Orders can get lost in transit or fail to be delivered. There can be multiple reasons for a failed order delivery. To increase the rate of a successful order delivery you can collect your customer’s phone number and set up automatic shipping confirmation notifications.


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Collect your customer’s phone number

To increase the rate of a successful order delivery you need to collect your customer’s phone number during checkout or after they place their order.

You can configure your Shopify checkout settings to collect your customer's phone number. You can set up the phone number field as required, optional, or hidden. If you set it up as required, then this might decrease your order conversion rate.

You can set up the phone number field as optional, and if your customer doesn’t provide a phone number during checkout, then you can manually contact your customer after they place their order and ask for their phone number. Learn more about configuring your customer’s phone number settings.

Review the following considerations on why you might want to collect your customer’s phone number:

  • Local carriers might need a phone number to inform your customer about the planned delivery.

  • Local post offices might want to inform your customer about the package pick-up.

  • If your customer’s package gets stuck in customs, then the local customs office needs a valid phone number to contact your customer about the package clearance

However, depending on the destination country and carrier, a carrier’s SMS might contain a reference to “AliExpress”. If you’re selling products to the same country where you live, then you can place a test order to check whether the carrier sends an SMS and refers to “AliExpress”.


Set up automatic shipping confirmation notifications

You can set up automatic shipping confirmation notifications. You can choose whether you want to send automatic emails or SMS notifications. These notifications automatically inform your customer after their order is shipped by the supplier and contain a tracking number if applicable.

By doing this, your customers can follow the journey of their package and see when their package arrives at their local post office. Learn more about setting up shipping confirmation notifications.

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