Sashank RavindranathMost of us who are unaware of a package’s delivery journey, assume that a package gets shipped out from the warehouse and then gets delivered to the customer, right?
Having this assumption is not wrong. After all, this is what we’ve seen happening on that front. But on the back end, there are a lot of things that happen between “shipped” and “delivered”.
As an e-commerce merchant, understanding these different delivery lifecycles of the package journey helps you communicate better with the customer and use these touchpoints to improve repeat sales.
One such touchpoint is the “In transit” order, which we must’ve witnessed on multiple occasions. But what does In transit really mean?
What Does In Transit Mean?
In transit is usually the stage when the order makes its way after being picked up by the carrier to the first stage of the delivery lifecycle, i.e. the warehouse.
Now, the order marked as in transit doesn’t mean that the order is in movement. There are cases when the order is idly sitting in the warehouse before being out for delivery and yet the order is marked as in transit (with a description, of course).
For international or long-distance packages, multiple warehouses or checkpoints can be between the place of origin and the destination. In this case, both the stops before the order is out for delivery are marked as in transit.
In short, any package that is on its way or in a carrier sorting facility waiting to be dispatched for delivery is marked as in transit.
FedEx, in their definition of in transit, mentions that unless there’s an in transit or customs delay, the package would be delivered on the scheduled delivery date. Now, you might be wondering what causes a package that is in transit to get delayed. We’ll take a look at them in the upcoming section.
How Long Does In Transit Take?
As customers, we can’t wait to hold our joy when the order is shipped or marked out for delivery. But in transit? That’s boring. Trust me, this is not because of the stages left in the delivery cycle or the issues the package is prone to face (an order in transit faces fewer issues than an order that is out for delivery). So, what is the reason?
Without taking factors like shipping method, delivery option, and carrier choices from your end, a package in transit can take anywhere between 1-5 business days. It is understandable that from your customer’s PoV, In transit is one of the longest stages of a regular package (the one where all things go smoothly and conveniently).
Let’s decode them further.
What are the factors that affect transit times?
Here are several factors that can influence how long your package stays “in transit”:
- Shipping method: Unless there are rare instances where replacements are sent, the preferred shipping method is selected by the customer placing the order. If they’ve selected a faster shipping option than standard shipping, then there is a low in transit time on their orders
- Distance: It’s a no-brainer. Longer distances naturally take more time. Picture this: you’ve ordered from your favorite brand, which is based out of San Francisco and you’re living in Atlanta. The package, shipped out by the e-commerce brand, would reach the carrier’s facility in Frisco first, make its way to their facility in Atlanta, and only then be ready for delivery
- Carrier efficiency: Different carriers have varying levels of speed and reliability. For instance, a carrier who is known for their speed advertises their in transit times between the standard 1-5 days. While some carriers would focus on realistic timelines and highlight their in transit times of 3-7 days
- Unexpected delays: Bad weather, the package being held at customs, or unforeseen circumstances like labels found to be damaged in the sorting facility or the package getting lost in transit, can all lead to an increase in transit times
What You Can Do When A Package Gets Stuck In Transit
The longer a package is stuck in transit and the longer you’re doing nothing about it, it’s going to frustrate your customers. All those reasons don’t matter to them. What matters to them is their package getting to their hands on time and if not, at least some proper communication on it.
But again, you can’t wait for your customers to bring up a query or an issue about their package in transit as the damage has already been done. This is where you get proactive and follow a series of steps that mitigate the impact on them.
When customers place their orders and select their preferred shipping method, you can share an estimated delivery date on the product and checkout pages to let them know when their order will be arriving and thereby how long it will take in transit. You can also get information from carriers and display the latest service alerts and weather disruptions at the top of your website/app and information pages.
Don’t let the customer wait for 2 days and then contact you with a WISMO request. Instead, reach out proactively with the order’s current status (held up at customs, etc). Keeping them in the loop of their orders, even before they feel the need ensures that their anticipation is kept in check and thereby, they are less prone to get frustrated with the delivery experience. Aside from providing information on why the package is delayed in transit, you can also offer solutions on what the customer can do in the meantime.
3. File a claim for packages confirmed lost
Real-time tracking of your packages will give you insights and predictive alerts on packages that are suspected to be lost. For such packages, you can make use of a parcel audit system that files a claim on your behalf and ensures that the carrier refunds you for the lost shipping cost. In the same line, you can also make use of shipping insurance options to recover the product costs as well. A complete post-purchase solution like LateShipment.com can help you out on all the necessary fronts.
Bottom Line
While “in transit” is not the most specific status update, it’s a sign that your package is out for delivery next and is set for a lot of challenges and actions from your end to offer a seamless delivery experience to your customers. Also, in transit itself is a stage that can be capitalized to keep your customers informed and manage delivery expectations.
