Logistics · Process
Delivery is where repeat buyers are won or lost
Whether a buyer comes back is often decided after they pay, between confirmation and their doorstep.
LogisticsFlowLogic
Most founders spend their energy on getting the first sale. But whether a buyer comes back is often decided after they pay, somewhere between confirmation and their doorstep.
The moments that cost you
- An order is confirmed for an item that is out of stock
- The buyer has no idea when the rider will arrive
- Delivery fees surprise the buyer at the last minute
- A wrong or damaged item has no clear return path
Why it matters more than the ad
A buyer who has a smooth delivery tells others and buys again. A buyer who has to chase their order rarely does either. Every repeat sale you lose here has to be replaced with a new buyer.
Trust is kept or lost between confirmation and doorstep.
What good looks like
Stock you sell is stock you have. Buyers know the cost and timing before they pay. Updates go out without anyone typing them. Problems have a clear owner and a clear fix.
Want to go deeper? The step-by-step is in Stock and Delivery Toolkit. Related solution: FlowLogic. Not sure where to start? Try the free Digital Health Check.
VP
VervePro Consulting LtdVervePro is a Nairobi-based eCommerce consultancy that maps the processes and systems behind brands that sell online.