A customer buys a large item for an upstairs room. The website says delivery included.
On the day, two people bring it to the front door, leave it in the hallway in three boxes, and explain that they do not go upstairs, do not assemble and cannot take the old one away.
Everything they said was in the terms. The customer read delivery included and pictured something entirely different, and a sale that should have been a good experience has become a complaint.
1. State exactly where delivery goes
To the kerb, to the door, into the hallway or into the room of choice. These are four different services and customers assume the most generous.
2. State whether assembly is included
Plainly, with the cost if it is extra and roughly how long it takes, which is the same gap as assembly and installation questions before buying.
3. State whether the packaging is taken away
A substantial amount of cardboard and polystyrene, which customers do not think about until it is filling their hallway.
4. State whether the old item can be removed
Whether it is offered, what it costs, what condition it must be in and whether it must be disconnected beforehand.
5. Publish the dimensions of the packaged item
Not just the product. The boxed dimensions are what determines whether it fits through a door, and they are frequently not published anywhere.
6. Ask about access before the order completes
Doorways, stairs, turns, lifts and parking. Three questions at the point of purchase prevent a failed delivery on the day.
7. Explain what happens if it will not fit
Whether it can be returned, who pays, and whether there is an alternative, stated in advance so it is a plan rather than an argument.
8. State the delivery window and notice
How much notice, what window, and whether it can be narrowed, since somebody taking a day off needs to know what they are committing to.
9. Explain the two person requirement
Where somebody must be present and able to help, or where there must be clear access, which customers need to arrange in advance.
10. Explain the connection and installation boundary
What a delivery team will and will not connect, particularly for anything involving water, gas or electricity.
11. Explain the timescale honestly
Especially for made to order items, where the delivery date is months rather than days and is the main thing a customer is deciding on.
12. Explain what happens if something is damaged
What to check on the day, what to write, and how quickly to report it, which determines whether a claim succeeds.
13. Explain the collection alternative
Where a customer could collect, what vehicle they would need and whether help is available loading.
14. Answer the delivery questions before the purchase completes
An assistant that states where delivery goes, whether assembly and removal are included, asks the access questions and publishes the packaged dimensions turns a delivery that ends in three boxes in a hallway into one that ends in the right room. The faulty goods conversation sits in faulty item questions from customers standing in front of you, the stock question in stock reservation questions from shoppers driving over, and the matching logic in ai shopping assistant product fit. See features, start at try, and the sector view sits under retail.