The Amazon Logistics is Amazon's delivery service, which can either help or hurt third-party sellers, drastically improving their ability to serve customers and deliver goods or significantly hurting their feedback scores and subsequently their online reputation. The result varies by seller, and it really comes down to how each seller utilizes the Amazon Logistics program, as well as how proactive they are in their approach. Do you want to know the best practices of Amazon logistics follow-up, so that more and more people trust your store and buy your products?
What is Amazon Logistics?
Amazon Logistics is a shipping and delivery service meant to complement some of the most popular shipping providers like UPS, USPS, and FedEx
It offers 7-day and same-day delivery options, and it utilizes a host of third-party logistics partners across the country to make it happen – including walkers, bicyclists and motorcyclists in some areas.
Amazon has certain stipulations for these third-party providers (regarding licensing, vehicle sizing, safety training and insurance), but it’s important to remember these are not Amazon employees.
They are separate logistics providers contracted to pick up deliveries at Amazon warehouses and sorting centers for distribution. They use Amazon tech to guide their deliveries, but they enjoy flexible schedules and pick up shipments at will.
How Does Amazon Logistics Work?
You choose the cities where you'd like to deliver. All deliveries are within a specific service area and delivery services vary by location.
Drivers load the parcels at a regional location.
Amazon's routing technology helps drivers navigate efficiently.
Earn money by delivering parcels to Amazon customers.
Pros and Cons of Amazon Logistics for Third-Party Sellers
Just as a coin has two sides, the Amazon Logistics program also has benefits and drawbacks:
The customer orders are delivered faster. In fact, options like same-day shipping or even 2-hour delivery are also available in some geographic locations.
Amazon has added enhanced map tracking to help customers track their orders. Photo confirmation option is also added to ensure the parcel is delivered.
Amazon Logistics also keeps up with the demand during high and seasonal shipping volumes. This helps to prevent overcrowding at Amazon warehouses.
The seller can't pick the delivery provider to ship his orders. So, if there has been a negative experience with a certain service provider, it is most likely to be repeated.
Any late or mishandled delivery can lead to negative reviews for the seller. This can impact his sales significantly.
The sellers don’t have control over Amazon Logistics. Also, the sellers can’t provide any insights or suggestions for improving the shipping process.
Best Practice 1: Help Your Customers Make the Most of Amazon Logistics Tracking Service
Send them a message immediately – Get in contact with the customer right after they've made an order, thank them, and let them know you're working on it. Once the package has been picked up, send them another message with the tracking link, and keep the communication channels unblocked.
Helping your customers to understand the package-tracking process and the data available to them can reduce confusion over package whereabouts and prevent shipping issues. As before, it is very important to maintain frequent, timely and clear communication with customers.
In your post order message, in addition to sharing the usual tracking info, you can also inform customers about tracking their shipment in real-time via “My Orders.” They can also sign up for text updates from Amazon regarding their shipment status.
Send a message a few hours after the "expected" delivery time to ask for feedback - Amazon logistics also does not provide the seller with an accurate delivery time, which will make it difficult to contact and seek customer feedback.
Sending a message too early could remind a customer that their package is delayed, while sending it too late may make a seller seem off their game.
Best Practice 2: Play an Active Role in Managing Shipping Issues and Feedback
Because Amazon's logistics suppliers are third parties, it is impossible to fully guarantee their delivery quality. Although Amazon has established a tracking mechanism, problems do arise, and anything that happens will be reflected on Amazon. In other words, as a seller, your rating may be affected (the most annoying thing for customers is the failure to fulfill the two-day high-quality delivery commitment.) In all communication with customers, it must be reiterated that they can directly inform you of all queries and questions.
It can trust to take action is great for you and for them. Since delivery time windows can be fluid based on any logistics provider’s tracking, you should time your feedback request messages for 8 pm on the day of a successful delivery (the Amazon Logistics scheduled cutoff time) to make sure it is timely without being late.
Have a definite motive, instead of saying “I’d love to hear your feedback” or “Share your thoughts on our transaction,” be more direct about what you want. “Give us a five-star rating” using this link or “Click here to rate your transaction five stars.” Keep what you want them to do simple and clear, and don't provide other options.
The key is to provide against possible trouble.
Let customers know that you are here to help them and that you are willing to be responsible for their dissatisfied experience and do something to compensate them. Even if Amazon logistics does not perform as required, your reputation and score will not be negatively affected.
Best Practice 3: Provide the latest Logistics Offerings to All Regions You Ship
Amazon Logistics offers a number of different shipping programs such as Flex, Lockers, Fresh, and Prime Air. As a seller, these services enable you to offer expedited shipping, but the availability of some services, such as Prime Now, differs based on the city and geographic area. Knowing the customer's options will give you a full understanding of the situation to answer urgent questions and manage them when they arise. Any confusion can be the beginning of poor feedback or customer dissatisfaction, which you certainly want to avoid.
Obviously, Amazon will become the leading platform of e-commerce in the near future. Therefore, as a seller, it is very important to follow up the logistics distribution after-sales so that the goods can be delivered to customers smoothly. It will improve consumer satisfaction and obtain high praise and repurchase opportunities.