How a New Delivery Method Reduced Failed Deliveries by 30% in Belgium

Samuel Freitas · 2026-10-07

Managing failed deliveries is a constant challenge in e-commerce, especially with the COD (Cash on Delivery) model. A new method implemented in Belgium delivered significant results, reducing this rate by 30%. Below, I’ll break down the steps that led to this improvement.

Implementing more flexible delivery options

1. Diversifying delivery options: We introduced different delivery time slots, including evening and weekend options. This allowed customers to choose more convenient times to receive their orders.
2. Pickup points: We partnered with convenience stores and supermarkets so customers could pick up their orders at these locations, giving them more flexibility.

Proactive customer communication

1. Regular updates: We implemented an automated messaging system that kept customers informed about their order status, from confirmation through delivery. This reduced anxiety and increased customers’ confidence in the process.
2. Post-delivery follow-up: After delivery, we sent a message asking for feedback on the experience, which helped us identify issues quickly.

Reducing delivery times

1. Local partnerships: We partnered with local logistics companies that made faster deliveries possible, often on the same day. Being closer to the customer reduced wait times and improved satisfaction rates.
2. Efficient route planning: We used technology to optimize delivery routes, allowing drivers to make more deliveries in less time.

Ongoing feedback from the customer service team

1. Regular meetings: We held weekly meetings with the customer service team to discuss the feedback we received, identify patterns, and spot areas that needed improvement.
2. Ongoing training: The team was trained to manage customer expectations and offer quick solutions to identified issues.

Marketing strategy adjustments

1. Data analysis: Based on the information we collected, we adjusted marketing campaigns to highlight delivery flexibility and service reliability, attracting new customers.
2. Segmentation: We gained a better understanding of our customers’ behavior and segmented offers based on the preferences we identified, increasing the conversion rate.

These actions led to a significant reduction in failed deliveries and improved the customer experience.

How many delivery options do you currently offer, and what’s your failed delivery rate?