IndieCommunication: Online Order Fulfillment and Shipping

Here’s the IndieCommunication e-newsletter for Friday, April 24:

Problems or Questions About Ingram CDF Orders?

If you are fulfilling your website orders via Ingram’s Consumer Direct Fulfillment (CDF) and you run into difficulties or have questions about an order, PLEASE do not call Ingram to get it resolved. First go to the Ingram fulfillment FAQ on BookWeb. We also have a great video on this topic. If neither the FAQ or the video answer your question, email [email protected].

PayPal Is Now a Payment Option for Ingram-Fulfilled CDF Orders

Many customers prefer to purchase items online using PayPal. PayPal offers additional online fraud protection for its users, so customers who are not familiar with your store may feel more comfortable about making a purchase. You can now offer your IndieCommerce or IndieLite customers the option of checking out with PayPal for orders that are being fulfilled by Ingram CDF. For more information, contact [email protected].

Shipping Issues With Online Orders

Some online orders are experiencing shipping delays or getting damaged or lost in transit. To avoid customer confusion following their purchase, give a detailed description of your available shipping options during checkout. For example, if the order is being fulfilled by Ingram CDF and it is being shipped by Media Mail, you might want to mention that it is not insured and there is no tracking. For USPS Priority Mail, the package is insured for up to $50 and has tracking. Here are two examples of shipping option descriptions that you might want to consider on your checkout page:

• Media Mail (2-10 days) - Uninsured/No tracking
• Priority Mail (1-3 days) - Tracking/Insured

Repeat this format for each type of shipping option that you offer:

• Name of shipping option (Estimated delivery time) - Insurance?/tracking?

Clearly identifying what each shipping option offers will make it easier to address issues that may come up after the customer’s order is shipped. If you know that there are going to be delays in shipping, you might want to include some custom text on the “Checkout Complete” page that brings that information to the attention of your customers. For more information, visit the IndieCommerce help center or email [email protected].

Booksellers are encouraged to send their thoughts, questions, or suggestions via email to IndieCommerce staff at any time.

Past editions of IndieCommunication are available on the IndieCommerce Updates page on BookWeb.org.