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MCM Outlook: 2013 Report: Operations & Fulfillment
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Operations & Fulfillment ARCHIVE

FedEx Failed For Yankee Candle  Dec 31, 2013 6:22 PM By Tim Parry

Yankee Candle saw trouble with FedEx at least two weeks prior to Christmas, starting with tracking issues that they thought were due to internal system errors. Yankee Candle was also told that FedEx’s Columbus, OH facility was so “overwhelmed” that FedEx had trouble moving packages.

eBags Played it Safe with Last Chance Shipping Offers  Dec 30, 2013 3:30 PM By Tim Parry

While many direct-to-customer merchants pushed last-minute Christmas delivery deadlines to the limit, eBags took a conservative approach that led to fewer holiday hangovers for its team and its customers.

Bare Necessities Blindsided by UPS Issues  Dec 30, 2013 1:47 PM By Tim Parry

Though Bare Necessities ships via FedEx and UPS and uses both shippers’ last mile services with the United States Postal Service, chief operating officer Bill Richardson told Multichannel Merchant the majority of packages it shipped that had not arrived on time were being carried by UPS.

12% of Christmas Gifts Ordered at Standard Cutoff Dates Did Not Arrive  Dec 27, 2013 2:14 PM By Tim Parry

Eight retailers (32%) failed to deliver by Christmas in at least one of the three regions. Of all 75 orders we placed, 12% missed the delivery estimate. And according to StellaService, all but one of these orders were shipped using UPS

What Went Wrong and Who’s to Blame for Missed Christmas Shipments  Dec 27, 2013 12:23 PM By Tim Parry

UPS and FedEx both announced this week that delays in their delivery services would result in Christmas presents not being under their customer’s tree. In this video, Joe Bobko, managing director of The Bobko Group, talks with Multichannel Merchant senior content manager Tim Parry about these issues that affect the shippers, the merchants and the consumers.

Amazon Praises Prime Growth, Acknowledges Delivery Delays  Dec 26, 2013 10:20 PM By Tim Parry

Amazon put out a press release on Dec. 26 to announce a record-setting holiday season for Amazon Prime, the annual membership program offering unlimited free two-day shipping on millions of items. The problem is, Amazon’s announcement came two days after UPS announcements delays in deliveries that meant shipments scheduled to be under Christmas trees would not arrive on time.

UPS Says Christmas Packages Won’t Be On Time  Dec 24, 2013 10:27 PM By Tim Parry

Johnny wants a pair of skates, Suzy wants a sled… but if they’re supposed to arrive on-time via a UPS truck, they may be gettin’ nuttin’ for Christmas. UPS posted a service update today that alerted customers that a “vast majority” of packages scheduled to arrive on-time for Christmas will be delivered on Dec. 26. […]

These Merchants Have the Best Return Policies  Dec 23, 2013 12:13 PM By Tim Parry

No matter how much thought goes into a gift, however, sometimes shoppers miss the target — which is why something as dry as a store’s return policy can be the redeeming factor when it comes to unwanted gifts.

Video Puts a Human Face on Customer Service  Dec 20, 2013 2:40 PM By Dr. Melody King

Many online retailers are discovering the role video can play in enhancing their customer service program, while also helping reduce costs in this area. Here are five ways you can incorporate video into your website to strengthen your customer service, and avoid having small issues flare up into major PR and social media nightmares.

How to Maximize Returns Efficiencies and Minimize Cost  Dec 19, 2013 2:14 PM By Erin Lynch

As more and more merchants focus their ecommerce energy into creating a customer-centric organization, one of the best ways to set yourself apart from the competition is through your returns policy. Regardless of why a consumer returns a good, there are ways for merchants to develop an effective and efficient returns process that keeps customers coming back for more.






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