How to reduce disputes and save time with automated package tracking?

In ecommerce, the post-purchase experience has become as crucial as navigation or payment. 92% of customers consider it essential to receive real-time updates on their delivery progress. This expectation is significant, as it directly influences trust and loyalty. In fact, one in four buyers states that they will not shop at an online store that does not provide order tracking.

For e-merchants, the commitment to transparency has become a key differentiator. Failing to meet this expectation risks increasing complaints, overwhelming customer service, and ultimately impacting sales.

Costly and time-consuming disputes

The most common complaint from buyers remains the notorious "product not received." Each case requires time for internal searches, exchanges with the carrier, and responses to often impatient customers. The result is lost hours, pressured teams, and an immediate risk to cash flow.

In the event of a dispute, the funds related to the order are typically frozen while the issue is resolved. Money can be tied up for several days or even weeks. For a merchant, regardless of size, these delays can undermine financial stability.

Moreover, the repetition of complaints leads to an overload for customer support. Numerous emails or calls are spent reassuring customers about the whereabouts of a package when clear and automated information would suffice.

Transparency as a lever for satisfaction and loyalty

Conversely, proactive tracking management radically transforms the customer experience. By providing visibility, the merchant preempts questions and establishes a relationship of trust. The benefits are numerous:

• Reduction in disputes: up to 80% fewer "product not received" complaints.
• Accelerated cash flow: funds released more quickly thanks to automatic delivery confirmation.
• Fewer manual tasks: elimination of repetitive tracking number entries and tedious status email management.
  Satisfaction is enhanced: a seamless experience minimizes frustration and reduces the churn rate, which is the loss of customers over time.

But transparency doesn’t stop there: it plays a crucial role in online reputation. Indeed, 60% of consumers post negative reviews when they experience poor delivery service. Preventing these situations not only avoids disputes but also protects brand image and maximizes the chances of repurchase. The impact is significant, as 94% of French buyers consult reviews during their shopping journey!

Best practices for successful post-purchase

Implementing effective tracking goes beyond simply providing a tracking number. Consumers now expect a comprehensive experience that combines transparency and simplicity. Specifically, this involves:

• Proactive notifications: do not wait for the customer to ask for updates; inform them at each key stage (shipping, in transit, delivered).
• Clear and centralized tracking: a dedicated page or accessible customer area prevents frustration and minimizes the need for support inquiries.

This last point is nearly indispensable: the growing popularity of tracking applications speaks for itself. 60% of Europeans say they would like a single interface to track all their packages in transit, regardless of the carrier. This expectation is even stronger in Italy and Spain (68%), Belgium (65%), and the United Kingdom (63%). A clear signal that simplification and centralization of tracking have become essential criteria for satisfaction.

The solution via PrestaShop Checkout

To help merchants take this step, PrestaShop Checkout with PayPal now integrates automated package tracking directly into its version 5.

Specifically, there is no longer a need to spend time manually entering tracking numbers; they are automatically imported into the solution. Customers can check the status of their order from their PayPal account, freeing merchants from a very time-consuming task.

The benefits are immediate:

• Fewer disputes thanks to integrated proof of delivery.
• Dispute automation: up to 90% of requests for proof eliminated due to automatic tracking transmission. (Source: Internal PayPal data from January 1 to July 7, 2023, regarding dispute criteria for "Item Not Received" in the United States. Each dispute is considered "resolved" when the package is marked as delivered.)
• Better protection for merchants: more disputes resolved in their favor.
• Payments released more quickly, with retention periods reduced by up to 22%, improving cash flow. (Source: Internal PayPal data from December 2023 to March 2024 in Germany, France, the United Kingdom, Spain, and Italy, analyzing 50 merchants. These merchants shipped trackers on 40% or more of their XO brand transactions. The types of disputes considered include items not received (INR) and unauthorized transactions (UnAuth).)
• Operational time savings through the elimination of manual entries.

And most importantly: PayPal becomes a single access point for your customers to all their orders, regardless of the carrier. With one account and one application, they can easily track all their shipments. The result is a smoother experience, a key factor for satisfaction and loyalty.

In a context where every experience counts, offering automated delivery tracking is no longer an option. It is a concrete response to customer expectations, a means to reduce disputes, lighten the support burden, and secure cash flow.