Inside Delivery: The MetaPack Guide
Introducing the journey of a parcel, from the click of the customer’s mouse to delivery and beyond. There’s more to it than vans and boxes.
Let’s track the progress of an order from a fictional retailer, Heels with Sole Shoes.
Stage 1: The Website
Delivery starts in the purchase process. By having MetaPack Options enabled on their website, Heels with Sole can offer customers personalised delivery options, allowing them to receive their order on a date and time, and at a place that’s most convenient for them.
It’s 9am, and our customer orders a pair of shoes to be delivered at home by noon the next day.
MetaPack Delivery Options
Pick a set time, or same day, for home or work addresses. 94% of consumers report having used this option before.
Click and collect - store collection
Select this option to have the parcel sent to a Heels with Sole shop for collection. 63% of consumers have used this in the past.
Click and collect - from parcel shop
No Heels with Sole shop nearby? The customer can choose to have the parcel delivered to a pick up, drop off location - such as a convenience store. 25% of consumers have chosen this.
Becoming increasingly available, lockers - often found in areas like train stations - allow the customer to collect their delivery using a pre-assigned code. 10% of consumers have used this to date, a number we expect to grow quickly.
Stage 2: The Warehouse
With little more than 24 hours to complete the order, time is of the essence at Heels with Sole’s warehouse. MetaPack’s products and services are used throughout the warehouse process, ensuring orders get picked, packed and despatched at the right time.
Allocation to Carrier
Choosing the right carrier for each parcel can be complicated and time consuming. MetaPack’s Allocation Engine eases this load, allocating the best-suited carrier service for each parcel.
Once a carrier has been selected, the orders can be released into the warehouse in waves to be picked.
A warehouse operative is designated a ‘pick list’ and sets off to pick the orders.
MetaPack simplifies the pack process by printing all necessary documentation, including customs documentation.
Heels with Sole request labels by scanning a barcode on a despatch note. This being a domestic order, with a quick scan the required labels are printed and attached.
Automated Parcel Sorter
Heels with Sole route the parcels to the correct trailer automatically, by adding an additional barcode to the MetaPack label.
Orders are then loaded on to the trailer. MetaPack allows Heels with Sole to view what orders were loaded on to which trailer. This also helps with carrier reconciliation.
Now Heels with Sole need to let each carrier know about the parcels they have sent. MetaPack manages this through an “electronic manifest” - a string of data - with information about each parcel that has been loaded up.
With the shoes now on their way, Heels with Sole send a despatch notification to the customer.
MetaPack can trigger notifications at any point of the delivery journey, keeping consumers informed at every stage and cutting down on inbound ‘where is my order’ calls.
MetaPack allows the Heels with Sole customer service team to proactively monitor and track orders from despatch to the point of delivery. The team can see that all orders have left on time and there are no issues to report.
Stage 3: Delivering the Parcel
Our shoes are now with the carrier for the remainder of their delivery journey to the consumer. There’s still plenty more sorting and travelling to do before they reach their destination.
Arrival at hub
Firstly the shoes arrive at the carrier’s main hub. Here they are offloaded, sorted and re-loaded back on to a trailer to continue their journey.
Information on the MetaPack label guides the parcel in the right direction through the carrier network.
Final sort at local depot
Upon arrival at the local depot, one more process of sorting starts, with the shoes grouped together with other parcel deliveries going to the same area, and loaded on the same van.
Again, all route information is contained within the MetaPack label’s barcodes.
Van leaves depot
Our parcel is about halfway through the delivery process. The van leaves at 8am, allowing enough time to deliver the shoes before noon.
Heels with Sole send a final notification to the consumer confirming their shoe order is now out for delivery.
Before noon, just as promised, the van turns up with the shoes. Another successful delivery for Heels with Sole! And one more notification - most importantly, to the retailer notifying them that the delivery was completed successfully and on time.
Stage 4: Returns
Once the parcel has been delivered, the story doesn’t always end there. MetaPack provides a fully customisable returns portal, in keeping with the look and feel of the Heels and Sole website.
This gives any Heels with Sole consumer the ability to return their goods through different methods.
Heels with Sole have received and processed your return and you have now been refunded. We hope that you shop with us again soon.
Customer Service Team.
Returns: Step 1
Why would you like to return your item?
Returns: Step 2
How would you like to return your item?Click to read more about returns
Thank you. We’ll be in touch when your return has been processed.
MetaPack Returns Process
The customer accesses their Heels with Sole account to return their shoes, and selects the reason why. This functionality is provided through MetaPack.
Just like delivery, the customer has a choice of how to return the shoes. They can choose to have them collected from home, returned to store or - as in this case - take them to a drop off point.
For the customer’s convenience, they can even choose the drop off point easiest for them.
Once processed at the warehouse, the refund is issued and the customer receives a notification to say their return has been completed.
Stage 5: Analytics
Now the delivery process is over, Heels with Sole want to check that they’re meeting their consumer’s delivery promises. MetaPack Intelligence allows retailers to monitor carriers’ performance. This gives valuable insight in spotting emerging trends and establishing the right delivery strategies.
As a data-centric company it’s important for Heels with Sole to be able to track developments on the macro level as closely as details on the micro level. Information like carrier performance, volume analysis and international shipments is key to understanding the business and areas for potential growth.
For example, Heels with Sole can compare the status of deliveries at both regional and street level.
MetaPack are at the forefront of delivery innovations and sit at the centre of the delivery eco-system.
This means we’re perfectly placed to help your business achieve and maintain growth and provide operational flexibility on a global scale.
Contact us today for more information on ways we can help your business via info@MetaPack.com or call us on +44 20 7843 6720.