By the time November rolls around, most of the hard thinking is done. The forecasting, the promotional calendar, the campaign creative – all these things (and probably more) have been locked in weeks ago. So what’s left?
It’s actually the part that determines whether a customer comes back: getting the parcel from the cart into their hands.
Unfortunately, it’s also the part that’s easiest to overlook and the hardest to fix mid-peak. So, we’ve pulled together some tips that experienced senders swear by – the little things that will keep your parcels moving even when volumes spike in that peak season delivery rush.
Vishal Kahawatte, director of Southside Streetwear, ships more than 1000 orders every peak season. His first lesson is that packaging choices matter a whole lot more when volume starts to ramp up.
Most of his orders go into satchels, with boxes reserved for bulkier items. “Choosing the right size helps protect the products, keeps them compact and also avoids additional postage charges,” he says, adding that sealing is equally important.
“We always make sure there aren’t any loose edges or excess tape hanging off the parcel, so it can move through the network smoothly, especially during peak season when there’s a huge increase in parcel volume.”
If you’re reviewing your supplies right now, Australia Post’s business packaging range encompasses satchels, boxes and a range of custom options.
Labels are where small mistakes can snowball into bigger ones, which is why Kahawatte lives by one simple rule: “Whether you’re shipping a satchel or a box, always apply your shipping label nice and flat on the larger surface.”
“Keeping it clear, undamaged and easy to scan helps parcels move through the network accurately and efficiently,” he says. “During peak season, Australia Post handles more parcels than any other time of the year, so getting the basics right makes a huge difference.”
Emma Jane, a registered nurse who co-founded Seven Thirty Wear, advises that the bottleneck isn’t packing at all.
“The hardest part of a busy launch isn’t packing all the orders,” she says. “It’s organising all of the parcels instead of becoming one big pile of chaos.”
Her team sorts throughout the packing process instead of leaving it all to the end, with separate areas for each shipping service so standard and express parcels never get mixed up. They also check that the packaging size and chosen delivery service match up with the order before it joins the outgoing group.
And before heading to the post office, they do a final count to confirm every parcel has a readable label and the correct service.
“A clear sorting system helps us lodge orders efficiently and gives each parcel the best possible start to its journey,” she says.
One detail worth double-checking is the accuracy of customer contact details. Without them, customers can’t get tracking updates.
Once an order leaves the warehouse, customers want to know where it is at any time of the day.
Kahawatte says that giving them that visibility seriously cuts down on the amount of “Where’s my order?” enquiries that tend to hit his team during the busiest weeks.
Customers can follow every step through the free AusPost app, getting delivery updates without having to hassle business owners and staff. For businesses, tracking and notifications could well be the cheapest customer service you’ll ever run.
Parcel lockers are free, self-service and available 24/7, giving both retailers and customers a very clear benefit.
“Delivery to Parcel Locker is our highest rated delivery service from an NPS perspective,” says Guy Nappa, director at Oz Hair and Beauty. “We sell the same products as other businesses, so customer experience is where we can be competitive and stand out.”
At THE ICONIC, the real impact shows up at checkout. “The result overall has been very positive, with higher conversion rates and a smoother shopping experience,” says COO Rostin Javadi. “It’s also reduced our cart abandonment rate a lot, because it helps customers feel more confident when it comes to completing the purchase.”
Younger shoppers, in particular, expect to have options. A whopping 56% of Gen Z and 45% of millennials would switch retailers in order to have access to out-of-home collection points. Lockers also handle returns, which makes them a great end-to-end option.
More and more, next-day delivery is becoming the norm rather than a premium extra. “It’s going to be the new normal moving forward in terms of customer expectation,” Nappa says, adding that speed is a shared responsibility.
“It’s about a mix of how quickly we dispatch and how well Australia Post delivers once they get the parcel.”
Oz Hair and Beauty has recently rolled out last-mile delivery orchestration platform Rendr to stay ahead of customer demand. Rendr, which was recently acquired by Australia Post, offers three-hour and same-day delivery services for certain areas, while connecting businesses with a network of fast delivery providers in one integration.
In Nappa’s view, offering next-day and same-day delivery improves how customers talk and think about you after the sale and promotes future purchases.
Peak season rewards businesses who invest in preparation. For more last-minute checklists, videos, planning tools and more, visit Australia Post’s peak planning hub.
Simon Jones is a writer, editor and freelance content marketer working across the technology, finance, B2B and B2C sectors.
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