Carrier delivery delays: a guide for retailers

Delivery delays can occur while goods are being supplied to the store, an order is being picked and packed, or a parcel is in transit. The store needs to monitor each stage separately, tell the customer the actual order status, and allow for longer supply lead times when planning inventory.

Delivery starts before the parcel is handed over to the carrier

Before goods are sent to the customer, they go through several stages: ordering from the supplier, receiving, recording the stock receipt, transfers between warehouses, reservation, picking, and packing.

A delay can occur before a waybill (TTN) is created. The supplier may postpone a delivery, part of the batch may still be in transit, or the required item may be transferred from another store.

Use precise statuses when communicating with customers:

• the goods are in stock and available for order picking;
• the goods are expected from the supplier or another warehouse;
• the order has been handed over to the carrier, with a waybill number and a shipment status.

This helps the customer understand which stage the order has reached and who is responsible for the next action.

Communicate order preparation and transit times separately

The phrase 'delivery in 1–2 days' combines the store's processing time with the carrier's transit time. The store sets the time needed to check availability, pick and pack the order, and hand over the parcel. The carrier estimates delivery after the shipment is booked. This estimate can change in transit.

On the website and when confirming an order, specify:

• when the store will hand the parcel over to the carrier;
• the estimated delivery time shown by the carrier;
• whether the goods are in stock or need to be ordered;
• the conditions that apply to pre-orders and reservations.

This information is especially important for goods needed by a specific date: gifts, equipment for opening a store, spare parts, and materials for planned work.

Recalculate stock requirements when supply lead times change

The minimum stock level depends on sales and delivery frequency. If goods previously arrived every three days but the next batch now arrives after seven days, the previous stock level may not cover demand until replenishment.

The «Автоматичний розрахунок складських запасів» (Automatic Inventory Calculation) option analyzes sales over the selected period and takes the supply lead time into account. The calculation form includes the field «Період поставки, дні» (Supply Lead Time, Days). The result is a recommended minimum quantity of goods.

For a chain with different demand at each store, use the «Мінімальні та максимальні залишки за складами» (Minimum and Maximum Stock Levels by Warehouse) option. It lets you set separate values for each inventory location and calculate replenishment needs by warehouse.

Recalculate requirements for product groups whose sales or actual supply cycle have changed. Increasing all stock levels indiscriminately creates excess inventory and ties up additional working capital.

Record reservations and pre-orders when accepting an order

Pre-orders affect purchasing and available stock. The employee must record the item, quantity, deadline, customer details, advance payment terms, and the procedure for changing the order.

Customer order management provides two reservation methods:

1. Transfer to a temporary storage warehouse. The goods are separated from the main warehouse stock and are not included in the main warehouse stocktake.
2. Nominal reservation. The goods remain in the main warehouse, stay in circulation, and can be sold or transferred. The store must ensure the required quantity is available by the order fulfillment date.

Choose the method when accepting the order. You can also accept an advance payment and generate a report on ordered and reserved items. The report shows which goods must be in the store and by what date.

Physical reservation is appropriate for scarce or specially ordered items. For goods with stable availability, nominal reservation may be sufficient if the report is monitored regularly.

Duplicate orders distort demand

Customers sometimes order the same goods from several stores so they can accept whichever parcel arrives first. Each seller treats the order as real demand, reserves the item, plans purchasing, and spends time preparing it.

The store should confirm large orders before purchasing the goods and establish clear advance payment terms for items sourced for a specific customer. The customer should cancel unnecessary orders as soon as the final choice is made.

A created waybill and a parcel handed over are separate statuses

A waybill number alone does not confirm that the carrier has accepted the parcel. The manager needs the shipment status to tell the customer the actual delivery stage.

The «Інтеграція з Новою поштою» (Integration with Nova Poshta) option works with goods issue documents in the «Торгівля з випискою рахунка» (Sales with a Payment Request) mode. It lets you create waybills, print them, and track shipment status, the estimated delivery date, and the delivery cost.

Configure automatic updates through Налаштування → Завдання за розкладом → Масове оновлення статусів ТТН поштових сервісів (Settings → Scheduled Tasks → Bulk Update of Postal Service Waybill Statuses). Specify the postal service, start time, execution type, and active status in the task. Execution results are saved in the log.

A single shipment list helps you quickly find parcels with no tracking movement, check cash-on-delivery payments, and prepare an accurate response to the customer.

Check the assessed value before creating a waybill

The field in the waybill form is called «Оціночна вартість» (Assessed Value). If it is left blank, a value of 300 UAH is used when the shipment is created.

The carrier's rules use the term «оголошена цінність» (declared value). It must match the shipment's market value and is taken into account when calculating compensation for damage or loss.

For goods worth more than 300 UAH, fill in this field deliberately. Include a value check in the order preparation procedure, especially for electronics, equipment, and other expensive goods.

Uncollected shipments create additional costs

Costs include employee time, packaging, delivery, storage, return shipping, and receiving the goods again. While the parcel is with the carrier, that unit is unavailable for another sale.

The free storage period depends on the shipment type and the carrier's terms. Under Nova Poshta's current terms, most shipment types have seven days of free storage, while pallets have three days. The storage period starts on the day after arrival at the recipient's branch. Storage is charged after that.

After 30 days of storage at the branch, the shipment is considered unclaimed. The carrier has the right to deal with it at its discretion, including disposal. The store needs to arrange its return before this deadline.

An automatic return service is available to customers with a service agreement. The sender specifies how many storage days should pass before the parcel is returned. Check current deadlines and tariffs when configuring the store's rules.

For management accounting, record the number of uncollected orders, delivery and return costs, and repeat cases by customer. These data help identify order categories that require advance payment.

What to tell the customer when a parcel is delayed

Once the carrier accepts the parcel, the waybill becomes the main source of information. An additional sorting center or a changed route does not in itself mean the shipment is lost.

The store checks the handover date, recipient details, and available status. If necessary, the seller submits an inquiry as the sender. A response to the customer only needs four facts: the handover date, waybill number, current status, and the store's next action.

Force majeure does not automatically end obligations

Force majeure circumstances are certified in relation to a specific contract or obligation. The business must prove that those circumstances objectively made performance impossible. The existence of martial law alone does not exempt the seller from informing the customer or taking the actions that remain possible.

Who is responsible for each stage?

Action checklist for the store

This process reduces uncertainty for the customer, repeated inquiries, and purchasing errors. Each party receives accurate information about its part of the process and the next action.