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Offer high-quality customer service with timely fulfillment

October 29, 2020 | Published by Faire

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There are plenty of ways to delight your customers throughout the year. Often it’s the little things — like consistency and reliability — that can go the furthest. And with widespread supply chain issues and shipping delays during the pandemic, offering superior service when it comes to order fulfillment is a great way to deliver on customer satisfaction.

Ship within your stated lead time

As a wholesale brand, you already aspire to impress your retailers so they continue to reorder. One way to demonstrate your brand’s value is by sticking to your stated lead time. During the busy season, we also recommend promoting the last date that you’re accepting holiday orders. Try using email campaigns to drive urgency to retailers ahead of your cutoff date.

To start a campaign using Faire, visit your Marketing page and select Email Campaigns.

Contact customers right away if an order ships late

Build meaningful, personable relationships through honest communication with your customers. If you’re unable to ship an order in your stated lead time, we recommend reaching out to the retailer as soon as possible. You can send a quick and easy note through the Faire messaging feature. Offering direct, upfront transparency as part of your customer service tactics will build trust with your customers and increase the likelihood that they’ll order again.

To look up and contact a customer on Faire, visit your Customers page.

Update your lead time whenever it changes

If you’re swamped with orders or need to take a few days off, you may not be able to ship within your standard stated lead time. Whenever this happens, be sure to update your lead time so you’re always sharing accurate information. This will also help retailers to know they can always trust the details you provide on your Faire page.

To change your lead time on Faire, visit your Marketplace page and click on Shop Settings.

Be aware of shipping delays

It’s important to stay in-the-know when it comes to domestic and international shipping delays. There have already been widespread delays in shipping over the past year due to weather, natural disaster, COVID-19, and the U.S. election. Try to stay apprised of current events that affect your shipping provider, as that will affect your customers as well. We recommend frequently checking service alerts online from our shipping partners, USPS, UPS, and FedEx.

When you ship an order, the retailer will receive tracking information for their convenience. If a retailer happens to reach out to you about the status of a shipment, you can also assist — simply look up tracking information by clicking into the order.

To look up tracking information on an order on Faire, visit your Orders page.

Login to your Faire portal to review your lead time, orders, and customer messages today.

New to Faire? Sign up to shop, or apply to sell.

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