5 Best Practices for eCommerce Shipping & Fulfillment


E-commerce has revolutionized the way people shop, and shipping and fulfillment have become integral parts of the online shopping experience. But with so many options available to consumers, it can be challenging for eCommerce businesses to stand out from the crowd. 


In this blog post, we’ll delve into five best practices for eCommerce shipping and fulfillment that will help you improve customer satisfaction, reduce support requests, and increase sales.


  • Free Shipping is a key differentiator: Who doesn’t love free shipping? According to a Shopify, 80% of consumers say that free shipping is the most important factor when making an online purchase. Moreover, 58% of consumers say they will add more items to their cart to qualify for free shipping. Offering free shipping can be a powerful way to attract and retain customers. But if it’s not feasible for your business, don’t worry. You can still offer flat-rate or discounted shipping options, as long as you’re transparent about shipping costs throughout the checkout process. 
  • Keep your customers in the loop with tracking information: Customers want to know where their package is at all times. In fact, 90% of consumers say that they actively track their shipment while 20% customers track it more than once a day. Providing accurate and timely tracking information can increase customer satisfaction and reduce support requests. SMS updates are the preferred tracking method for 70% of consumers. Additionally, offering email updates and push notifications can be effective as well. 
  • Offer Multiple Delivery Options: Consumers have different preferences when it comes to delivery options. Some may prioritize faster delivery options, while others may prioritize cost or convenience. Offering multiple delivery options can help you meet the needs of different customers and increase customer satisfaction. According to a survey by UPS, 63% of consumers have abandoned a purchase because the delivery time was too slow. Moreover, 56% of consumers say that same-day or next-day delivery is important to them. Offering expedited delivery options can help you capture these customers and increase sales. 
  • Packaging and presentation can keep your customers coming back: Packaging and presentation can have a significant impact on the customer experience. In fact, 52% of consumers say that they are more likely to make a repeat purchase from a retailer if their order arrives in premium packaging. Investing in high-quality packaging materials and incorporating branding elements can help create a positive customer experience. Additionally, providing a personalized message or a small gift can help you stand out and create a memorable experience for customers. 
  • Streamline Your Fulfillment Process: Efficient fulfillment is essential for a successful eCommerce business. Slow or inaccurate fulfillment can lead to negative customer experiences and increased support requests. Streamlining your fulfillment process can help you reduce costs and improve customer satisfaction. Implementing automation can help you automate processes such as order processing, inventory management, and shipping label generation. Additionally, integrating your eCommerce platform with your fulfillment center can help you streamline your operations further.


In conclusion, shipping and fulfillment are critical components of a successful eCommerce business. By implementing these best practices, you can create a positive customer experience and grow your eCommerce business. 


Offering free shipping, providing accurate tracking information, offering multiple delivery options, focusing on packaging and presentation, and streamlining your fulfillment process are all effective strategies that can help you stand out in a crowded market. Don’t let shipping and fulfillment be an afterthought – prioritize these aspects of your business, and you’ll reap the rewards.

D2C Unlocked Chapter 7 : AAMAR Kolkata


India has technologically evolved over the years with more people using the internet and smartphones, the country is now witnessing a rise in online buying despite previously being skeptical about eCommerce – even in non-metro cities.


We were in Kolkata for Chapter 7 of D2C Unlocked, following six successful previous events. 


In our first Kolkata Chapter, D2C founders had the opportunity to connect with their peers and other industry leaders, as well as gain valuable insights from experienced professionals in the industry.


This time around, our speaker panel featured industry leaders, including Sunil Saha, the founder of Blue Tea, Udayan Bubna, the co-founder of Miss Chase, Aishwarya Biswas, the founder of AULI, Sujata Chatterjee, the founder of Twirl.Store and Anurag Agrawal and Aditi Murarka, the founders of Nestasia – moderated by Megha Mathur of Simpl. 


They shared their experiences and knowledge on building a successful D2C brand. They discussed the strategies and insights that helped them stand out among other brands and attract customers.



The AHA Moments


These are different stories of how successful businesses were founded, and each of them had their “aha moment” or realization that led them to start their business.


Blue Tea is a company that initially struggled to find its unique selling point. They believed that their product wasn’t very distinct, but they still wanted to launch it as it was the most affordable option. After launching in India, the USA, and Europe, they eventually achieved a valuation of 100 crore. It’s possible that their “aha moment” was realizing that they could succeed even without a completely unique product, as long as they found a way to market and sell it effectively.


Aishwarya, the founder of AULI, wasn’t enjoying her previous job but was passionate about skincare. People often asked her about her glowing skin, so she decided to turn that passion into a business. Her “aha moment” was likely when she realized that she could combine her love of skincare with her desire to start her own business.


Sujata had too many things piled up at home and wanted to put them to better use. She realized that upcycling products done by rural women could be a viable business idea, and it’s now embraced by consumers and organizations in bulk. Her “aha moment” could have been when she realized that she could solve a common problem in a way that was sustainable and socially responsible.


The founders of Miss Chase initially wanted to launch a lingerie brand but never got to selling that. Their “aha moment” came when they transformed from one brand to a house of brands. This allowed them to leverage resources, partnerships, and strategies to build more than one brand. Their realization was likely that diversifying their offerings could lead to more success than focusing on just one product.


Finally, the founders of Nestasia had a love for home decor, which eventually led them to start their own business after setting up three homes from scratch. Their “aha moment” could have been when they realized that they could turn their passion into a profitable business idea.



The challenges of building a brand in Kolkata 


Building a direct-to-consumer (D2C) brand in Kolkata, like in any other city, comes with its own set of challenges. One of the major hurdles is changing the traditional mindset of consumers who are more accustomed to buying from brick-and-mortar stores. This requires investing heavily in marketing and creating brand awareness to generate demand and establish trust among consumers.


Another challenge is the increasing competition in the D2C space. With the rise of e-commerce platforms, more brands are entering the market, making it harder to stand out and attract customers. This means that companies need to be innovative in their marketing strategies and find ways to differentiate their products from the competition.


However, Kolkata also presents many opportunities for D2C brands. It is a large and growing market, and the city has a strong entrepreneurial ecosystem with support from government agencies, accelerators, and incubators. This support can help new brands overcome the challenges they face and scale their operations quickly.


A significant challenge for D2C brands in Kolkata is finding and retaining skilled manpower. Many brands struggle to find and afford skilled talent that can help them scale their operations efficiently. This can result in delays in production, fulfillment, and customer service, which can harm the brand’s reputation and bottom line.


In summary, while building a D2C brand in Kolkata has its challenges, there are also opportunities to grow and succeed. To overcome these challenges, brands need to focus on building a strong brand identity, differentiating themselves from the competition, and finding innovative solutions to production and manpower challenges.



On Being Successful in Marketplaces


If you want to crack the marketplace game and become a successful seller, there are a few tips to keep in mind:

  1. Find your superstar product: In most cases, 99% of your sales will come from less than 1% of your products. That’s why it’s important to identify your superstar product, the one that drives most of your sales. Focus on promoting and improving that product to maximize your revenue.
  2. One or two products can make a major difference: Sometimes, a single product can make a huge difference in your sales. Keep an eye on the performance of each product and identify the ones that have the potential to become bestsellers.
  3. Listen to customer feedback: Customer reviews can provide valuable insights into what your customers like and dislike about your products. Use this feedback to improve your products and tailor them to your customers’ needs. Also, make sure to showcase your products in the best light possible through high-quality images and descriptions.
  4. Be patient: Building a successful marketplace business takes time and effort. Don’t expect overnight success, and be willing to put in the work required to grow your business. Stay persistent, continue to analyze your performance, and adjust your strategy as needed.



Solving for cold starts and building trust


When you’re starting a new business, one of the biggest challenges you’ll face is building trust with your potential customers. Here are a few tips to help you solve for cold starts and get people to trust your product when you’re starting out:

  • Content is a key driver of traffic: Creating high-quality content, such as blog posts, social media updates, and videos, can help you attract new customers and build trust with them. By providing valuable information and showcasing your expertise, you can demonstrate the value of your products and services and establish yourself as a trusted authority in your industry.
  • Trust takes time to build: Building trust is not something that happens overnight. It takes time, effort, and consistency to establish a good reputation and earn the trust of your customers. Focus on building a strong brand identity, providing excellent customer service, and delivering on your promises to create a positive customer experience.
  • Initially, a lot of COD orders: When you’re starting out, many customers may prefer to pay cash on delivery (COD) instead of paying upfront. This is because they are not yet familiar with your brand and may be hesitant to trust you with their money. Offering COD as a payment option can help you win over these customers and build trust over time.



Leveraging content


Using content as a mover is an effective way to drive traffic to your online store, build credibility, and establish a strong brand identity. Here are a few ways that content can help you achieve these goals:

  • Builds credibility: Creating high-quality content, such as blog posts, videos, and social media updates, can help you establish your expertise and build trust with your audience. By sharing valuable information and insights, you can demonstrate your knowledge and establish your brand as a credible authority in your industry.
  • Listening to your customers: Paying attention to customer feedback and using it to inform your content strategy can help you create content that resonates with your target audience. By understanding what your customers want and addressing their pain points, you can create content that is both informative and engaging.
  • Making people love themselves more: Ultimately, people don’t love brands – they love themselves. To succeed in the marketplace, your product or service must make people feel good about themselves and enhance their lives in some way. By creating content that focuses on the benefits of your product or service and how it can improve people’s lives, you can create a strong emotional connection with your audience and build a loyal customer base.



Key takeaways:

  • Building a direct-to-consumer (D2C) brand in Kolkata comes with challenges, including changing traditional consumer mindsets, increasing competition, and finding skilled manpower.
  • To be successful in a marketplace, focus on identifying and promoting your superstar product, listening to customer feedback, and being patient.
  • To build trust with customers when starting a new business, focus on creating high-quality content, building a strong brand identity, and offering cash on delivery as a payment option.
  • Using content as a mover is an effective way to build credibility, listen to customers, and make people love themselves more.