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How to manage your customers’ delivery expectations


Like most small and medium business owners, you put your customers and their satisfaction first, right?

Unfortunately, sometimes things happen that are beyond your control and can frustrate you and your customers. When it comes to shipping, there are many uncontrollable variables, however, understanding some common events in deliveries will help you learn how to easily manage your customers’ delivery expectations.

Unexpected delivery delays

The dreaded delivery delay is something no one wants, but unfortunately delays do happen. Delivery delays can occur for several reasons, such as:

  • Circulation – That’s right. Traffic isn’t just a headache for you. It’s also a headache for drivers trying to deliver their cargo. The car leaves with a pre-set route and heavy traffic may make the delivery person unable to stick to the route and return to the carrier with the loads.
  • Weather – Bad weather significantly affects the transport of goods. Dangerous travel conditions, road closures, terminal closures, trucks and planes that cannot travel can occur due to bad weather. If your cargo goes through an area of ​​bad weather, your cargo may be delayed to reach the customer, usually the weather conditions affect the areas which do not have good infrastructure for a longer period and the roads are impassable for a long time.
  • Strikes / Orders – As we have seen sometimes, strikes can impact the delivery time of your cargo, whether due to the logistics operator’s lack of manpower or roadblocks making the trucks unable to move, and as we recently learned from the pandemic, municipal and state orders can also prevent the carrier from being able to circulate in certain places directly affecting the delivery time.
  • Erroneous information on NF-e / packaging without identification – carriers expect the information on your invoice to be correct and the cargo to be properly packaged and labeled to complete delivery on time. If the address is incomplete or your cargo is not identified, it may delay delivery.
  • Cargo prohibited for tax reasons – SEFAZ is the body responsible for verifying the NF-e (Electronic Invoice) and the goods transported, this inspection is carried out mainly at the barriers between the States and if it is found that there is a pending tax, either by the shipper or by the recipient, the cargo will be likely to be kept by SEFAZ until payment and resolution of the pending problem, which may lead to a delay in delivery.

If any of these unexpected shipping delays occur, the best course of action is to let your customer know as soon as possible. By simply keeping communication open, your business will stand out as being helpful and willing to go the extra mile for your customers.

Damaged cargo

While carriers do their best to ensure that your cargo arrives at its destination in good condition, damage does occasionally occur. As your customer will be required to sign the shipment on delivery, the best practices to share with your customers before they sign the TC-e (proof of delivery) are:

  • Check the packaging for visible damage, such as tears in the plastic or dents in the boxes.
  • Take pictures of the package before opening it.
  • Take pictures of the damaged product.
  • Record the existence of abnormalities on the back of the CT-e for any visible damage.

If you are not using a freight management platform, you will need to make the claim directly with the carrier, so having all of the above is essential including making the reservation on the back of the CT-e, otherwise the carrier will not acknowledgment of damage and loss should be borne entirely by the recipient.

Shipping management platforms can help you manage your customers’ delivery expectations

Working with a platform like the shipping center will help you in this mission, on your dashboard you can track all your orders through the Order Tracking option, this is the perfect screen for you and your team of customer service, through it you can track and manage pending collections and deliveries, visualization of deadlines and monitoring of each order, in addition to being integrated into our call center.

Knowing where your cargo is every step of the way keeps your customers happy, even in the event of an unforeseen delay. AND Happy customers are always good for business.!

Get a shipping quote now and discover the smartest, easiest way to ship your cargo.


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