As more businesses ship goods around the globe, there is a major concern over misrouting, a major complaint from consumers. If you are a shipper, the last thing you want is to have your shipments misrouted. This means your customers will have to wait longer for the error to be rectified. This can lead to a bad reputation in your industry and a loss of business.Worse still, the customer will not blame the freight company, but your company. At the end of the day you end up losing a loyal customer because of the oversight of one person in the shipping process. As a shipper, you have to strive to ensure all goods are delivered within the stipulated timeline.
Why Misrouting Occurs
If you are expecting a parcel and you receive a message indicating the shipment has been rerouted, you can understand how frustrating this can be. In some cases you might be waiting for the parcel for an urgent purpose. For instance, if you are waiting for branded t-shirts for a product launch, the last thing you want is a delayed delivery due to misrouting.
Timely delivery of parcels is an easy way to increase customer satisfaction, which in turn leads to higher ROI. Below are the three main causes of misrouted parcels.
- Bad/Incorrect Address Information
When shoppers are provide their address information, they can make mistakes. These oversight will eventually lead to misrouting because the carrier can only do what it’s told. The parcel will find its way to another person or business, and this might be hundreds of miles from the correct destination.
A problem with a transposed street address or a missing street name can lead to misrouting and, while these issues are not caused by the shipper, it is crucial to inform the customer about the problem as soon as possible.
- Human Error
The World Customs Organization (WCO) has, over the last two decades, advocated the adoption of technological solutions in shipping to avoid human errors. However, there are logistical activities that still require human effort and this is where errors can occur, leading to a misrouted shipment. Simply loading a parcel in the wrong container or forgetting to load on time will eventually lead to misrouting and delivery delays.
- Automated Misrouting On Conveyors
Even the most optimized conveyer belt system can cause a misrouting. Every technology can develop a flaw, especially while handling thousands or millions of shipments over time. For example, when multiple parcels with similar labels are being sorted on the same conveyer belt, it is not uncommon to have a case of misrouting. This can only be discovered later, en route to or after delivery.
There are many other reasons for a misrouted parcels. Shippers and carriers must be proactive to solve problems and inform customers in time. More importantly, the problem should be resolved quickly to avoid losing a customer. Throwing in a free shipment or other valuable offer never hurts! Keep your valuable customers happy, especially with social media at their fingertips. The more information you have on your packages, the faster you can act when a shipment goes missing.