Problem Orders

Keep your customers informed and happy by proactively communicating shipping issues.

You can’t control shipping delays, but you can control how you communicate with your customers. Turn a poor shipping experience into a positive one by sending personalized, timely notifications about delayed or stalled shipments.

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Improve your repeat purchase rate

A powerful retention lever is a shipping experience that informs and delights your customer.

Identify problem orders in the Malomo dashboard and trigger problem events that are sent to your integrated apps like Klaviyo or Attentive. Use our custom problem events to alert your customers with a personalized and segmented experience that will provide shipping updates and help reduce the amount of 'Where is my order' tickets coming into your support queue.

Trigger Event

Stalled in Fulfillment

At some point, every business will experience an order that gets stalled in fulfillment. This can be frustrating for customers, who may not be aware of the issue until they try to track their order and find that it hasn't moved. Automatically notifying customers of a stalled order can help keep them in the loop and avoid any misunderstandings. By sending an email or SMS as soon as an order is stalled, you can let your customers know what's going on and provide them with an estimated timeframe for when their order will be back on track. This way, they can have peace of mind knowing that you're on top of the situation and working to get their order to them as soon as possible.

Trigger Event

Stalled in Transit

Your customers trust you to deliver their orders on time and in good condition. When an order is stalled in transit, it can damage that trust and jeopardize your retention rates. That's why we built the stalled-in-transit problem orders event to notify your customer as soon as possible when their order is stalled after fulfillment. You can set up a Klaviyo or Attentive flow that will proactively send an email or SMS when an order is stalled in transit. This way, your customers can rest assured that you're on top of the situation and working to get their order to them as soon as possible.

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Trigger Event

Delivery Attempted

Anyone who has ever run a DTC brand knows that failed deliveries are inevitable. No matter how well you plan, there will always be times when a carrier fails to deliver on time or to the right address. However, developing a system that catches delivery failures can help you identify and fix cracks in your sales and logistics process. By tracking failed deliveries, you can see which carriers are consistently having problems and take steps to address the issue.