Most customers want clear updates after placing an order, and providing those is crucial in nailing the post-purchase experience. Well-executed updates reduce anxiety and build trust, while poor ones cause frustration and unnecessary noise. Here’s what to keep in mind when exploring delivery notifications.

The four essential delivery updates

Customers expect updates at key moments in the delivery process. These basics aren’t optional:

• Order confirmation: A quick message letting them know their order was received and is being processed.

• Dispatch notification: An alert to customers that their parcel has arrived at the carrier warehouse, with tracking details and an estimated delivery window.

• Out for delivery: A same-day update that the parcel is on its way and on the road, ideally with a more specific time window.

• Delivery confirmation: A clear message to confirm the parcel has been delivered, often including proof of delivery.

Missing one of these updates in the customer journey, especially “out for delivery” or “delivered,” may lead to uncertainty or increase customer enquiries. 

“Where is my order?” enquiries (WISMOs) can account for 30-40% of customer service volume. They’re rarely about the service, but rather reflect a visibility issue: lack of communication causes enquiries, which increases costs and adds pressure on support teams.

The fix? Better communication. Brands that do this see fewer enquiries, higher satisfaction, and lower costs.

Choosing the right channel

The type of notifications is not the only critical consideration; the way you send updates, via what channel and delivery method, matters just as much. 

For example, email works best for details customers might need later, like order confirmations and dispatch updates. SMS is better for urgent, day-of delivery updates and quick alerts. The rule is simple: match the channel to the moment. Include detailed info in an email, and send immediate updates via SMS.

Make your notifications stand out

Most delivery notifications are functional, providing tracking links and time windows. But these notifications arrive in a moment when customers are really paying attention, and create a brand opportunity. Incorporating your brand’s unique tone of voice helps your post-purchase journey stand out. It maintains a consistent experience from checkout to delivery, helping resonate better with your customers every step of the way.

Navigating evolving customer expectations

Beyond timely updates, customer expectations for their deliveries are changing in real time: people want more than just updates, they want choices. The most valued features that provide recipient choice are:

• Rescheduling delivery

• Safe place instructions

• Redirecting to a locker or pick-up point

• Real-time tracking on the day of delivery

Letting customers take control reduces failed deliveries and helps more parcels arrive on the first attempt; when people can manage their delivery, everyone wins.

The brands that get this right don’t just send notifications, they create an experience that feels seamless and in the recipient’s control from checkout to delivery. From tone of voice to real-time flexibility, every touchpoint shapes how the delivery is perceived. Get this right and delivery notifications become a natural extension of your brand.

If you want to see what that looks like in practice, get in touch to learn what shipping with HIVED could look like for your business.