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Using Linnworks to Communicate Extended Despatch Times

With the COVID-19 outbreak continuing to spiral, you may be finding that it's taking longer to process your orders. Perhaps you’ve seen an explosion in your order volumes and your team’s struggling to get them out on time. Or, you might be suffering from staff shortage which is slowing down your despatch times. Alternatively, your warehouse may be fine, but you’re affected by shipping carriers that can't guarantee the delivery speeds you're used to.

Regardless of why you may be struggling to get your products out on time, communication between you and your customers is more vital now than ever.

You need to make it clear to your buyers that deliveries might take longer than usual, so that you uphold the level of customer service that you're used to providing. Honesty is key here.

Everyone understands that times are tough, and being clear about your extended despatch times is likely to help you avoid negative reviews and any other consumer backlash.

To help you, this week we’ve released a new feature to enable you to save time by automating this clear communication to your customers. It's a macro, triggered by the Rules Engine, that automatically sends an email to every buyer as soon as their order is placed.

Let's take a look at how it works.

Linnworks allows you to set up multiple email templates that are most commonly used for despatch notifications. The first step in setting up this feature will be to create a new email template that clearly explains your extended despatch process to your buyers. This is the email that you'll want to send to your customers as soon as they place an order.

Now you have your email, you'll need a mechanism to send it automatically. This is where our new macro comes in. In the Linnworks app store, you'll see a new app called 'Send emails via Rules Engine'. This pretty much does exactly what it says on the tin. Once installed, you'll need to configure the macro to send your new email template.

Once this is complete, all you'll need is a rule in the Rules Engine that runs the macro when an order is placed. Here, you can customise who the email is being sent to.

You may want to send it to every customer that's placed a paid order, or it may be that you want to limit it to orders going to a certain country. Alternatively, you could set it for orders over a certain weight or value. Once you've set up a new rule and added all the conditions you need, the final action for that rule will be to run the macro that's sending the email.

For a more detailed explanation of how the macro works, check out this guide.

Topics: Linnworks 'How To'