Delivery best practice

Click to view IDIS Gold Standard best-practice statements or statements relating to each of the standards.

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1. At what stage do you advise customer of product availability?

2. How do you make your headline delivery options visible and clear as part of the product offering?

3. How do you make sure that delivery terms and conditions are clearly signposted?

4. How do you make sure that customers are aware of their responsibilities when receiving deliveries, particularly regarding 'safe place' and signature requirements?

Buying

5. Once the customer has selected his/her product/s, how do you offer a range of delivery speeds and timed delivery services appropriate to the customer's particular circumstances, and to the content of the basket and the delivery location?

6. How do you cater for customers who may not be able to be at home to receive the delivery?

7. Do you provide the facility to accept customers' delivery requests (even after check-out and prior to delivery)?

8. At what point do you summarise the customer's delivery selection and associated customer responsibilities (including signature requirements) and delivery conditions?

9. When do you confirm the delivery charges?

10. At what point do you advise the customer when you expect the goods to be delivered?

11. What does your confirmation of the customer's order include?

In transit / at delivery point

12. How do you keep the customer informed about the progress of their delivery?

13. How do you provide access to track and trace information (where tracking option is provided by the customer's selected delivery option)?

14. If despite your best efforts first delivery failed, how do you arrange 're-delivery' for the customer?

Returns

15. How do you provide your customers a convenient way to make returns?

16. How do you provide your customers with confirmation of return?

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