We help your favorite brands keep in touch
Malomo helps Shopify retailers track packages, anticipate shipping problems, and notify customers when their package status changes. We handle the most crucial part of the post-purchase experience.
What to do if you experience a shipping problem with a Malomo customer
We feel for you—shipment problems are the worst! If you are a consumer of one of the brands Malomo works with and you have a question about a package for an order you placed online, please contact the retailer you placed your order with. In order to protect your privacy we are unfortunately unable to help you directly with a delivery issue.
Order tracking terms you need to know:
- Ready to Go: When a package is Ready to Go, it means that your shipment has been prepared by the seller, but it hasn’t been picked up by the carrier yet. It shouldn’t be too long before it’s officially shipped!
In Transit: In Transit means that your package has begun its journey and is on its way to you! However, it’s important to note that “In Transit” status does not take shipment timeframe into account. The carrier is actively working to get your package to you, but whether it will be on time or late has yet to be determined.
Stalled In Transit: This status means that your package is on the way, but it’s taking longer than expected.
Delivery Exception: A delivery exception means that your package is temporarily delayed in transit due to a variety of potential reasons such as natural disasters or issues with the mode of transportation.
Out for Delivery: Hold your breath—your package is nearly there! Out for Delivery means that your package is en route to your destination and will arrive by the end of the day barring any unavoidable delays.
Delivery Attempted: Unfortunately, this status means that the carrier tried to deliver the shipment but it ultimately could not be delivered.
Delivered: Did this need an explanation? Probably not—but it’s definitely the most exciting step in the journey (so we thought it deserved its own bullet).
What should Shopify brands do to get ahead of shipping and delivery problems?
There are a lot of different reasons for shipping and delivery problems. Some issues are as minor as a flat tire while others impact global supply chains like worker shortages and pandemics. To get ahead of shipping and delivery problems, brands can implement several different strategies.
Communication
Communication
And then when you think you’ve got it covered, communicate with your customers again. Keep your customers informed about their shipments with email notifications every step of the way.
Shipment Tracking
Shipment Tracking
Shipment tracking is the closest thing customers have to a GPS for their package. Customers check order tracking info an average of 4.6 times per order, so it’s crucial for brands to give them an opportunity to check in on their order status.
Personalized Offers
Personalized Offers
Shipping delays or damaged orders are often inevitable and out of your control, but to make it right, your brand can offer consumers discounts or gift cards for their next purchase. This route is a lot less expensive than a bad review and losing a customer completely.
How Malomo can help
84% of consumers won't shop again with a brand after one bad shipping experience—those are odds brands today can’t afford to take. At Malomo, we help brands create a premium post-purchase experience for their customers resulting in loyal brand advocates and an increase in revenue.
Malomo’s platform helps brands create a premium post-purchase experience in 4 key ways: