Not meeting delivery time commitments. Is it really ok?

Every day I talk with current customers and potential, and yes, in some circumstances, former customers. These are all companies that ship with FedEx & UPS. 

During these conversations, I do my best to listen to what the other person is saying and ask questions that could lead to a different level of discussion. I work to help solve problems that are the very top of mind for whom I am speaking to and potentially head off problems that they may not be aware of (is that even a problem then? ??)

Before a year ago, when I would speak with someone and share our core service, late delivery refunds, I would get feedback/comments such as “your company is like Robin Hood” (not the investment platform but the Disney character!). You help right the wrongs when the carriers don’t do what they say they will do. The carriers make it difficult, if not impossible, to hold them accountable. Why yes, yes, that is what we do!

I was asked, “what happens if the carriers stop honoring the late delivery guarantees’? I would discuss various thoughts such as ‘why would they, they have a service wherein companies pay extra to have shipments delivered by a specific time, so that wouldn’t be right. Then COVID happened, and shippers were accepting in the beginning. After all, so many businesses relocated their team members, companies were closed, etc., so it was difficult for the carriers to meet expectations. SO WHAT. Those shipments wouldn’t have been covered by the carriers’ policies anyway. But in the beginning, we were accepting. Then, as time wore on, I couldn’t help but wonder why this didn’t become a headline for a bit. After all, with social media, any issue that is worthy of attention can be shared virally. I have yet to see a viral post or video from companies talking about how wrong it was that they couldn’t get a refund for a shipment when the carrier didn’t fulfill their service under their guidelines. 

Current headlines of 'the carriers brought back the late delivery guarantee' have come up a lot. We get into the details of what the current guarantees include &, more specifically, what it doesn’t include. Then we discuss why did the carriers take the guarantee away for more than a year. I scratch my head about why shippers 'accept' when the carrier decided to pause the refunds and not push back harder? I get it - it is a duopoly here with few real options. Pretty difficult to just stop shipping, right? Yet companies who ship with the only two major carriers here in the US still have to be ‘fine’ with their shipments being late for the service they pay for. 

If a consumer goes online and makes a purchase, the company is expected to fulfill the order, to get the product to the consumer in perfect condition and super fast. Consumers, for the most part, have NO idea about fulfillment versus shipping. They don’t care. When the shipment is delivered at their business or home, and the product is delivered with ANY issue, the receiver contacts the seller, and they want it resolved yesterday. The customer wants a full refund for their purchase, and even more, they want a discount the next time they shop with you! Yet, when shippers use the carriers’ services and the carriers don’t deliver by their own guidelines, “no refund” is acceptable. 

At times, customers get angry with us (71lbs) when we can’t get the carrier to give them money back when they do not do their part. I understand that they are frustrated (but we’re not the bad guys, we’re on your side!). I know that the carriers severely blur the line of delivering orders on time and in perfect condition, resulting in a company holding the bag of disappointment. 

Why does this continue to be ok?  I welcome your feedback.