Businesses that physically deliver goods to customers should have procedures in place that support Internet orders.
The use of barcodes on individual items and radio frequency identification technology RFID at palette level now mean that goods can be tracked throughout the supply chain in real time. This is especially important to provide transparency, especially since one of the biggest areas of risk is proving that goods have actually been delivered to the relevant customer.
You should always factor in the costs associated with delivering goods and mark the delivery charges as a separate item on the invoice
You should address the following legal concerns
- Where a freight delivery company is used to deliver goods, the agreement with the company must be in writing, signed by both parties and a copy retained by each.
- The contract must detail liability for any loss or damage to the goods during transit.
- Customers should be informed within one business day of shipping that the order is in the process of being delivered. They should be informed of any problems with the delivery.
- Where possible, you should provide customers with a method of tracking the progress of a delivery once it has been shipped. Most major delivery companies offer an order tracking service.
- The customer should be provided with notification that the order was fulfilled and delivered. This may be necessary in cases where it is not the customer who takes possession of the delivery (e.g. a mail room). In the case of partial shipments, a notification should be sent to the customer detailing the status and expected delivery date of the remainder of the order.