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If you run a small business, you probably understand that your holiday shipping process can have an outsized impact on whether customers think your business is naughty or nice. By leveraging holiday shipping best practices and tools from PayPal to help streamline operations, you may be better prepared to get your packages out on time, meet shopper expectations, and build customer relationships that last well beyond the festive season.
Here's what you need to know to set your business up for holiday shipping success.
Few things are more disappointing for a customer than a package that doesn’t arrive on time. It’s crucial to understand when you need your packages out the door to meet holiday arrival deadlines. Check each shipping carrier’s schedule to learn their recommended timelines to ensure arrival by the holidays. Share these dates on your website and be sure customer service is equipped to pass the information along to shoppers.
Not only can being prepared help you meet customer expectations, but you can also use this information to drive more sales. For instance, use the Christmas shipping deadline as an opportunity to send a reminder email or SMS to customers that the last day to mail packages is around the corner. By offering guaranteed holiday delivery by a specific date, you can spur customers to complete their orders sooner or choose you over a competitor.
Check out holiday shipping deadlines for each major carrier below. While some have not yet released this year’s dates, best practice is to use last year’s as a benchmark.
Remember that holiday shipping rates may differ from costs during the rest of the year. When do holiday shipping rates end? This varies by carrier, but you can check for an announcement from each around September of each year. USPS, for instance, uses elevated holiday shipping rates through mid-January.
Different customers will have different expectations when it comes to delivery timelines. Make sure you clearly state your shipping practices, prices, and options to ensure there is no unexpected miscommunication. This lets customers factor in delivery dates when determining whether or not to take advantage of a free shipping promotion or if they should pay extra for expedited delivery.
Another holiday shipping best practice is to clearly state if you offer the following services:
One of the best holiday shipping tips for retailers is to use the months leading up to Black Friday to perfect your shipping process so you're ready to go once the holiday season kicks off. An efficient process includes:
There's nothing worse than having a record day of sales only to discover that you have no way to get all those orders out the door. To avoid being caught without necessarily packing supplies, take time in the months before the holiday season to stock up on packaging materials like tape, boxes, labels, protective wrap, printer paper, and invoice slips.
Keep in mind that this is the time of year when your customers may expect shipping options like gift wrapping or themed shipping boxes. If you don't normally offer those options, consider dedicating space in your shipping department where you can wrap presents for an extra fee. Not only will this help you improve the customer experience, but it can be an easy way to drive extra revenue.
One of the top questions customers have about their online order is: “Where is it?” That's why no list of holiday shipping tips is complete without the reminder to share package tracking codes with customers as soon as an item has shipped.
By providing tracking information with every order, you can keep customers in the loop while reducing the number of inquiries from customers who worry their package is lost. These days, online tracking is typically included at no charge by USPS, UPS, and FedEx. If the total sale is $750 or more, add signature confirmation to confirm your customer received their order — the nominal expense is well worth it, plus it's a PayPal requirement for Seller Protection (limits apply).
While the hope is that everyone loves your products, the reality is customers will sometimes want to return their order to get a different size, color, or simply because it's not quite what they thought it would be.
To prepare for the inevitable, make sure you clearly state your holiday return policy, including any cost to return items like a shipping charge or restocking fee. Depending on your business and products, you may consider offering free returns as a way to give customers more confidence when placing an order.
Because returns can be costly, here are a few ways to reduce your return volume:
Preparing for holiday shipping can be a tall order for small businesses, but with the right information and supplies in hand, you’ll be ready to fulfill orders all season long. Starting early and communicating expectations clearly with customers can go a long way toward ensure your success.
If you have holiday shipping questions or need other ecommerce shipping tips, the US Postal Service likely has the answer. The USPS FAQ portal offers helpful information to help you deliver a winning customer experience. Below are answers to key questions small business owners may need to know to plan for holiday shipping:
In partnership with three expert business owners, the PayPal Bootcamp includes practical checklists and a short video loaded with tips to help take your business to the next level.
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