Pickup point delivery is one of the most popular delivery options in many online stores, but whether a parcel reaches its recipient depends largely on whether the customer is notified of its arrival in time. We’ve gathered tips to help make sure your customers find their parcels and collect them on time, especially during the busiest seasons.
Why are the recipient’s contact details so important?
The carrier sends the arrival notification to the recipient’s phone number or email address. If there’s an error in these details, the customer won’t receive the notification and won’t know that the parcel is waiting to be collected.
Make sure every order includes the recipient’s correct phone number and email address. This is the single most important thing you can do to prevent parcels from going uncollected.
How is the customer notified that the parcel has arrived?
Carriers use different channels to notify customers of a parcel’s arrival:
PostNord, Posti, Matkahuolto and DSV send arrival notifications by text message, email or through their app.
Matkahuolto also uses WhatsApp for its notifications. If the customer doesn’t have WhatsApp, the notification is sent as a text message.
The channel depends on the carrier and the customer’s own settings, so it’s a good idea for your online store to let customers know where to expect the notification.
Does the customer need the carrier’s app?
Not always, but it makes collecting the parcel easier. Many customers already use carriers’ own apps, which show the parcel’s status and send notifications straight to their phone.
In some cases, the app is required. For example, certain outdoor parcel lockers from Matkahuolto and PostNord require the app to collect a parcel. It’s a good idea to recommend that customers download the carrier’s app and allow its notifications.
How long does a parcel wait at the pickup point?
In Finland, many carriers keep parcels for 5 days. If the parcel isn’t collected in time, it’s returned to the sender, which means extra costs for the online store and disappointment for the customer.
For international shipments, storage times vary by country and carrier and may be shorter than in Finland.
Tip: mention the pickup time in your online store’s delivery terms and order confirmation, so customers know to collect their parcel in time.
What happens if the pickup point is full?
During peak periods, such as the Christmas season, pickup points and parcel lockers can fill up. In that case, the carrier may redirect the shipment to an alternative pickup point or parcel locker.
The customer is informed of the new pickup location in the arrival notification, which once again highlights the importance of correct contact details and notifications. When customers collect their parcels quickly, pickup points don’t get congested and fewer parcels need to be redirected.
How can an online store help customers collect their parcels?
The most effective way is to send customers your own shipping notification. When customers hear from your online store that their parcel is on its way, they know to expect the arrival notification and can collect the parcel in time.
With Shipit’s customisable email, you can turn the standard shipping notification into a message that reflects your brand. You can add your own logo and colours, as well as a reminder of the pickup time or a tip about the carrier’s app. Read more about customisable email
Checklist for online merchants:
Check that orders include the recipient’s correct phone number and email address.
Send your customer your own message when the parcel has been shipped.
Let your customer know which channel the arrival notification will come through.
Recommend the carrier’s app, especially if it’s required for collecting the parcel.
Mention the pickup time in your delivery terms and order confirmation.
Frequently asked questions
Why didn’t the customer receive an arrival notification for their pickup point parcel?
– The most common reason is an incorrect phone number or email address. The notification may also arrive through a different channel than the customer expects, for example in the carrier’s app or, in Matkahuolto’s case, via WhatsApp.
How long is a pickup point parcel kept?
– In Finland, many carriers keep parcels for 5 days. Abroad, storage times vary by country and carrier.
Is the carrier’s app needed to collect a parcel from a parcel locker?
– In most parcel lockers, the parcel can be collected with the code in the arrival notification, but certain outdoor parcel lockers from Matkahuolto and PostNord, for example, require the app.
What happens if the pickup point is full?
– During peak periods, the carrier may redirect the parcel to an alternative pickup point or parcel locker. The customer is informed of the new pickup location in the arrival notification.
What happens if the parcel isn’t collected in time?
– The parcel is returned to the sender once the storage time has ended. This causes extra costs for the online store, so it’s worth reminding customers of the pickup time.