A shopper has made it through to checkout only to receive a notification that one or more items in their cart is out of stock. Or, even worse, a shopper receives an email days later. Or, in some cases no notification at all.
Retailers lose an estimated $93 billion in sales annually due to out-of-stock inventory. Whether you’re a small retailer or a multi-billion dollar retail giant, inventory mistakes happen. What matters from a service perspective is how you handle that messaging to your valued customers.
We looked at 10 cases from the past two months in which a STELLAService analyst purchased an item and later received an email notification that the product was out of stock.
Here are 10 best practices for email communications for inventory mishaps.
- Notify customers as soon as possible. Multiple STELLAService shoppers reported waiting 9 to 10 days for the delivery to arrive, then being forced to call the retailer only to discover the product was out of stock and the order was …