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In the world of e-commerce, everything is going well... until the customer's order suddenly stops!
The order is completed, payment is in, but suddenly it's stuck in the middle... no shipping notification or new update has been received, and the customer begins to get nervous.
And here the difficult task begins: How do you act? What do you say to the customer? And how do you protect your store's reputation?
The Saudi market today is full of online stores, and customers have many options. But what differentiates you from others is how you handle crises.
Here, we'll give you a clear plan to help you handle these situations professionally and retain the customer instead of losing them.
1. Never Ignore the Customer
The first reaction a customer will make is to message you or call customer service. Here's the most important point: Respond quickly.
Even if you don't have an immediate solution, just respond and reassure them that you've seen the problem and are working on it.
A quick response reduces customer anxiety and makes them feel that you truly care.
2. Understand exactly where the problem lies
Before you respond to the customer with guesswork, check the order:
• Is the problem with the payment gateway?
• Is the order stuck in the system?
• Has the shipping company not received the order?
• Is there a delay due to an incomplete or unclear address?
Gather all this information first, and then you can give the customer a clear and accurate response.
3. Contact the responsible party directly
If the problem is with the shipping company, don't wait. Contact them directly and expedite their response.
If it's with the store's system or the payment gateway, contact technical support and obtain a tracking number or report from them.
Every minute of delay without action harms your image in the eyes of the customer.
4. Inform the customer of the details (professionally)
People appreciate honesty, but do so in a polite manner. Say, for example:
"Dear customer, we have noticed a delay in processing your order due to a delay in receiving the shipment from the shipping company. We have contacted them and are following up on the situation, and we will keep you updated with any updates."
Honesty + follow-up = a satisfied customer, even if there are delays.
5. Compensate the customer if necessary
If an order is delayed longer than expected, especially if it's a rush order, consider compensating the customer:
• A discount for the next order
• Free shipping
• A small gift
This will make the customer forget the situation, and they may even praise your store in reviews!
6. Improve your store's follow-up system
After you resolve the issue, you should review:
Is there an automatic notification that appears if orders are delayed?
Can the customer easily track their order from their account?
Does your team know what to do if an order is stopped?
Smart systems, such as those provided by companies like "Sahl," help you build a clear order flow and automatically follow up with the customer without stress or confusion.
7. Teach your team how to deal with it
If you have more than one person answering customers, train them to respond politely and quickly and to explain the problem in simple language.
Professional handling during a crisis is what makes customers respect your store and excuse you, even if there is a delay.
A customer order that gets stuck in the middle isn't the end of the world, but it's a real test for your store.
Your response, your actions, and your interactions determine:
Will this customer continue with you?
Or will they leave a negative review and be transferred to another store?
Smart follow-up solutions, prompt responses, and clear communication are all keys to gaining customer satisfaction and trust.
If you want to avoid these details and ensure all orders run smoothly, you can rely on "Sahl" to create an online store with all the systems you need, from order tracking to notifications and customer service.
You can create your store easily
