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A short post today, in which I’m SUPER excited that a website got it right for me with a shipping email!
I haven’t shopped at Hot Topic in a long time, but I found out that they have Trixie Mattel t-shirts, so it was all over.
Here’s the important parts of the shipping email:
Simple and effective!
- I really like the consistency of the banner at the top of the emails, showing order progress.
- Right at the top, front and center, is a red icon alerting me to the link to my shipping information! The link takes you to the USPS website.
- The disclaimer about “we’re sending you the number now, but USPS might not have it yet so don’t panic for at least 48 hours” is right under the link, where it should be.
Hot Topic isn’t using a third-party software to present shipping information, but I don’t think what they are doing now is lacking in any way. The services offered by Narvar are fancy and lovely, but the cost is significant to the retailer, when this simple link to the shipping company is completely fine.
Congratulations to Hot Topic for creating a shipping email that isn’t confusing or vague, that gives me all of the information I need, at the top of the email. While I do understand that some e-commerce companies will make the large investment for fancy options for mobile alerts, etc, not all organizations are going to be able to incur that expense. Those e-commerce companies should definitely look to Hot Topic as a template for their own shipping information emails.
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My order is shipped! This is great.
It starts to go downhill when 6 days later, the tracking link tells me that USPS hasn’t received the item yet, and I expected it to have been delivered.
“I got this series of emails now. They were in junk. Sorry.” This is not the tone I would expect after having to reach out to a company multiple times about where my items are in the shipping process. You’ll note also that while the first email indicates that I will receive an update in an hour, I do not receive said email until the following day. An update email with a message of “My apologies again for the delay, I am now waiting to hear back from USPS and will get back to you as soon as I hear from them” would be preferable.
This is the image I commented on. It isn’t there anymore, because it was deleted. My question was pretty innocuous, so I am baffled as to why they deleted it, instead of taking the opportunity to show how quickly and well they could respond to a customer issue.
