Top Ten Strategies for Your Post Purchase Process

Everything you need to know about improving the post-purchase experience

Shipping Notifications2

Top Ten Strategies for Your Post Purchase Process

Having a rock-solid post-purchase process is crucial for ecommerce companies because it’s the key to turning a one-time buyer into a loyal customer. After the excitement of making a purchase, customers want to feel confident that their order is in good hands. Quick and clear communication, timely shipping updates, and an easy return process all contribute to a positive experience. When customers are kept in the loop and feel supported, they're more likely to come back for more and spread the word about your brand. Plus, a smooth post-purchase experience helps build trust, which is essential for long-term success in the competitive ecommerce world.

In this article, we've put together 10 key things you need to consider for an amazing post purchase.


  1. Order confirmation

  2. Shipping updates

  3. Delivery experience

  4. Post-delivery communication

  5. Customer support

  6. Feedback and reviews

  7. Loyalty and incentives

  8. Personalized recommendations

  9. Engagement and content

  10. Continuous improvement (of your products and experience)

OK, deep dive time...Here are the top ten strategies to build an effective post-purchase process:

1. Order Confirmation

Immediate Confirmation: Send an order confirmation email as soon as the purchase is made. Include order details, estimated delivery time, and contact information for customer service

Personalization: Personalize the email with the customer’s name and details about the purchased items.

Learn more about the order confirmation email:

2. Shipping Updates

Regular Updates: Keep customers informed about the status of their shipment with regular updates at key stages (e.g., order received, order processed, order shipped, out for delivery, delivered).

Tracking Information: Provide tracking numbers and links to track their order in real-time.

Tracking Page: Create a branded tracking page on your site so you aren’t wasting 15-20% of your web traffic by pointing customers to a carrier tracking page.

Shopify shipping notifications are the most popular type of shopify notification emails sent to customers on the platform. These automated notifications keep customers informed about the progress of their orders. From the moment an order is placed until it reaches the customer's doorstep, shipping notifications provide real-time updates on important details such as shipment tracking numbers, expected delivery dates, and any potential delays in transit. Merchants build trust and strong relationships with their customers by keeping them informed about their purchases.

Learn more about shipping updates and branded order tracking:

3. Delivery Experience

Timely Delivery: Ensure that the delivery times are accurate and strive to deliver within or before the estimated window.

Unboxing Experience: Enhance the unboxing experience with branded packaging, thank-you notes, or small freebies.

Learn more about creating the ultimate delivery experience:

4. Post-Delivery Communication

Delivery Confirmation: Send a delivery confirmation email once the package is delivered.

Follow-Up: After a few days, send a follow-up email to ensure the customer is satisfied with their purchase. Include options for providing feedback or contacting customer support.

Learn more about delivery confirmation notifications:

5. Customer Support

Easy Returns and Exchanges: Make the return and exchange process straightforward and hassle-free. Clearly outline the steps on your website and in your communications.

Responsive Support: Provide multiple channels for customer support (email, chat, phone) and ensure that queries are answered promptly and helpfully.

Learn more about post purchase support:

6. Feedback and Reviews

Request Reviews: Encourage customers to leave reviews on your website or other review platforms. Offer incentives like discounts on future purchases for leaving a review.

Survey: Send out a brief survey to gather feedback on their shopping experience. Use this feedback to improve your processes.

7. Loyalty Programs and Incentives

Rewards Programs: Implement a loyalty program where customers can earn points for every purchase, which can be redeemed for discounts or special offers.

Exclusive Offers: Send exclusive discounts or early access to new products to past customers.

Learn more about ways to increase loyalty members:

8. Personalized Recommendations

Product Suggestions: Use data from past purchases to recommend complementary or similar products.

Personalized Content: Send personalized emails with product recommendations based on their browsing and purchase history.

9. Engagement and Content

Educational Content: Share content related to the purchased product, such as how-to guides, care tips, or usage ideas.

Community Building: Invite customers to join your social media communities or participate in online events or webinars.

10. Continuous Improvement

Analyze Data: Regularly analyze customer feedback, reviews, and post-purchase behavior to identify areas for improvement.

Adapt and Evolve: Continuously refine your post-purchase processes based on the insights gathered from customer interactions and feedback.

Shipping Reporting: A Guide for Ecommerce Brand Operators

By implementing these strategies, an ecommerce brand can create a seamless and positive post-purchase experience that not only satisfies customers but also turns them into loyal advocates.

More resources on improving your post-purchase experience:

E-Book: The complete guide to the ultimate post-purchase experience for Shopify brands

Using Post-Purchase Upselling to Boost Shopify Sales

5 Ways to Create a More Seamless Customer Journey on Your Shopify Store

8 BFCM Strategies to Impress and Retain Holiday Customers

Post Purchase Klaviyo Automations You Need To Retain More Customers

How To Calculate The Repeat Purchase Rate: A Step By Step Guide

The Ultimate Guide to Ecommerce Fulfillment

Twillory crushes post-purchase goals while generating an extra $15K/month

Olipop and Malomo Create A New Kind of Post-Purchase Experience

E-book: Three Ways Marketers Can Instantly Improve Their Post Purchase Experience

E-Book: Master the post-purchase journey

Examples of shipping notifications

If you're a visual person, check out our resource library with some examples of email & SMS shipping notifications!

Briogeo em

Briogeo tells their customers their order is shipping soon! What's their open rate and CTR on these transactional emails? 59% and 33%. Check out how they get those results

Check out how they get those results
Soylent subscriber

Soylent sends their subscribed customers their segmented Shipment Fulfilled email. Note their highlight of their referral program in their email!

Read More
Mudwtr out for delivery sms

MUD/WTR let's their customers know their order is out for delivery through the Malomo x Klaviyo integration.

Honeylove delivered sms

Honeylove sends their customers a transactional sms through our Klaviyo integration to let them know that their order has been delivered!

Want to see what branded order tracking can do for your ecommerce brand?

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