As ecommerce continues to grow year-over-year, shipping costs remain one of the most critical elements affecting profitability. Dimensional weight pricing, often abbreviated as dim weight, is a crucial concept that every ecommerce business must grasp to avoid overpaying for shipping. This pricing model is designed to account for the space that a package occupies in relation to its actual weight. Whether you are a small business owner or managing logistics for a large ecommerce operation, understanding how dimensional weight works can help streamline your shipping processes and save on costs. In this article, we will break down what dimensional weight is, why carriers use it, and how to manage and minimize its impact on shipping expenses.

What is Dimensional Weight?

Dimensional weight is a pricing technique used by shipping carriers to charge based on the volume of a package rather than its actual weight. In traditional weight-based shipping models, customers pay according to the physical weight of their package. However, this approach doesn’t always account for packages that are large but lightweight—think of a large box filled with foam padding or bubble wrap, but containing only a small item inside. In these cases, the carrier is still using valuable space on their truck or aircraft, and thus, dimensional weight is applied.

To calculate dimensional weight, the carrier will use a formula that considers the dimensions of the package—its length, width, and height. For most carriers, this is usually done by multiplying these three dimensions together to find the volume of the package. That number is then divided by a standard “dimensional factor,” which varies depending on the carrier.

For example, if a box measures 12 inches long, 10 inches wide, and 8 inches tall, the volume would be 960 cubic inches (12 x 10 x 8). The carrier would then divide that number by the dimensional factor (let’s say it’s 139 for domestic ground shipping with FedEx or UPS), which results in a dim weight of 6.9 pounds (rounded up to the nearest pound, so 7 pounds). If the actual weight of the package is 3 pounds, the carrier would charge for the 7-pound dimensional weight instead of the actual weight, since it takes up more space.

Why Do Carriers Use Dimensional Weight?

Carriers adopted dimensional weight pricing to more accurately reflect the costs of transporting packages. Shipping is not only about the weight of the package—it’s also about how much space it occupies in a truck or airplane. The more space a package takes up, the less room there is for other packages. For shipping carriers, this means they can carry fewer goods, which ultimately reduces their efficiency and increases costs.

In recent years, the rise of ecommerce has led to an influx of smaller, lightweight items that are packaged in oversized boxes. While these packages are light in weight, they take up considerable space in transportation vehicles. As a result, carriers needed a way to ensure they were being fairly compensated for the space they were losing in favor of these packages. Dimensional weight provides a more accurate measure of the space a package occupies, which helps carriers balance costs, maximize capacity, and avoid inefficiencies.

Additionally, with the increasing popularity of express shipping and global commerce, international shipping has become more complex. In the case of air freight, the cost of moving goods is heavily influenced by the weight-to-space ratio. Shipping carriers must account for both weight and volume when determining prices to remain competitive while covering their expenses. Dimensional weight ensures that carriers are not subsidizing the cost of lighter, bulkier packages, which is crucial for maintaining profitability in a highly competitive and resource-intensive industry.

The Importance of the DIM Factor

The “DIM factor” is a crucial element in dimensional weight pricing. This factor represents the “expected” ratio of a package’s volume (in cubic inches) to its weight. It plays a vital role in determining the dimensional weight of a package, and its value can vary depending on the carrier and the mode of transportation (ground, air, etc.). The DIM factor is a multiplier that converts the volume of the package into a weight equivalent. A lower DIM factor means that less volume per pound is “expected,” resulting in a higher dimensional weight, while a higher DIM factor leads to a lower dimensional weight for the same package.

Understanding the DIM factor is essential for ecommerce shippers because it allows them to better estimate shipping costs. As indicated above, different carriers may use different DIM factors, and knowing these differences can help make more informed decisions about which carrier to choose for a specific shipment. Additionally, some carriers may update their DIM factors periodically, so it’s important to stay informed about any changes to ensure you’re not caught off guard by unexpected cost increases.

Carriers can offer different DIM factors depending on the type of shipment. For example, express and international shipments might have a different DIM factor compared to standard ground shipping. This variation in the DIM factor means that dimensional weight can affect the total cost of shipping depending on how quickly the package needs to reach its destination and the method of transport being used.

Differences in DIM Factors Among Carriers and 3PLs

Different shipping carriers use slightly varied dimensional weight (DIM) calculation methods, primarily by adjusting the DIM factor, which influences how volume converts to weight. For example:

• FedEx, DHL, and UPS generally use a DIM factor of 139 for ground shipments within the U.S.
• USPS uses a factor of 166.

Additionally, different DIM factors may be used for air as opposed to ground shipments. This means that the same package might be billed at different rates depending on which carrier is used, making it crucial for shippers to compare options before selecting a service.

Some carriers also offer customized DIM factors for high-volume shippers or businesses that negotiate specific contracts. Additionally, certain services, such as USPS Priority Mail, do not apply dimensional weight pricing unless the package exceeds a particular size threshold (e.g., one cubic foot for domestic shipments). Understanding these variations can help ecommerce businesses strategically choose carriers and optimize packaging to minimize shipping costs.

In addition to differences in DIM factors among carriers, various 3PL services may use differing DIM factors when assessing fulfillment or inventory removal fees. Just as carriers use different DIM factors when calculating rates for different kinds of shipments, 3PLs may use different factors for domestic as opposed to international shipments, or for specific product classes. Be sure to confirm the DIM factors used by any 3PL service, including FBA, to accurately forecast shipping and fulfillment costs.

How to Minimize Dimensional Weight Costs

While dimensional weight pricing is a reality that ecommerce shippers must navigate, there are several strategies that can help minimize the associated costs. Here are some practical tips for reducing the financial impact of dimensional weight:

1. Optimize Packaging: One of the most effective ways to reduce dimensional weight charges is to carefully consider the packaging you use. Shipping products in unnecessarily large boxes is a common mistake that results in higher shipping costs. Choose packaging that fits the product as closely as possible without wasting space. Nowadays, there is cartonization software that helps you decide what package to use to minimize excess space. If you can’t, you may also want to explore packaging materials like air pillows or foam inserts that can better protect your products while minimizing wasted space.
2. Use Custom Packaging: If you consistently ship products that have irregular shapes or sizes, investing in custom packaging could be a smart move. Custom packaging allows you to reduce empty space within the box, which will help lower the dimensional weight.
3. Consolidate Shipments: For businesses that ship multiple items, consolidating shipments into fewer packages can help lower dimensional weight charges. Instead of sending each item individually, combine them into a larger, more efficient package. This strategy helps spread out the dimensional weight across multiple products, reducing the overall cost of shipping.
4. Take Advantage of Volumetric Pricing: Some carriers offer volume discounts or reduced dimensional weight charges for larger or heavier shipments. If you regularly ship large volumes, consider negotiating with carriers for better rates based on your shipment sizes. Shipping in bulk or negotiating long-term contracts with carriers can also provide discounts on dimensional weight charges.
5. Compare Carrier Rates: As we’ve discussed, the DIM factor used can vary between carriers or between services for a given carrier. The exact same package can be billed as 18 pounds in one carrier account and 35 pounds in another. Therefore, it’s important to compare rates from different carriers to see who offers the most cost-effective pricing based on your packages’ size and weight.
6. Monitor Your Shipments: Consistently tracking your shipping costs and reviewing your packaging practices can lead to ongoing savings. If you notice that certain shipments are disproportionately affected by dimensional weight pricing, reassess your packaging and look for ways to reduce the dimensions of those shipments.
7. Choose the Right Service: When selecting a shipping method, choose the one that best fits the size and weight of your package. Ground shipping, for example, often has different dimensional weight rules than air freight, and express services can come with higher fees due to the faster delivery time. Take time to analyze your options before committing to a particular service.

Conclusion

Dimensional weight pricing is a necessary part of modern shipping, particularly for ecommerce businesses that regularly ship lightweight but bulky packages. Understanding dimensional weight, the importance of the DIM factor, and how to minimize costs can significantly improve your bottom line. By optimizing packaging, choosing the right carrier, and staying informed about changes in pricing, you can effectively navigate dimensional weight charges and keep your shipping expenses in check. In the competitive world of ecommerce, small adjustments to your shipping strategy can lead to big savings, ultimately helping you offer more competitive pricing and enhancing your customers’ satisfaction.

Fortunately, Cahoot is here to help. Our state-of-the-art shipping software is able to integrate across all major sales channels and compares rates across carriers to automatically select the most cost-effective options to meet your delivery requirements. Our nationwide network of warehouses ensures that, whatever your product and wherever your customer base, we are able to accommodate your specific fulfillment needs. Our proven solutions can help small businesses scale into established players, provide needed savings to sellers seeking to remain competitive, or find the best shipping solutions for bulky or hard-to-ship products. Whatever blockers are keeping your business from reaching its potential, Cahoot is here to help.

Frequently Asked Questions

Why is dimensional weight used by carriers?

Dimensional weight is used to account for the space taken up by a package as well as its weight. This kind of pricing has long been used for services like air freight, where space is at a premium and must be accounted for. With the explosion of ecommerce in the late 2000s and early 2010s, the major carriers began to apply dimensional weight pricing to ground shipments around 2015, to ensure that limited space in freight and delivery trucks is used efficiently.

Why do DIM factors differ between carriers or services?

Different carriers use varying DIM factors to align their pricing models with their specific operational costs, transportation methods, and target markets. The DIM factor represents the volume that equates to one pound of billable weight, and adjusting the factor allows carriers to balance space utilization and profitability. A lower DIM factor results in a higher dimensional weight, meaning shippers are charged more for bulky but lightweight packages. Conversely, a higher DIM factor allows for more generous volume-to-weight conversions, reducing costs for shippers.

In today’s aggressive ecommerce landscape, small businesses face the challenge of meeting growing customer demands while maintaining efficiency and cost-effectiveness. The right shipping software can change this rough wilderness into a smooth and straight road to success.

Understanding Small Business Shipping Needs

Before diving into specifics, it is crucial to evaluate the unique requirements and pain points for small businesses; starting out, many small businesses solve problems with manual work; only as things start to scale does it make sense to automate. Here are the key areas where shipping software can save small businesses time and money:

• Shipping Volume
  Small businesses may get away with inefficient shipping processes at the start, but processing hundreds of orders a day requires different tools than handling just a few orders. As sales volume increases, inefficiencies in manual shipping processes slow everything down, increasing customer dissatisfaction. Conversely, Time and Cost savings compound with higher shipping volume automation, becoming more and more necessary as shipping volume increases.
• International Shipping
  Domestic-only shipping is much simpler compared to international shipping. International shipping requires customs documentation that needs to be often manually configured for products and appear properly on packaging labels. Some shipping software can automate this, while others require manual creation for each international order’s customs forms.
• Non-Standard Product Characteristics
  Products with special handling requirements (hazmat) or bespoke details benefit from shipping solutions that can handle complex packaging, mailers, and dunnage (packaging filler). If products vary widely in size or weight, then packaging inventory tracking and correct cartonization (packaging assignment) can save money on shipping.
• Additionally, shipping software that integrates and automates the printing and processing of shipping labels and packing slips in bulk, even for non-standard products, can significantly impact the overall cost and efficiency of shipping operations.
• Ease of Setup and Use
  Shipping software needs to be simple and easy to configure and use. Ease of use ensures the team can leverage the software’s features and prevents orders lingering in limbo between systems.
• Technical Support Access
  A critical but often overlooked factor in choosing shipping software is the level of support offered by the provider. Small businesses need solutions quickly and if the shipping software has an issue and technical support is slow to respond then operations can grind to a halt. Availability via multiple communication channels such as email, chat, SMS, and phone facilitates prompt resolution of issues.
• Self Service Support Options
  Access to tutorials, webinars, and FAQs help the team maximize the software’s capabilities and solve problems immediately instead of waiting hours or days for Support tickets to resolve.
• Affordability
  Small businesses often have tight budgets and have to maximize value. Good shipping software saves a small business money on shipping costs alone even before factoring in time savings and other multipliers.
• Scalability and Integration
  The shipping software should integrate smoothly with existing ecommerce platforms, accounting systems, and inventory management tools to minimize manual data entry and errors. The chosen solution must also scale with small business needs as the business grows; higher order volumes, additional sales channels, and increasing complexity can mean yesterday’s solutions no longer solve today’s problems. It is also important to choose shipping software that can handle multiple sales channels; ensuring compliance with specific labeling requirements for each marketplace.

Understanding What Shipping Software Does for Small Businesses

Fundamentally, shipping software integrates with ecommerce platforms to streamline shipping for orders. It doesn’t matter how great order management software can be if orders can’t ship! Shipping software is an integral platform for managing every aspect of ecommerce order fulfillment.

Here are some key features to look for in shipping software for ecommerce businesses:

1. Integration with Ecommerce Platforms: Look for shipping software that integrates seamlessly with ecommerce platforms. Integration ensures smooth data flow and reduces manual data entry; the whole point of using shipping software is to help automate shipping; manual data entry means the shipping software is a side-grade, at best.
2. Automated Order Import and Export: Ensure the shipping software can automatically import orders from the ecommerce platform, eliminating the need for manual data entry and reducing the risk of errors. Once orders are processed, shipping labels and tracking data need to pass back to the ecommerce platform automatically.
3. Multi-Carrier Support: Choose shipping software that supports multiple carriers, comparing rates and services across different providers. This flexibility helps find the most cost-effective and reliable shipping options.
4. Real-Time Tracking: Provide customers with real-time tracking updates and automated shipping notifications to enhance their experience. This transparency builds trust and keeps customers informed about their orders.
5. Discounted Shipping Rates: Take advantage of discounted shipping rates and services offered by shipping software providers to reduce shipping costs. These discounts can significantly impact profitability and competitiveness.

For small businesses, the right shipping software is a gateway to professionalizing logistics without the need for a large, in-house team to handle orders every day.

Choosing the right solution can transform complex shipping operations into seamless workflows, empowering small businesses to compete with larger players. Choosing the wrong solution can complicate order processing and lead to mistakes and frustrated customers. This guide explores the essential aspects of selecting the shipping software that best fits small business needs.

Benefits of Using Shipping Software

Using shipping software can bring numerous benefits to a small business. Here are some of the most significant advantages:

1. Increased Efficiency: Shipping software automates many necessary tasks, such as printing shipping labels, tracking packages, and updating shipping data. This saves time and reduces the risk of human error, allowing a small team to focus on other critical aspects of the business.
2. Reduced Shipping Costs: By comparing shipping rates and services across multiple carriers, shipping software ensures the best deal for each order. This can significantly reduce shipping costs and improve the bottom line.
3. Improved Customer Experience: With shipping software, small businesses can provide customers with real-time tracking updates, accurate delivery estimates, and automated shipping notifications. This transparency enhances customer satisfaction and loyalty while helping a small team stay on top of all customer-facing activity.
4. Enhanced Data Analysis: Shipping software provides valuable insights into shipping data, helping identify trends, optimize shipping process, and make data-driven decisions. This can lead to more efficient operations and better strategic planning.
5. Scalability: As a small business grows, the right shipping software can handle increased shipping volumes and complexity with ease. This scalability ensures that shipping operations remain efficient and effective, even as business expands.

Shipping Software Features Breakdown

When evaluating shipping software consider both the immediate and long-term needs for the business. There is a diverse range of shipping software options available to meet various business needs, emphasizing the importance of understanding specific shipping requirements.

• Multi-Carrier Integration: A platform that connects with multiple carriers enables comparison between rates to select the most cost-effective option for each shipment. The more range in the product catalog size and weights, the more important managing multiple carriers becomes. If all products are the same size and weight (playing card games, different colored shirts, etc.) then the majority of shipments will use a single carrier service.
• Rate Comparison Tools: Real-time rate comparison between different carriers and services help optimize shipping costs while maintaining service quality by using the best method that gets to the customer on time. However, rate comparison is often manual. Comparatively, Cahoot provides automatic 0-click rate shopping and label generation. If the business focuses on international or specific domestic areas, relying solely on major carriers may not be sufficient and not all shipping software supports niche providers.
• Automated Label Creation: Streamlining the label creation process reduces manual work, minimizes errors, and accelerates fulfillment. Shipping volume is a force multiplier for label automation, as saving 10 seconds per label can result in hours of time savings per day. Cahoot is 21x faster than ShipStation.
• Tracking and Notifications: Providing customers with real-time shipment updates improves transparency and satisfaction. Managing customer expectations and clearly conveying the latest information means customers are much more understanding of carrier delays or other issues.
• Packaging Management and Assignment: Running out of boxes means higher costs as the wrong box is used, increasing shipping costs. Automatically assigning the correct package for each item is also important for orders requiring discreet packaging.
• Return Management: Simplified returns processes enhance customer loyalty and save time for the team. Returns are an unavoidable part of online retail and return rates are steadily rising.

Future-Proofing the Shipping Solution is Vital for Small Businesses

As business grows, shipping needs will evolve. Choosing scalable software that accommodates increased shipping volumes, additional sales channels, and complex logistics is essential. Look for solutions that can meet not just current needs but also future growth.

• Handle seasonal surges without compromising performance.
• Support expansion into new markets or products.
• Handle multiple inventory and orders across multiple warehouse locations.
• Integrate with additional tools and advanced capabilities, such as advanced analytics or CRM systems.

Future-proofing software choice ensures it remains a valuable asset as business scales instead of becoming an albatross.

Advanced Capabilities for Growing Businesses

As business scales, advanced features can add significant value.

• Artificial Intelligence (AI): AI-powered tools optimize warehouse and product organization, predict delivery delays, and offer process improvement insights.
• Branding: Custom shipping labels, tracking pages, packing slips, and return portals are all points of customer interaction to reiterate and reinforce brand value.
• Customization Options: Businesses with unique needs may require solutions with robust customization capabilities to avoid frequent platform changes.
• Analytics and Reporting: Detailed reports on shipping costs, delivery performance, and customer feedback help refine strategies and improve margins. These reports enable businesses to optimize carrier choices and leverage discounted rates to further reduce shipping costs.
• Omnichannel Integration: For businesses selling across multiple platforms, seamless integration with ecommerce and point-of-sale (POS) systems ensures consistency and prevents errors and duplication of work.

Shipping Software Security and Compliance

Shipping software security and compliance are critical to protecting business and customer data. Here are some key considerations:

1. Data Encryption: Ensure the shipping software uses robust data encryption methods to protect sensitive information, such as customer addresses and payment details. This encryption safeguards data from unauthorized access.
2. Compliance with Regulations: Verify that the shipping software complies with relevant regulations, such as GDPR, HIPAA, and PCI-DSS. Compliance ensures that the business adheres to legal standards and protects customer privacy, which in turn protects from liability and customer loss of trust.
3. Secure Payment Processing: Choose shipping software that integrates with secure payment gateways, such as PayPal or Stripe. Secure payment processing protects customers’ financial information and builds trust.
4. Access Controls: Implement access controls to restrict user access to sensitive data and shipping software features. This ensures that only authorized personnel can access critical information.
5. Regular Security Updates: Ensure the shipping software provider regularly updates and patches their software to prevent security vulnerabilities. Regular updates keep systems secure and protect against constantly emerging threats.

Shipping Software Integration with Other Tools

Shipping software integration with other tools and systems is essential to streamline shipping processes and improve efficiency. Here are some key integrations to consider either as an established part of the shipping software or an integration with 3rd party systems:

1. Ecommerce Platforms: Integrated shipping software with ecommerce platform ensures automatic order import and fulfillment. This integration reduces manual work and ensures accurate order processing.
2. Order Management Systems: Integrated shipping software with order management systems streamline order processing and tracking. This integration helps manage orders more efficiently and reduces errors.
3. Inventory Management Systems: Integrated shipping software with inventory management systems ensure accurate inventory levels and prevent overselling. This integration helps maintain stock accuracy and improves customer satisfaction.
4. Accounting and Bookkeeping Software: Integrated shipping software with accounting and bookkeeping software automates shipping cost tracking and invoicing. This integration simplifies financial management and ensures accurate record-keeping.
5. Customer Relationship Management (CRM) Software: Integrated shipping software with CRM software provides customers with real-time shipping updates and enhances their experience. This integration helps build stronger customer relationships and improves customer communication.

Cahoot is the Best Shipping Solution for Small Businesses

Cahoot’s next generation shipping software comes with end-to-end intelligent automation. When you receive an order, Cahoot intelligently compares multiple warehouse locations, inventory levels, carriers and shipping services to automatically pick the cheapest label that will meet the delivery SLA committed to the customer, up to 21x faster than our competitors.

See why people switch to Cahoot:

• Cahoot vs Deliverr
• Cahoot vs ShipBob
• Cahoot vs ShipMonk
• Cahoot vs ShipStation

Conclusion

Selecting the best shipping software requires a balance of cost, functionality, and scalability. Begin with a clear understanding of operational needs; identify pain points, non-negotiable necessities, and expected growth trajectory. Evaluate options based on the shipping software’s features, integrations, and long-term value. Trial periods, when available, provide an excellent opportunity to test compatibility and performance without fully committing.

By investing in the right solution, small businesses can streamline operations, reduce costs, and deliver an exceptional customer experience. In the competitive ecommerce market, the right shipping software isn’t just a tool. It’s a strategic advantage.

Frequently Asked Questions

1. How does shipping software work?
   Shipping software connects with order management systems; orders come from the order management system into the shipping software. Shipping labels are created and printed in the shipping software, and tracking information is sent back to the order management system.
2. What is the best shipping method for small businesses?
   “Best” for small businesses is usually defined as cheapest. This mainly depends on the size and weight of products. Cahoot can help find the best shipping methods for every business.
3. Is free shipping software worth it for small businesses?
   Often, no. While free shipping software may initially seem appealing, it often comes with limitations such as restricted features, higher rates for printing shipping labels, or per-transaction fees. Paid solutions, on the other hand, typically offer robust functionality, better support, and cost-saving tools like rate shopping and automation which end up saving small businesses money.

Shipping Exception? Here’s What It Actually Means

If you’ve run an ecommerce brand long enough, you’ve seen it: the dreaded “delivery exception” update in a carrier’s tracking status. It sounds harmless, but it can spark a chain reaction, delays, customer complaints, refund requests, and even lost lifetime value.

A shipment exception is just a fancy way of saying your package didn’t follow the normal delivery process. Something, an incorrect address, severe weather, or a customs delay, got in the way. What does a shipment exception mean? It means there has been an unexpected event or issue in the shipping process, and this status update alerts you to a disruption that may cause a delay, but does not necessarily indicate a lost package. Sometimes it’s resolved in a day. Sometimes it spirals into a full-blown customer service crisis. However, a shipment exception does not always mean the package will arrive late; it simply disrupts the planned delivery timeline and may temporarily delay the package’s delivery.

I’ve spent the last eight years managing a nationwide warehouse network and watching ecommerce operators wrestle with exceptions, especially during peak shipping seasons. This article breaks down why they happen, what they cost you, and how to prevent them.

Understanding Delivery Status

In today’s fast-paced logistics world, understanding your package’s delivery status is more important than ever. Every update in the shipping process, whether it’s “in transit,” “out for delivery,” or a “shipment exception,” tells a story about where your package is and what might be affecting its journey. Major carriers like FedEx provide tracking numbers so you can follow your package every step of the way. When you see a status like “temporarily delayed” or “exception,” it means an unexpected event, such as bad weather, an incorrect address, or a customs snag, has interrupted the normal flow of delivery. Recognizing these delivery statuses helps both businesses and consumers set realistic expectations and respond quickly. For example, if a shipment is delayed due to weather-related delays, you’ll know to anticipate a later delivery and can plan accordingly (e.g., notify the customer proactively). Staying informed about your package’s status is the first step in navigating shipment exceptions and ensuring a smoother shipping process.

The Most Common Types of Shipment Exceptions

1. Address Issues

More than half the exceptions I’ve seen start with a bad shipping address: wrong zip code, missing apartment number, incorrect formatting, or missing information. Carriers like FedEx flag these as a delivery exception and either hold the shipment or send it back. It’s fixable, but it costs you: re-shipping, delays, and sometimes a lost customer.

2. Weather and Natural Disasters

Weather-related delays are the most “forgivable” exceptions in the eyes of customers, but only if you communicate early. Snowstorms, wildfires, hurricanes, natural disasters, and adverse weather conditions stop trucks, delay planes, and jam up distribution hubs. Expect “shipment delayed due to weather” tracking updates across all major carriers during seasonal surges.

3. Customs Delays on International Shipments

Customs can hold packages over missing documentation, regulatory issues, or unpaid import duties. Even if you ship using Delivered Duty Paid (DDP), if the commercial invoice or product description is off, the package might be flagged, triggering a shipment exception that can delay delivery for days or weeks. Having a UPS tracking number allows customers to monitor their international shipments and stay informed about customs-related shipment exceptions.

4. Missed Delivery Attempts

If the recipient’s address requires a signature and nobody’s home, it’s marked as a delivery attempt. Carriers usually try again, but after a few failed attempts, they’ll mark it as a delivery exception, return it to the sender, or drop it at a pickup location.

5. Carrier or Hub Issues

Packages sometimes get stuck because of vehicle breakdowns, labor shortages, or a simple logistics world reality: too many boxes and not enough people or truck space. Especially during the holiday rush, even reliable carriers miss scans or reroute packages inefficiently.

6. Damaged or Lost Packages

If a barcode gets smeared or a label falls off in the rain, the package may end up in a lost pile. When you see a tracking status that hasn’t updated in days and says “exception,” this might be the issue. Even stellar customer service can’t fix it if you can’t locate the box.

*A table with a more complete list of exceptions and how to address each of them is available at the bottom of this page.

Why Shipment Exceptions Matter More Than You Think

You might think exceptions are just shipping hiccups. But here’s what I’ve seen time and again: they ripple into core business metrics:

• Shipping costs rise as you refund customers, reship orders, or expedite replacements.
• A well-trained customer service team is essential for handling shipment exceptions and maintaining customer trust, especially when they get flooded with WISMO (Where Is My Order?) tickets.
• Customer satisfaction plummets, especially if you don’t notify customers proactively.
• Reviews suffer because most buyers blame the seller, not the shipping carriers.
• Lost packages hurt inventory accuracy and cash flow.

If you’re not actively managing delivery exceptions, you’re bleeding trust, revenue, and operational efficiency.

Consequences of Shipment Delays

Shipment delays can have a ripple effect on both e-commerce businesses and their customers. When a shipment exception occurs, it often leads to increased shipping costs: think reshipping packages, issuing refunds, or handling returns. For commerce businesses, especially during peak shipping seasons, these delays can damage customer satisfaction and erode trust, making it harder to retain loyal buyers. In the world of ecommerce, where fast and reliable delivery is a key differentiator, repeated shipment delays can quickly tarnish a brand’s reputation. Customers may become frustrated or choose competitors if their packages don’t arrive on time, especially during critical periods like holidays. To minimize the impact of potential delays, proactive communication is essential. Notifying customers early and providing regular tracking updates can help manage expectations and turn a potentially negative experience into a positive one. Ultimately, staying ahead of shipment exceptions and delays is crucial for protecting your bottom line and keeping customers happy.

“I really like the [Cahoot] Shipment Insights feature that lets me see any problems before the customer knows. We’ve saved thousands of dollars over the last 6 months, and my customers are delighted I can offer the same nationwide shipping as Amazon. Cahoot definitely under-promises and over-delivers. Call these guys!”

~ Sam Krausz, Fastest Handling Time

Speak to a fulfillment expert

How to Prevent Shipment Exceptions

Here’s what high-performing ecommerce teams (and fulfillment networks like Cahoot) build into their operations to keep exceptions rare. Proactive planning for deliveries, including choosing reliable carriers and accounting for holiday closures, is essential to minimize shipment exceptions and avoid delays.

1. Validate Every Shipping Address

Use software to standardize, verify, and autocomplete addresses. Don’t ship until the recipient’s address passes validation. Especially critical during international shipping.

2. Pack Smarter, Label Better

A damaged or illegible label causes more exceptions than you’d think. Use weather-resistant thermal labels, or secure them with clear pouches. Avoid incomplete addresses and double-print if needed.

3. Use Multi-Carrier Strategies

Each carrier has strengths. UPS might outperform FedEx in one zone; only USPS can deliver to PO Boxes. Use reliable carriers across lanes, not just one-size-fits-all. Bonus: if FedEx advises a regional delay, you can reroute to another carrier or warehouse to ship the order.

4. Track Exceptions in Real Time

Use shipping software or tools that monitor tracking updates across all orders. When a status update shows “exception,” alert your team, or better yet, your customer, automatically.

5. Avoid Risky Weather

Modern fulfillment software can intelligently route orders to ship from warehouse locations based on inclement weather. If a snowstorm is expected to cause carrier processing delays along one shipping and delivery route, optimize it to ship from a different location less likely to be impacted by the weather.

6. Prepare for Peak Seasons

Add buffer days to your promised delivery windows during the holiday rush to account for unavoidable circumstances that can cause shipment exceptions, and coordinate capacity with your warehouse or fulfillment center. Build in overflow plans for volume spikes and inclement weather.

7. Simplify Customs with DDP

For international ecommerce, DDP shipping helps eliminate many customs-related shipment delays. Ensure duties, taxes, and documentation are handled upfront. If not, you risk regulatory issues and angry customers.

Communicating with Clients

When shipment exceptions or delivery delays arise, clear and proactive communication with clients is essential. Keeping customers in the loop with timely tracking updates, email notifications, or even a quick phone call can make all the difference in how they perceive your service. If a package is delayed due to inclement weather or another unexpected event, reaching out to provide further information and an updated delivery estimate shows that you’re on top of the situation. Offering solutions, like reshipping the order or issuing a refund, demonstrates a commitment to stellar customer service. If you need more details about a delayed package, don’t hesitate to contact FedEx/UPS/USPS customer service (or the relevant carrier) for assistance. By maintaining open lines of communication and addressing shipment delays head-on, you build trust and reassure clients that their satisfaction is your top priority, even when the shipping process hits a bump in the road.

What to Do When an Exception Happens

When a delivery exception hits, your goal is to respond faster than the customer can panic.

1. Check tracking details: Is it address, weather, customs?

2. Contact FedEx/UPS/USPS customer service (or the relevant carrier) immediately if it’s fixable.

3. Communicate clearly: Tell the customer what’s going on and what you’re doing about it.

4. Reship or refund as needed: Don’t wait for them to ask.

5. Track repeat offenders: Are certain addresses or products triggering exceptions more often?

Many shipment exceptions can be resolved quickly by taking prompt action, and in such cases, proactive communication can turn a negative into a positive experience.

This is how you turn a potentially negative experience into an opportunity for great service.

Connect the Dots: Why It All Matters

Here’s the real cost of ignoring shipping exceptions: it makes your brand feel unreliable. Even if you ship fast and fulfill flawlessly, the final destination (the customer’s doorstep) is where brand perception is cemented. Successful package delivery is the ultimate goal, and even when exceptions occur, the focus should remain on finding ways to deliver the package to the customer.

I’ve seen merchants blow through acquisition costs, only to lose customers over a weather delay they didn’t explain. Or spend a fortune on packaging, only to print the wrong ZIP code.

The best brands treat delivery as an extension of their product. They obsess over how exceptions are avoided, managed, and communicated. That’s the difference between one-time buyers and loyal customers.

At Cahoot, we built proactive exception handling directly into our fulfillment software, including our Amazon Buy Shipping integration. Not because it’s flashy, but because it works. And because ecommerce businesses shouldn’t lose money, sleep, or reputation over something as preventable as a delivery status glitch.

Frequently Asked Questions

What is a shipment exception?

A shipment exception occurs when a package encounters an unexpected issue during transit, like bad weather, an incorrect address, or customs delays, that interrupts the normal delivery process and may delay arrival.

How long do FedEx delivery exceptions last?

It depends on the cause. Weather-related exceptions might resolve in 1–2 days. Address errors can take 24–72 hours to correct. Customs delays could stretch over a week, especially if documentation is missing.

Are delivery exceptions preventable?

Many are. You can reduce exceptions by verifying shipping addresses, using multiple carriers, labeling properly, and communicating delays. While you can’t prevent natural disasters or severe weather, you can plan around them.

What should I do when a delivery exception happens?

Check the tracking number, contact the carrier if it’s address-related, and notify the customer quickly. Offer alternatives like reshipping or refunds if the delay is significant. Always communicate early to avoid frustration.

Do exceptions mean my package is lost?

Not necessarily. Most shipment exceptions are temporary and resolve within a few days. But if your tracking status hasn’t updated for more than a week, it’s worth contacting the carrier to escalate.

20 Delivery Exceptions and How to Address Them

“Expedited shipping meaning” refers to delivery faster than standard shipping, usually within one to three business days. The expedited shipping option is essential for online shoppers needing quick delivery, often provided by services like USPS’s Priority Mail Express with guaranteed delivery times. It’s used for urgent or time-sensitive deliveries. In this article, we’ll explain how expedited shipping works, its benefits, and how it compares to other shipping options.

Key Takeaways

• Expedited shipping ensures faster delivery, typically within 1-3 business days, enhancing customer satisfaction for urgent needs.
• Differentiated from standard shipping, expedited services come at a higher cost but offer advantages like reduced risk of damage and prioritization in handling.
• Ground shipping is a slower yet cost-effective alternative to expedited shipping, benefiting from distributed inventory across multiple fulfillment centers to reduce delivery times and lower shipping costs.
• Businesses can manage expedited shipping costs through strategies like inventory distribution, minimum spend thresholds, and partnerships with third-party logistics providers.
• Eco-friendly, hyperlocal expedited shipping options are more abundant than ever, and technology solutions such as drone delivery and “anticipatory shipping” will be here before you know it.

What is Expedited Shipping?

Expedited shipping is a method of delivery that guarantees faster transit than standard options. It includes any shipping option that exceeds the typical delivery timeframe offered by a retailer. What qualifies as expedited can differ between carriers, leading to variable expectations regarding arrival times based on which one is providing the service. Cahoot offers many expedited shipping options.

Expedited shipping commonly promises that items will arrive within one to three business days, with services ranging from overnight to two-day delivery for most shipments within the continental US. For online retailers, this swift processing time and delivery plays a pivotal role in boosting consumer satisfaction and lifetime value.

An increased desire exists nowadays for faster dispatch solutions. Customers opt for expedited delivery when they need their purchases quickly fulfilled—whether it’s crucial for their business operations or due to personal last-minute demands. Depending on merchant and customer locations, situation specifics such as the time of day and the day of the week the order is placed, carrier and service selected, the actual delivery timeframe may vary somewhat across different regions and conditions.

How Expedited Shipping Works

As soon as an order with expedited shipping is received, it gets flagged for immediate attention and takes precedence over regular orders in the warehouse processing queue. This prioritization is essential to adhere to stringent delivery timeframes.

The success of expedited delivery hinges on precise timing. To be eligible for this speedy service, orders have to be placed before designated cutoff times. Companies choose their carriers judiciously, focusing on those that guarantee the most rapid transport solutions and favor those that commit to later pickup times and same-day sortation.

Expedited shipments are then given special treatment by the carrier, including optimal transportation routes to facilitate fast arrival at their destinations. The process is augmented by continuous tracking updates which offer customers visibility into the progress of their shipment throughout its transit.

Expedited vs. Standard Shipping

Standard and expedited shipping vary greatly in terms of delivery speeds and associated costs. The expedited shipping option is essential for customers who need faster delivery compared to standard shipping. Expedited shipping typically promises a swift delivery within one to three business days, whereas standard shipping often requires approximately three to seven business days for packages to arrive. The quicker turnaround with expedited service is particularly appealing when orders are time-sensitive or when fast receipt of high-value items is essential.

Despite its advantages, the faster delivery that comes with expedited shipping incurs higher fees compared to the more cost-effective standard option, which usually represents the slowest yet most economical method for delivering goods. Opting for expedited services can mitigate transit damage risk due to reduced touchpoints along the journey.

For those customers who prioritize promptness in receiving their purchases, offering an option for expedited shipment markedly improves their contentment and experience with a company’s service. It’s important that businesses comprehend these distinctions as they tailor offerings geared toward meeting various customer preferences and hopes regarding order fulfillment timescales.

Types of Expedited Shipping Services

Different carriers offer different expedited shipping services to meet diverse customer needs. Here are the main types of expedited shipping services by USPS, UPS, and FedEx, focusing on their features and benefits.

USPS Priority Mail Express

USPS offers Priority Mail Express, their fastest domestic shipping service. This service guarantees next-day delivery by 10:30 am, ensuring prompt package receipt. Priority Mail Express starts at $27.20 for commercial pricing and $31.40 at the post office. The cost depends on the package’s weight, destination, and size, and can cost as much as $67.50 for a large flat rate box.

Priority Mail Express includes several additional features such as free package pickup, USPS Tracking, $100 insurance, and optional Sunday delivery for an additional fee. These features make it reliable and cost-effective for urgent deliveries.

UPS Expedited Shipping Options

UPS provides a range of expedited shipping options tailored to meet different urgency needs, including same-day, next-day, two-day and three-day delivery services. These shipping services include the cost of UPS-branded packaging at no additional charge, and they also include free pickup service and insure your package up to a declared value of $100.

With UPS’s expedited shipping options, you can send packages weighing as much as 150 lbs., which is more than twice the weight allowed by USPS, and is ideal for heavier shipments. The UPS 2nd Day Air option ensures that your shipment will arrive by the end of the second business day. If you require Saturday delivery, this service is available for an extra fee (expedited services only).

FedEx Express Saver and Same-Day Delivery

FedEx provides a range of expedited shipping options, among which are FedEx Express Saver and services for same-day delivery. Opting for FedEx Express Saver ensures cost-effective two-day shipping across the contiguous U.S., offering an efficient compromise between speed and affordability.

For those requiring immediate dispatch, same-day delivery is an available option. With FedEx 2Day shipping, there is the option of Saturday deliveries in certain locations at an extra charge, and there is also a service that guarantees parcels will reach businesses by 10:30 AM and residential addresses by noon.

FedEx One Rate is a flat rate program that offers next-day through 3rd day delivery services. Packaging is complementary and can be ordered for free residential delivery or picked up for free at a FedEx Office Retail location. Weight and dimensions are ignored; if it fits, it ships. Services include insurance up to $100 declared value; additional insurance is not available.

Hyperlocal Delivery

Expedited delivery is becoming faster, smarter, and greener, with tech-driven solutions making same-day and even sub-hour deliveries the new norm. Companies that adapt to automation, sustainability, and consumer convenience will dominate the future of ecommerce logistics.

Besides the national carriers, there are many hyperlocal fulfillment options available in many regions. Retail giants and startups are expanding same-day and 1-hour delivery services, especially in urban areas. Walmart is in its fourth year of expanding Walmart GoLocal, which will deliver your orders from a local pickup facility.

Additionally, the rise of dark stores and micro-fulfillment centers in residential areas is enabling faster, more localized, and eco-friendly deliveries. Examples are Walmart’s local fulfillment centers, Amazon’s Prime hubs, and Gopuff, among others.

Companies like Instacart, Uber Eats, and DoorDash are extending beyond food delivery into retail and pharmacy pickup and deliveries. More companies are relying on gig workers (e.g., Uber, Lyft, Roadie) for flexible, on-demand deliveries. Walmart Ship-from-Store can deliver within hours to 90% of the US population. Crowd-shipping models, where local commuters deliver packages, are also being explored.

Benefits of Offering Expedited Shipping

Offering expedited shipping can yield several advantages for companies. Most importantly, it demonstrates a dedication to meeting customer needs, which in turn fosters customer relationships and loyalty. Quick and punctual shipments are crucial elements that contribute to the enhancement of consumer satisfaction that drives customer lifetime value.

The implementation of an expedited shipping program has been shown to considerably diminish the rate of abandoned shopping carts. Research indicates that unsatisfactory delivery choices lead 45% of consumers to ditch their purchases midway through checkout. Introducing two-day shipping can lower cart abandonment by 18%!

When faced with time-sensitive situations such as needing last-minute presents or essential supplies, customers frequently choose expedited shipping services. This includes scenarios like eleventh-hour event preparations or obtaining vital medical items on short notice. By offering this swift dispatch alternative, enterprises meet critical demands effectively and thereby elevate their brand’s image.

How Much Does Expedited Shipping Cost?

Several factors influence the cost of expedited shipping, including travel distance, size and weight, and transit days (how quickly the shipment needs to be delivered). Longer transportation routes incur more fuel and labor costs, escalating the overall price. Expedited shipping rates often include extra fees for residential delivery or specialized handling.

Cargo size and weight affect shipping fees significantly. Larger and heavier shipments typically lead to higher costs as bulkier items occupy space that several smaller items could fit into. Premium pricing for expedited services varies by carrier, as well as whether a flat rate service was used, which businesses must consider when choosing the most cost-effective option.

Strategies to Manage Expedited Shipping Costs

It’s essential to control the costs associated with expedited shipping in order to preserve profit margins while still satisfying customer demands for quicker delivery. To achieve a balance between delivery speed expectations and managing expenses, consider strategically positioning your inventory, enforcing a minimum expenditure threshold for customers, and collaborating with a third-party logistics provider (3PL).

Distribute Inventory Strategically

Spreading inventory across multiple fulfillment centers shortens shipping distances and diminishes expenses. By placing inventory in closer proximity to customers, the result is cost-effective shipping owing to decreased travel. Employing this strategy reduces expenditures and improves the effectiveness of the overall shipping process.

Implement a Minimum Spend Requirement

A minimum spend requirement can also help manage expedited shipping costs. Setting a minimum order value allows businesses to offer free expedited shipping, encouraging larger purchases for cheaper, faster delivery. This strategy drives higher sales volumes while offsetting shipping costs.

Partner with a 3PL

Collaborating with a third-party logistics provider (3PL) enhances the efficiency of shipping and reduces expenses. 3PLs manage multiple aspects of ecommerce order fulfillment, enabling companies to concentrate on their primary merchandising and selling activities. Leveraging the services offered by 3PL providers improves the effectiveness of dispatching goods while preserving competitive rates in the market. Leveraging their volume to achieve economies of scale is a strong recommendation.

International Expedited Shipping

International shipments requiring expedited shipping come with their own unique challenges, such as navigating customs protocols and dealing with inconsistent delivery schedules. UPS enhances the effectiveness and cost-efficiency of global shipping through its Worldwide Express and Worldwide Expedited services. The latter is slower but also cheaper. FedEx’s International offerings typically guarantee international delivery within a one to three-day timeframe.

Renowned for its dependable international express shipping services, particularly across Europe and Asia, DHL Global offers a range of swift international transportation solutions. Nevertheless, the speed and overall costs associated with these shipments can be heavily influenced by customs processes which fluctuate based on both the type of product being shipped and its destination country’s regulations regarding duties.

When preparing packages for overseas transport that require expeditious handling, it is critical to use sturdy packaging materials designed to withstand lengthy journeys and multiple instances of loading, unloading, and sortation (processing). For businesses providing international expedited shipping options, factoring in these elements is essential to ensure deliveries are not only punctual but also arrive undamaged at their destinations.

Expedited Shipping and Customer Expectations

Expedited shipping has become a crucial aspect of customer expectations in the e-commerce industry. With the rise of online shopping, customers now expect fast and reliable shipping options that cater to their needs. Meeting these expectations is essential for businesses to stay competitive and build customer loyalty. Offering expedited shipping services not only enhances the shopping experience but also demonstrates a commitment to customer satisfaction.

Meeting Increased Customer Expectations

Customers increasingly expect expedited shipping options to be available, especially for time-sensitive or urgent orders. Businesses can meet these expectations by offering a range of expedited shipping services, including overnight delivery, 2-day shipping, and same-day delivery. By providing these options, businesses can significantly increase customer satisfaction and loyalty. When customers know they can rely on a company to deliver their purchases quickly, they are more likely to choose that company over competitors. This not only helps in retaining existing customers but also attracts new ones who prioritize fast delivery.

Enhancing Tracking Performance and Customer Service

Expedited shipping services often come with enhanced tracking performance, allowing customers to monitor the status of their orders in real-time. This feature can significantly improve customer service, as customers can stay informed about their orders and plan accordingly. Businesses can also use this feature to provide proactive updates and notifications, further enhancing the customer experience. By keeping customers informed at every step of the delivery process, businesses can build trust and reduce the anxiety associated with waiting for a package. Enhanced tracking performance is a key component of modern expedited shipping services, making it a valuable tool for improving overall customer satisfaction.

Expedited Shipping in Ecommerce

Expedited shipping plays a vital role in ecommerce, enabling businesses to provide fast and reliable shipping options to their customers. By offering expedited shipping services, businesses can drive revenue, improve customer satisfaction, and stay competitive in the market. In the fast-paced world of online shopping, the ability to deliver products quickly can be a significant differentiator. Customers are more likely to shop with businesses that offer expedited shipping options, knowing they can receive their orders promptly.

Driving Revenue and Improving Customer Satisfaction

Expedited shipping options can drive revenue by increasing customer satisfaction and loyalty. When customers receive their orders quickly and efficiently, they are more likely to return to the business and make repeat purchases. Additionally, expedited shipping options can also increase average order value, as customers are more likely to add items to their cart when they know they can receive them quickly. Offering expedited shipping can also reduce cart abandonment rates, as customers are less likely to abandon their purchases if they know they can receive their items in a timely manner. By providing a range of expedited shipping options, businesses can cater to different customer needs and preferences, ultimately driving growth and success in the competitive e-commerce landscape.

Is Expedited Shipping Worth It?

Determining the value of expedited shipping depends on several considerations. Without the option for faster delivery, businesses might experience a decrease in conversion rates because consumers could look elsewhere for quicker options (or an increase in conversion rates upon adding faster delivery). Expedited services are warranted when there’s an absolute necessity for a package to reach its destination promptly when there is an unusually short timing requirement.

Expedited delivery can also elevate a company’s perceived worth. Businesses should consider both the advantages and cost implications, along with the solutions for mitigating the additional expenses,, to assess whether providing expedited shipping is congruent with their objectives and what their clientele needs.

Making Expedited Shipping Sustainable

UPS and FedEx are committed to reducing their carbon footprint and making shipping operations more sustainable. This includes using alternative fuels, optimizing delivery routes, and investing in renewable electricity. 

UPS has invested in alternative fuels for more than 20 years. Its fleet includes all-electric, hybrid electric, hydraulic hybrid, ethanol, compressed natural gas, liquefied natural gas, and propane vehicles. And UPS has added winglets to many of its jets to reduce drag and improve takeoff performance. 

UPS is on a mission to achieve carbon-neutrality, having invested heavily in delivery route optimization, neighborhood drop-off locations to reduce door-to-door drop-off emissions, and efforts to deliver more packages in fewer stops. 

Similarly, FedEx has announced an ambitious goal to achieve carbon-neutral operations. It is designating more than $2 billion of initial investment in three key areas: vehicle electrification, sustainable energy, and carbon sequestration, through an initiative called Priority Earth.

FedEx aims to achieve its sustainability goals by reducing emissions and waste, replacing older technologies and vehicles, and revolutionizing facilities and packaging. To help advance world-class research, FedEx pledged $100 million in 2021 to help establish the Yale Center for Natural Carbon Capture, where researchers are finding new and scalable solutions to remove and store Earth’s excess carbon and invest in helping start-ups scale solutions through RMI’s climate tech accelerator, Third Derivative, and the TPG Rise Climate fund.

The Future of Expedited Shipping

In addition to companies like Rivian (partnered with Amazon), Ford (partnered with DHL), and UPS rolling out electric fleets to reduce emissions, the following solutions are maturing and growing at at exceptional speed:

1. Faster Delivery with AI-driven Logistics & Automated Warehouses

• Companies are using artificial intelligence to optimize delivery routes, predict demand, and improve inventory management by distributing inventory and shipping orders before they are even placed (Amazon has a patent for “anticipatory shipping”).
  
• Robotics and automation in fulfillment centers are speeding up order processing.

2. Drones & Autonomous Vehicles

• Companies like Amazon, Walmart, and Zipline are piloting drone deliveries for ultra-fast shipping (within 30 minutes).
  
• Self-driving vehicles and sidewalk robots (e.g., Starship Technologies) are emerging for unmanned last-mile delivery.

3. Hyper-Personalized Delivery

• Consumers will get more control over time slots, preferred carriers, and delivery methods.
  
• Expansion of Amazon Lockers, FedEx Drop Boxes, and 24/7 pickup locations for secure, contactless delivery.
  
• Apartment & office buildings integrating smart package rooms to handle high delivery volumes.

Summary

In summary, expedited shipping is a valuable service that meets the growing demand for faster delivery times. By understanding the different types of expedited shipping services, including the more eco-friendly hyperlocal options, businesses can better cater to their customers’ needs and expectations. Strategies to manage costs effectively ensure that businesses can offer expedited shipping without sacrificing profit margins. By carefully weighing the benefits and costs, businesses can make informed decisions that enhance customer satisfaction and drive growth.

Frequently Asked Questions

What is expedited shipping?

Expedited shipping guarantees faster delivery than standard options, usually within one to three business days. This method is ideal for those who need items quickly.

How does expedited shipping work?

Expedited shipping prioritizes your order for faster processing and delivery, often including real-time tracking to keep you informed throughout the process. This service ensures that your items arrive more quickly than standard shipping options.

What are the benefits of offering expedited shipping?

By providing expedited shipping, businesses can improve customer satisfaction, reduce shopping cart abandonment, and gain an advantage over the competition.

How much does expedited shipping cost?

Expedited shipping costs can vary significantly depending on factors such as distance, size, weight, and carrier, so it’s best to check with specific shipping providers for accurate pricing.

Is expedited shipping worth it?

If meeting deadlines is essential and timely delivery is of the utmost importance, opting for expedited shipping can greatly improve customer satisfaction and add considerable revenue to a business.