At Malomo, we're always looking for ways to help our merchants improve their customer retention rates. That's why we're excited to introduce Problem Orders, a new solution that identifies shipping issues and alerts customers in real-time. With Problem Orders, you can rest assured knowing that your customers will always be kept in the loop—and that they'll stick with you for the long haul.
How Problem Orders Works:
Problem Orders is a cutting-edge solution that uses carrier and Malomo data to monitor your orders and identify any potential shipping issues. Once an issue is detected, Problem Orders notifies you so that you can take action and prevent it from becoming a bigger problem. In addition, a merchant now has the ability to alert customers in real-time through our Klaviyo or Attentive integration so that they can provide feedback and avoid any negative experiences.
*Problem Orders can track 4 types of issues during the shipping process:
Delivery Attempted - This event is created based on the carrier status of “failure”, meaning the shipment could not be delivered.
Returned to Sender - This event is created based on the carrier status of “return_to_sender”, meaning the shipment could not be delivered and is en route back to the sender.
Stalled in Fulfillment - A stalled in fulfillment order is defined as an order that has been created but has not been fulfilled in the specified time frame. The default stalled in fulfillment interval is set to 48 hours. You may change this interval in the configuration panel at any time.
Stalled in Transit - A stalled in transit order is defined as an order that has been fulfilled or is in transit and has not received a scan update in the specified time frame. The default stalled in transit interval is set to 48 hours. You may change this interval in the configuration panel at any time.
Keeping your customers happy is essential to retaining them as loyal fans of your brand. But with the complexity of today's supply chains, it's all too easy for shipping issues to arise. And when they do, your customers are the ones who suffer the consequences. That's why you need Problem Orders on your side. With Problem Orders, you can avoid shipping disruptions and keep your customers informed—all while maintaining a strong retention rate.
The second benefit to merchants outside of customer notifications is the ability to analyze the merchant's carrier data. Before the launch of Malomo's Problem Orders, DTC brands had zero visibility into their carrier's performance, specifically, what carriers were resulting in an influx of WISMO customer support tickets. With Malomo's Problem Orders Reports, DTC brands can now better understand which carriers are underperforming and significantly reduce the amount of incoming customer support tickets about shipping issues.
If you're looking for a way to improve your customer retention rate, look no further than Malomo's new Problem Orders solution. We invite you to join our Problem Orders Webinar where our CEO, Yaw Aning, will walk you through a demo of the tool and answer any questions related to our brand new feature. Click here to register and add the event to your calendar.
*We recommend understanding your problem orders data for 10-30 days (depending on your volume) before creating any automated flows to your customers. This is to make sure your problem order notifications are only being sent to your customers that are impacted by above average delays.