had an item which was due to be in stock on the 14th September, so we marked the dispatch date for then.
The items were due into the UK on our container on the 28th August and we would expect this into our warehouse on the 30th 2 days after landing, we usually allow 14 days in case of any worst case situations on getting the stock from the ports. I received a notification from the freight forwarder that the vessel which has the container on was going to be delayed till the 2nd Sept then till the 4th Sept, our freight forwarders booked this into our warehouse to be dropped off on the 7th September.
Last Monday however the container didn’t turn up, we called the forwarders and the vessel had to cut and run, this is where it drops off half the containers and then carried on it’s journey to Belgium, Gdansk, Wilmhaven and then will return to Felixstowe to drop off the remainder.
We have a back log of over 500 orders on this container and it’s now rebooked into our warehouse on the 17th Sept.
Here’s the question, is there a way to mass message the customers to let them know of the delay?
Do you think Amazon will suspend my account?
The issue is caused by the storms, but of which of had a significant impact shutting the ports for a few days. Our freight forwarders are one of the biggest global logistic companies, but it’s out of there control as well.
Any ideas or recommendations would be appreciated.
Chris
20 replies
Seller_NoLYurmb006tq
Basically you should not advertise stock you do not have incase of scenario’s such as this.
You now have 2 options none are pretty…
1.You message mass customers, individually A you pee them off due to not sticking to the agreement and B the likely hood is amazon will pick up that your mass messaging customers think its asking for feedback and likely either suspend or block future messages, if I got a message to say an item was going to be another couple of weeks after waiting likely hood is I would leave a poor review and order else were - so you need to weigh it up as imagine a lot of other customers will do the same
- Cancel the orders - metrics affected this way however.
Seller_64jziShTiTjOq
No, since you can only contact customers by logging into their order and clicking on the “Contact customer” button to send an e-mail via Amazon’s message centre. You will only see the customer’s e-mail address after the message has gone and it will be modified to disguise it, so even then you can’t copy and paste it to do a mass message. You also risk suspension for contacting customers outside Amazon’s messaging system
Sorry but as PeterT has indicated, you’re really stuffed. You’ll either have to send 500 individual messages or cancel all the orders you can’t yet fulfill or despatch them late. Whichever way, you’re going to get a load of dissatisfied customers, probably leading to a suspension
Seller_Rds42gzScDQFa
Wow 500 late or cancelled orders. If you have 11150 orders for the late shipment ODR period you’ll be OK but if it’s nowhere near that my thoughts are that you will get suspended. If you cancel 500 orders I think that will be an immediate suspension. Either way be prepared for lots of negative feedback.
Seller_2BrPSydGy6oyq
In which case, you have accepted the buyers offers and entered into an agreement to deliver the goods by the estimated date…
What message would you send the Customers, as the items are already marked dispatched, so not a postal/courier delay?
You can’t cancel the orders, only refund which on this volume would likely see a suspension?
No, the issue is caused by yourself marking orders dispatched for goods you don’t actually have, which is a breach of Amazon policy.
I don’t see how you get out of this screw up, other than message each buyer individually and offer them the option to request a cancellation if not happy with the delay and hope the ship does not sink before arrival at a UK port?
Seller_NoLYurmb006tq
The other way to look at it is when something goes smooth the odd buyer will leave a review… When it goes bad they nearly all make a point of ensuring they leave that one star, so let’s say 90% of the customers are fantastic and really positive people and only 10% are miffed that’s a potential 50 1 star reviews… Probably making sure you have a couple of alternative marketplaces up and running as a backup incase amazon shut you of in the interim or permanent.
Seller_9YiwyAEaQHwIA
We went to 34% late then 16% late. We messaged Amazon with the email chain showing the supply chain issues we had faced they referenced speaking to all customers.
We stayed alive, staying on to of the customer queries was hardest.
I don’t think the containers in Asia are loaded in an order, it’s just luck. Our container in the end was offloaded in Belgium and then sent on a smaller ship back to Felixstowe.
Cheers,
Chris
