Drop shipping can be a wonderful way to source and sell products to buyers. However, when you drop ship, you are heavily reliant on your supplier to ensure that your customers get their orders on time and in good order.
Sometimes, things go bad. When they do, it can be a real pain! I've put together five tips to stop common drop shipping hassles in their tracks.
Tip #1: Choose drop shippers who have stock-level software that you can log into and view
This type of software allows you to see when stock levels are getting low on a particular item that you are advertising. Having this information will prevent the dreaded backorder, which happens when you sell something that your supplier has actually run out of!
Tip #2: If your drop shipper is based overseas, ask them how long it takes them to dispatch orders
Some marketplaces have restrictions on how long you can take to ship an item to a buyer, so it's important that you understand how quickly your supplier will ship items. Generally speaking, they should ship items within 24-48 hours after receiving your payment. Make sure you place your order with your supplier shortly after your buyer pays you. That way, delays are kept to a minimum.
Keep in mind that it will usually take 10-14 days for buyers to get their orders from an international drop shipper. Make sure buyers are aware of this by including it in your listing. You don't need to detail that fact that you are using a drop shipping system. You can simply say "allow 10-14 days for delivery" or something along those lines.
Tip #3: Keep a stockpile of 2-3 each of your bestselling items on hand at all times
This is a trick that top drop shipping retailers use! By keeping a small stockpile of your bestselling items on hand, you'll have a backup if something goes wrong. This could include your supplier running out of stock, or simply taking too long to ship to your buyer.
Obviously you will need to pay for stock upfront, which is what most people want to avoid when they drop ship, but it will really help if there is a delay on your supplier's end.
Tip #4: Do random checks on your supplier’s service
Most of the time, this is totally unnecessary, but it's an important part of keeping a close eye on your supplier's standards of service. After making a sale, follow up with buyers one week after they receive their items and ask whether they're happy with the packaging/delivery. They needn't know that you're using a drop shipping service, or that you're checking up on anyone. Just ask them to rate your service.
You can also do test orders to friends and family’s addresses and get them to help you review the supplier's service. This might produce a more thorough review than a random customer you don't know personally.
Hopefully, the results will be boring and your customers will simply say they're satisfied with your service. If you do notice an issue, however, seize the opportunity and tackle the problem head on.
You might also ask your suppliers to give you tracking details when they ship items. Not all drop shipping suppliers will offer this as a service, but if they do, it’s a great way to monitor how long it takes items to arrive. It also means that you know where parcels are if buyers email you and ask when they can expect their purchases to arrive.
Tip #5: Discuss returns policies with drop shipping suppliers before you start working with them
Have you ever wondered what happens if your customer receives a drop shipped item that is broken, or if your drop shipper sends the wrong order? What if the customer just wants a refund? The answer is, it depends.
These are scenarios that you need to prepare for. When you start working with a supplier, ask about their policies for these situations. Sometimes your customers will deal directly with your supplier, and sometimes it will be up to you to deal with them. My personal preference is always resolving the issue myself so that my customers are not dealing with suppliers. That way, I have control over the standard of communication.
Things get tricky if the customer is returning an item because it's not as described in your product listing. Did you give incorrect product details, or are the product details from your supplier wrong? The answer will determine who is at fault, and whether your supplier should cover the cost of the return.
If the item breaks during transit, your supplier is at fault. After all, you have no control over how they pack items. Many suppliers have insurance to cover the costs of replacing items for buyers.
Regardless of whose fault it is, never blame your drop shipper in front of your customer. Your customers don't even know your drop shipper exists and they don't care. They just want the items they paid for. Be a professional and accept the flaw in your system. It’s your business, after all.
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