So you ordered something online, and what showed up on your doorstep was a completely different product or the right thing in the wrong color, size, or model. We’ve all been there. Receiving the wrong e-commerce order happens sometimes, and it’s prevalent enough to warrant a closer look at why, despite the extensive, technology-driven shipping logistics currently governing most e-commerce operations. Get answers below!
The Mix-Up Starts in the Warehouse
Most e-commerce mistakes occur during the warehouse stage, specifically in the picking and packing process. Warehouses are massive spaces filled with thousands (sometimes millions) of items stored in aisles that look like labyrinths. Workers and robots have the job of matching customer orders to the correct items. While it seems straightforward in theory, in practice, there’s a lot that can go wrong. These are the most common mishaps that occur:
- Items are misplaced on shelves, so the wrong product gets scanned and shipped.
- Barcodes or SKU numbers are similar and easily confused.
- Tight deadlines lead to rushed, inaccurate packing.
Human Errors vs. Automation
Many e-commerce companies have turned to automation to improve warehouse picking accuracy, but errors still happen. For one, the technology isn’t perfect. Robots and AI-driven systems are great at speed and precision, but they are subject to software glitches and misprogramming.
Moreover, people still must be part of the equation. And although people bring intuition and quick problem-solving skills to address hiccups machines might overlook, we all make mistakes, especially when overworked or under pressure from demanding order quotas.
Meeting E-Commerce Expectations
The next time you receive the wrong e-commerce order, remember that it’s not just bad luck. There are many potential reasons why it happened. Wrong orders are frustrating, but understanding where the breakdown happens can help you stay patient while you sort things out. Fortunately, brands are constantly working to improve because they want to make online shopping the convenient, seamless experience it should be to produce happy customers.
