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A Fulfilment Process That Works The daily routine.THE SEQUENCECheck new orders Confirm payment Pick the items Check against the... Addresses and Delivery Instructions Getting the parcel there.THE NIGERIAN ADDRESS PROBLEMAddresses are frequently not structured in... Choosing How to Deliver The options here.COURIER COMPANIESNationwide coverage, tracking, established processes.Higher... Communicating About Problems When something goes wrong.THE PRINCIPLETell the customer before they ask.WHAT TO COMMUNICATE... Dealing With Dead Stock Items that will not sell.HOW TO IDENTIFY ITItems with no sales over a period you define.Review... Delivery Zones for Nigeria Structuring areas.A PRACTICAL STRUCTUREYour own city Other major cities The rest of the country... Handling Failed Deliveries When the parcel does not arrive.WHY DELIVERIES FAILNobody available Wrong or incomplete address... Handling Out of Stock Items When you cannot supply.THE OPTIONSHide the product Show it as out of stock Allow backorders Take... Handling Returns Operationally Processing them.THE PROCESSCustomer requests a return You approve and provide instructions The... Lost and Damaged Parcels When things go wrong in transit.FROM THE CUSTOMER'S PERSPECTIVEIt is your problem, whatever the... Managing Stock Accurately Knowing what you have.WHY IT MATTERSSelling something you do not have produces a cancellation, a... Measuring Fulfilment Performance What to track.WHAT TO MEASURETime from order to dispatch Delivery success rate Delivery failure... Packing Orders Properly Protecting the goods.WHY IT MATTERS HERENigerian delivery is not gentle.Under-packaging costs... Setting Delivery Charges What to charge customers.THE OPTIONSFlat rate per zone Weight or size based Free above a... Setting Delivery Expectations Managing what customers expect.THE PRINCIPLEUnder-promise and deliver.Late against a promise... Shipping and Fulfilment: Everything That Matters, Briefly The whole category in one page.DECIDE BEFORE SELLINGWhere you deliver, what it costs you, what... Stock for Made-to-Order and Custom Items When you do not hold stock.WHAT DIFFERSNothing sits on a shelf. Everything is produced after the... Suppliers and Restocking Keeping goods available.WHAT TO ESTABLISH WITH A SUPPLIERLead times Minimum order quantities... Tracking and Delivery Updates Keeping customers informed.WHY IT MATTERSCustomers who can see where their order is contact you... What You Need to Decide Before Selling Delivery decisions that come first.WHAT TO ESTABLISHWhere you will deliver Who will deliver What... Working With Courier Companies Practical arrangements.WHAT TO ESTABLISH BEFORE COMMITTINGRates to your common destinations... Writing a Delivery Page The information customers need.WHAT TO INCLUDEWhere you deliver What it costs, per area How long... Writing a Returns Policy Terms customers can rely on.WHAT IT MUST STATEWhether you accept returns Within what period In...

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