The e-commerce world in Malaysia is vast, exciting, and promising, especially when its annual revenue is projected to grow at a compound rate of 13.26%, reaching an estimated USD 14.40 billion by 2027. Although the e-commerce sector is full of opportunities, diving into such competitive markets will require you to have more than just a good product or service.
If you’re a starting e-commerce business owner, understanding the shipping process is crucial. It may sound simple, but it’s actually more complicated than you think. Why? That’s because packaging isn’t merely wrapping up boxes and sending them to the post office. It’s about ensuring a smooth customer experience from start to finish, which can significantly impact your brand and business.
While there are other nuances to running an online business, this article will focus on the essentials of shipping for new e-commerce businesses. Without further ado, let’s jump right into it!
Product Packaging and Labelling Essentials
First impressions matter, and in the world of e-commerce, that first impression is often your packaging.
Quality first
A damaged product can lead to an unsatisfied customer. Ensuring your products are protected using quality packaging materials and reducing the chance of any transit damage is of utmost importance. Depending on your product, you may need to think about the type of boxes and bubble wrap you use or even consider custom packaging solutions that are tailored to your needs.
Label clearly
Many starters aren’t aware of the importance of shipping labels and how inaccurate or unclear labels can delay deliveries and sometimes lead to lost packaging. By ensuring addresses are legible, complete, and accurately sourced from your customers—and then clearly displayed on your packaging—you can mitigate these problems, ensuring timely deliveries and enhancing customer satisfaction.
Protip! With unpredictable weather in Malaysia, you can also laminate your shipping labels so that they stay protected.
Eco tips! – The ESG wave
As environmental concerns intensify worldwide, choosing eco-friendly packaging aligned with ESG principles — centred on environment, social, and governance—can position your brand favourably.
How to Ship Products to Customers For Small Business: Things to Consider
Different products require different shipping methods. Understanding how to ship products to customers is a blend of art and science.
Size it right
Don’t waste space or money. Choosing packaging that fits your product snugly, as overly large boxes can lead to increased shipping costs and potential product damage.
Pro tips! Consider the size of items with bubble wrap when choosing the type of packaging.
Weight matters
There are many things to consider when choosing a courier service for your business, as different carriers have different pricing models. Some might offer better rates for heavier packages, while others might be more affordable for lightweight items. But if you prefer an “as long as your item fits, the weight doesn’t matter” package, you can always check out Ninja Packs!
Building Trust With Your Customers One Update at a Time
Delivering your products is only one step in the e-commerce journey. A business’s communication strategy plays a vital role in customer retention. Excellence in post-shipping customer service is what differentiates thriving businesses from fleeting ventures.
Dispatch updates
As soon as a product is shipped, inform the customer and provide them with a tracking number (if available). This empowers them to track their package in real-time.
Expected delivery alerts
Sending reminders a day or two before the expected delivery can keep the anticipation alive and reduce the chances of missed deliveries. This can potentially avoid the inconvenience of the products being returned to you or being left at the courier’s collection point for your customers.
Handling delays
In any business, sometimes things just don’t always go as planned. Thus, in case of delays, do reach out to your customers proactively, apologise for the inconvenience and provide a new delivery estimate. It’s better that they hear it from you first rather than discover the disappointment themselves.
Additional tricks! It’s important for you to incorporate feedback mechanisms as your customers’ opinions often offer insights that no market research can. Treating feedback as a valuable resource is essential to propel your business to greater heights.
These are some of the things you can do:
- Encourage reviews: After the products are delivered, send a friendly reminder asking for their feedback. Much like Shopee (if you’re not selling your products on them already), offering incentives, such as discount codes or loyalty points, can motivate them to share their experiences.
These sorts of reviews can serve as both your resources for improvement and also a vouch for your potential customers. - Dedicated feedback channels: Your customers seem to be uncommunicative in giving you feedback? Try creating a hassle-free avenue for your customers to voice their opinions! This can be a section on your website, a feedback form, or even a dedicated email address. As long as the process is straightforward and easy to navigate, your customers will share their thoughts.
- Respond to feedback: Oftentimes, especially Malaysians, we’re so used to having our feedback ignored… This is why it’ll be so refreshing to your customers that they’ve finally found a brand that will acknowledge their feedback.
Whether it’s a compliment or a complaint, accepting their reviews and addressing their concerns will showcase your commitment to continual improvement. And most importantly, make your customers feel like you actually care.
How To Handle Damaged Packages & Maintain Trust
Building trust with your customers is a foundational step, but maintaining that trust is where the real challenge lies. Even with the best planning, unforeseen hiccups – like a torn laminated shipping label – can emerge. It’s in addressing these setbacks head-on that businesses don’t just perform damage control but seize the chance to further solidify the trust with their customers.
Immediate action
If you receive complaints about damaged or mishandled packages, it’s essential to acknowledge them promptly (once you’ve seen photos of the damaged goods, of course). Taking this upfront approach can prevent negative feedback and demonstrates that you prioritise their concerns and satisfaction above all else.
Offer a gesture
Depending on the inconvenience caused, consider offering a discount on their next purchase or give them a free shipping voucher as a token of appreciation. This approach may turn a potential negative experience into an affirmation of your commitment to them.
Opt for reliability to minimise errors
While occasional hiccups in delivery can be expected, the frequency and how your packaging is handled make all the difference. Before entrusting your products to a delivery service, it’s imperative to delve into their customer reviews. Thoroughly checking customer reviews can provide insights into a service’s reliability and efficiency.
For instance, based on feedback from our customers, Ninja Van consistently shows great care in treating their packages. With a 95% delivery success rate, it emphasises our commitment to quality service and dedication to ensure each product reaches its destination securely and punctually.
Ship Your First Product With Ninja Packs: A Game-Changer for Small Businesses
For small businesses navigating the intricate world of e-commerce, understanding how to ship products to customers can be overwhelming. But no worries, because we’re here to simplify it for you!
Whether it’s regular, padded, or a box, Ninja Packs cater to diverse shipping requirements. What’s more? The innovative all-you-can-fit policy introduced by Ninja Packs ensures businesses face no surprises when it comes to costs.
Exclusive features of Ninja Packs:
- No weight limit: Say goodbye to the traditional weight-based pricing. If it fits, it ships!
- Multiple delivery attempts: With up to 3 attempts, we ensure that the chances of missed deliveries are minimised.
- Parcel liability coverage: Be assured with coverage of up to RM200, giving you and your customers that extra peace of mind.
In the ever-evolving e-commerce landscape, ensuring product safety while delivering impeccable customer service can be a balancing act. With Ninja Biz and Ninja Packs, you have reliable partners that prioritise both.
Join hands with us, and learn more about what you should know before shipping your first product with Ninja Packs. Explore Ninja Van today!
