According to the State of Shipping Report, 62% of consumers expect their orders to arrive in less than three business days. To help expedite shipping, many brands have started implementing same-day/next-day delivery. That sounds like an easy fix, right?
Well, sometimes omnichannel order fulfillment teams can't fulfill same-day/next-day orders due to inventory discrepancies or other reasons. Orders go unfulfilled, which leads to increased order cancellations, poor customer service, and broken promises.
To provide a better customer experience, merchants have dedicated Customer Success Teams. The Customer Success Team wants to be on top of unfulfilled expedited delivery orders and continuously work on decreasing the order cancellation rate.
To effectively manage unfulfilled expedited orders, Customer Success Teams need a Daily Unfulfilled Expedited Orders Report. This report provides a granular view of all the unfulfilled same-day/next-day delivery orders. It also helps identify the order’s last brokered location with brokering time.
Furthermore, the report will help Customer Success Teams to evaluate the efficiency of their expedited shipping fulfillment process. Due to the large volume of expedited orders handled by an OMS daily, merchants prefer to have a daily report of all unfulfilled orders.
What the report shows
Each row is a same-day or next-day order that has not shipped yet.
- Order references: the HotWax Commerce order ID and the Shopify order ID.
- Timing: the order date plus the date and time the order was brokered.
- Where it is: the store ID of the last location the order was brokered to.
- Customer and item: the customer name, the shipping preference, the UPC or SKU, and the style, color, and size.
How teams use it
Customer success teams start the day with this list. For each order they contact the location named in the store ID column, confirm the order is moving, and reach out to the customer early if the delivery promise is at risk.
Over time, the same stores appearing again and again shows where expedited fulfillment needs more staff or better inventory accuracy.
The Daily Unfulfilled Expedited Orders Report is one of the pre-configured reports in the HotWax Commerce BI report library, which covers demand and sales, fulfillment, pre-orders, returns, and more.
User
Head of eCommerce, Vice President of Retail
Glossary
