Get the latest information on the mailing and shipping industry.
Customers have plenty of shopping options at their fingertips, so you need to make your business stand out from the competition. There are many ways to get your business in front of a larger audience, but a few simple tweaks will make your brand shine. In our study, Protect Your Growth Strategy: 2023 Consumer & Merchant Benchmark Report, we surveyed customers and merchants alike to help your business align with customer expectations. Opening your store to social media sites, providing free returns, and communicating shipping information can be game changers. While they may sound small, these three changes show customers that you value their input and preferences.
Social media platforms are becoming increasingly popular with shoppers; Facebook is leading the pack with Instagram not far behind. In our study, we found over 50% of customers stated they purchased products through Facebook and almost 40% purchased through Instagram. While TikTok proved to be the third most popular social media sales channel, Gen Z (those born between 1997-2013) seems to be the main age demographic purchasing from the platform; other age groups are more likely to purchase from Facebook.
Consumers are buying on social media platforms. Your business has the chance to showcase products to an entirely new audience. Additionally, the benefits of social media platforms are two-fold. Not only can you sell products through Facebook and Instagram, but you can also promote your store by posting reels, stories, and photos.
Social media posts are more impactful than you may think. Remember the last time you scrolled through your Facebook or Instagram account. How many ads and/or posts featured product links? More importantly, how many of those links immediately led you to the product listing or started a cart for you?
Customers browse social media in the same way. Highlight products in a way that would catch your attention. Create posts with links to your store or the social media platform’s selling channel to make shopping convenient. Encourage shoppers to enable notifications for product releases. When it comes to selling on social media, help your business stand out by keeping your posts eye-catching and the shopping experience as easy as possible.
Don’t let the connotation of multichannel selling scare you away from meeting your customers where they’re shopping. Whether it be on social media platforms or marketplaces like Amazon, follow consumer trends. Marketing products on social media is only one piece of the puzzle; it showcases your products to those already following. However, expanding your selling channels to the likes of Amazon and eBay opens your business up to more opportunities. For example, Amazon shoppers are given recommendations based on their buying habits, so your products can be shown to a much larger audience.
Additionally, both Amazon and eBay can be integrated into your Stamps.com account. Once integrated, orders with payment received will automatically sync into your account where labels can be created. After your label is printed, Stamps.com will post the tracking information back to each marketplace for shipment notification emails, and the orders will be marked in each marketplace as shipped. You can keep track of all of your orders in one place instead of multiple windows, making multichannel selling all the easier.
This is how the Amazon store will appear in your Stamps.com account.
Return policies are becoming an increasingly important deciding factor for customers. In fact, our study showed that 44% of customers stated they’re less likely to shop from a store with a difficult returns process. If you haven’t revisited your return policy recently, walk through the process from a customer’s perspective. Update any information you find confusing or unclear. Chances are, if something doesn’t make sense to you, it won’t make sense to your customers.
Customers also prefer carrier drop-off options for returns. One way to include this option is to offer prepaid returns through a QR Code or printable label. This way, your customers can simply package their return and drop it off at their local carrier.
This is an example of a return QR Code from Stamps.com
Along with a clear returns policy, customers also expect free returns. With 81% of customers in our study stating businesses should offer free returns, it’s worth considering. Stamps.com merchants have access to affordable rates that can help offset the cost of free returns.
Also, USPS offers free shipping supplies you can order directly from your Stamps.com account. These supplies can then be sent to your customers for returns or used for your shipments. Either way, Stamps.com provides you with options to help offer free returns to customers. With our study showing 66% of merchants not offering free returns, you can rise above the competition by meeting customer expectations.
“The consumer started expecting free outbound shipping, albeit at a threshold, about a decade ago. Now, free returns are an expectation, and the consumer need for free returns is growing. In some ways, this makes sense – consumers have to do quite a bit more work when returning a shipment, whether it is initiating the return itself with the retailer, printing the shipping label, finding packaging, scheduling the pickup or dropping off the package.” – Krish Iyer, Vice President, Strategic Partnerships & Industry Relations at Auctane
When asked in our study, 42% of customers would like to receive daily communication about their shipment moving through transit — regardless of whether or not there are any new updates. If you’re unable to send daily tracking notifications, consider using tracking pages for real-time tracking updates or utilizing shipment notifications for major updates. 37% of customers in our study also reported they’d like to receive updates for major events, including:
However, you aren’t limited to traditional shipping notifications. With Stamps.com you have access to customizable branded tracking and branded ship notification emails! Sending customized emails to customers is another way to promote your brand during the shipping process.
Branded ship notification emails are personalized emails sent to update customers as their order moves through transit. You can choose a color scheme and include your business’s social media platforms, among other options, to create an email that represents your business. A customer’s impression of your business isn’t over when they complete their purchase, so branded ship notifications emails are a great way to continue a positive shopping experience.
This is an example of a branded ship notification email.
Branded ship notification emails also include the shipment’s tracking number. Instead of sending customers to a carrier tracking page, you can customize a tracking page with the help of branded tracking. Like branded ship notification emails, the branded tracking page is customizable and provides customers with their tracking information. You can even include new products, so customers can start planning their next purchase. On average, this sees at least three visits per shipment, so it can be a great source of traffic for your store and increase your engagement.
This is the desktop preview of a branded tracking page.
Don’t be afraid to let customers influence your communications and policies. For example, customers are more likely to complete their purchase if you offer free returns. Providing updates during the shopping and shipping experiences for your customers will improve the chances of standing out against other stores and marketplaces. An increase in social media marketplaces gives you the opportunity to show products to a larger audience. Sending shipping updates as a package moves through transit establishes trust with your customer base. Our research is giving you the information needed to boost your sales by aligning with customer expectations. All that’s left is to utilize your Stamps.com account to help implement these strategies.
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Retail Economics, which includes economic modeling and data-driven insights developed from a nationally representative consumer panel survey comprising over 8,000 households across the US, UK, Canada, Australia, Germany, France, Italy, and Spain.
Auctane-driven research, including insight from 1,000 consumers in the U.S.
Auctane-driven research, including insight from over 300 merchants in the U.S
What would you say if we told you 68% of customers take shipping costs into account when deciding whether or not to purchase an item? That’s exactly what our recent study found. With more than half of customers expecting free or low shipping costs, it’s worth taking into account. We understand offering free shipping might not be an option for your business year-round. However, there are ways to still meet customer expectations without breaking the bank.
Offering free shipping during big holidays like Christmas or popular sales times like Black Friday and Cyber Monday is a given. But, you might be missing out on sales by limiting free shipping promotions during the holiday season. Holidays like Valentine’s Day, Memorial Day, and the Fourth of July also include discounts and sales, so they serve as an opportune time to offer free shipping to customers. If you can’t offer free shipping throughout the year, utilizing other holidays to offer free shipping is the way to go.
We’ve all seen in-cart messages that show us how much more we need to spend to qualify for free shipping. If customers are close to the free shipping threshold, they’ll be more likely to add a couple more items to their cart. This especially rings true during big shopping seasons. Add a minimum cart value that makes sense for your business to provide customers with a free shipping option.
Additionally, you can make free shipping available for more expensive items to give customers an added incentive to complete their purchases. In our study, almost 61% of customers stated high shipping costs were the number one reason preventing their repeat business. Your business might not be able to offer free shipping on all purchases. But, your customers will appreciate the effort to incorporate free shipping where you can.
Customers return to your business because they had a positive experience and like your products. Keep customers coming back through exclusive offers like free shipping. Whenever customers share photos of your products on social media, ask if you can repost the content and send them discount codes for free shipping or sales on their favorite items; reward followers with giveaways that range from free products to exclusive deals.
Social media isn’t the only way to promote free shipping! Stamps.com merchants can customize branded ship notification emails. These emails allow you to personalize a tracking page to include your logo, social media links, and a promotional message to boost the visibility of any running sales. Customers will receive emails throughout the shipping process, so they can take note of any sales. Those who order from your business regularly will be the first to know about free shipping or upcoming sales.
Free returns are becoming increasingly important with customers. In fact, our study found 81% of customers believe returns should always be free. Free returns and free shipping might not fall within your business’s budget, so we recommend prioritizing free returns. The customer expectation around free returns is higher than free shipping, so offering free returns is crucial. As we’ve mentioned, you can offer free shipping during holidays and over a certain threshold, but free returns should be accessible for every order.
Back-to-school shopping for both grade schools and colleges has been on the rise. According to the National Retail Federation, 2022 yielded almost $37 billion for grade shopping and almost $74 billion in college shopping; 4.5% of this amount includes books.
Although the school year is coming to an end, the time for summer courses and recreational reading is at hand. Not to mention summertime tends to fly by, so it’ll be time for the next school year before you know it. Your customers are reading year-round, so learning how to ship books can boost sales. With the help of our five tips, you’ll be a book shipping expert in no time.
Media Mail is a service offered through USPS for merchants who ship books and other media-based materials like CDs, DVDs, and test materials. However, like most carrier services, Media Mail comes with its own set of restrictions. Comic books and marketing materials aren’t eligible for the service. Also, Media Mail can only be used for domestic shipments and is subject to inspection. Restrictions aside, Media Mail does include free tracking and can be used for shipments up to 70 pounds with a girth of 108 inches.
Media Mail can be a great resource, but we recommend comparing rates before making a final decision. If a shipment is on the lighter side, Priority Mail® may prove to be the more affordable option. Stamps.com users can compare shipping rates in real time with Rate Advisor to find the best available service for your shipment. After entering all of the information for your shipment, expand the Service or Carrier drop down menus and select Compare Services and Rates. Then, explore the given carrier service options to find the carrier service that fits your needs.
If Priority Mail does prove to be your carrier service of choice, take advantage of the free shipping supplies offered by USPS. These supplies are sent directly to your home or business and can be ordered from your Stamps.com account. If the 7-10 delivery window doesn’t work for your business, most post offices also carry free supplies for customers. Priority Mail shipments can weigh up to 70 pounds, so the boxes and envelopes work perfectly for books, CDs, and other products.
When using services like Media Mail, delivery times might be a bit slower than customers are used to at an estimated 2-8 days. Share delivery windows at checkout to avoid a negative customer experience. Our recent study found 31.5% of customers are less likely to give a store repeat business if their shipment arrives later than communicated, so keep your customers in the loop and provide accurate delivery windows up front. Your customers can look forward to curling up with a good read and be more likely to shop from your business in the future.
Once you’ve found the service and package that works for your business, avoid manually entering information for each new order with Automation Rules. Automation Rules automatically apply carrier information and packaging to shipments within the given criteria. For example, you can create an automation rule where items with a specific SKU assign Priority Mail as the carrier service. Automation rules help get shipments to customers faster for ample study and/or reading time.
Your customers are looking to your business to provide a new adventure or a helpful resource for class. Compare shipping rates, select a service, create a label, and get ready to send your book on its way. Then, do it all over again with automation rules until your customers have every book in the series. You can’t judge a book by its cover, but Stamps.com does make shipping as easy as it looks.
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Additional shipping costs can be stressful, especially when charged after your package has shipped. Carrier adjustments can add up, but fortunately, you can work to avoid them. Learn where to find adjustments, how carriers calculate these fees, and what you can do to prevent fees
Adjustments are extra fees or credits added to your shipping cost after a carrier processes a package. The additional charges are calculated by subtracting the amount of postage paid for a shipment from the shipping costs that should have been paid. For example, you may have paid $10 in shipping costs. However, your shipment reaches USPS, and they find the shipping costs should’ve been $13. Your adjustment charge would then be $3.
USPS and UPS adjustments can be found in your Stamps.com history. Keep in mind that there’s a delay between when an adjustment is given by a carrier and when the adjustment is shown in your account. To view adjustments, follow the steps below.
Some of the most common reasons for adjustments include entering incorrect dimensions and weight as well as using/entering the incorrect packaging. As a reminder, the maximum weight for Priority Mail Flat Rate® Boxes (all sizes) is 70 pounds. Additionally, weight is rounded up. For example, if your shipment weighs 70.2 pounds, it will be rounded up to the nearest pound, making it too heavy for the service. Dimensions for Priority Mail Flat Rate® Boxes will need to be entered when creating your label as well.
Another type of surcharge given by USPS is a non-machine surcharge. This surcharge is applied to pieces of mail and packages that aren’t able to be automatically sorted through USPS machines. Reasons a non-machinable surcharge might be issued include illegible addresses or non-traditional sizes that require these items to be manually sorted or assessed.
UPS® shipments can be up to 150 pounds and have a maximum length of 108.” However, if your package is over 50 pounds, it’s subject to UPS Additional Handling fees. UPS Additional Handling charges are extra fees applied to your shipping cost for shipments that need different handling. Some of these include:
Three avoidable UPS adjustments are Over Maximum Size surcharges, Large Package surcharges, and Shipping Charge Corrections.
Over Maximum Size surcharges are extra fees applied to your shipments that exceed UPS’s sizes of 150 pounds, 108” long, and have a combined length and girth of 165”.
Large Package surcharges are extra fees applied to your shipments when:
Shipping Charge Corrections are extra fees applied to each shipment with incorrect dimensions and/or weight. These charges are $1 per shipment, along with the additional shipping cost needed for the corrected dimensions and/or weight, and these shipments are also still subject to other surcharges like Additional Handling charges.
The steps for disputing an adjustment will vary by the carrier. It’s also important to note that approval is at the carrier’s discretion. We’ve included the process for disputing adjustments with USPS, UPS, and DHL below.
USPS adjustments will be disputed with USPS directly through email by contacting VerifyPostageHelp@usps.gov. Before sending your email, confirm all of the following information is included:
Note: We recommend adding as many details as possible.
USPS will follow up via email if they need additional information. Once USPS has reached a decision, they’ll reach out to Stamps.com, and we’ll forward their email response to you.
To dispute UPS adjustments, contact our Customer Care team via email or phone at 1-855-860-7867 from Monday – Friday, 6am to 6pm PT. Adjustment disputes need to be made within 180 days of billing.
Similar to UPS, you’ll contact our Customer Care team via email or phone for adjustment disputes. Our team can be reached via email or phone at 1-855-860-7867 from Monday – Friday, 6am to 6pm PT.
As previously mentioned, incorrect weight, dimensions, and packaging are some of the most common reasons for adjustments. You can decrease the likelihood of adjustments through:
Don’t let shipping adjustments catch you off-guard. Checking all of your measurements multiple times before creating a label will minimize the risk of additional fees. Familiarizing yourself with carrier dimensions will prevent sending shipments through the wrong service. Adjustments can be costly, so understanding how to avoid them is crucial. Keep your shipping budget intact by bookmarking this blog.
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Shipments can sometimes be lost during transit, including orders to your customers. How do you help customers who are reaching out for assistance? USPS provides resources to try to locate missing mail and packages, and the USPS Mail Recovery Center serves as the hub for lost items. We also have tips to prevent packages from going missing in the first place. If you’re feeling lost about lost packages, you’ve found the right blog.
As we mentioned earlier, the USPS Mail Recovery Center acts as a centralized location for lost mail and packages. All packages and mail are examined upon arrival. If packages or envelopes are deemed valuable (over $25 in merchandise or over $20 in cash), they will be opened by USPS personnel to try to reunite the items with their sender or recipient. Mail with a barcode will be kept for 60 days, and mail without a barcode will be kept for 30 days. After this time frame, items will be donated, thrown away or recycled, or auctioned off.
USPS offers free resources to try to track down missing mail and packages. The first step is to track your package, followed by submitting a couple of different forms. This process is designed to give USPS detailed information about your package to hopefully increase the chance of it being found.
The first step is to track your package. It might seem straightforward, but checking the tracking details of your shipment might show where/if the package was disrupted in transit. The tracking information will also show delays or if a package is being held at the post office for pickup. We recommend taking screenshots or writing down the tracking information shown because USPS may ask for this information later on.
If entering the tracking information doesn’t provide answers, fill out a missing mail search form. This form will ask for your shipment’s tracking number, carrier service, and other attributes. Be as specific as possible and answer as many questions as you can.
After tracking your shipment and completing the missing mail search form, wait seven business days. If your package still hasn’t reached its destination, you’ll fill out a missing mail search request. USPS does require you to create an account to access the form, but account creation is free. The missing mail request will ask questions about the contents of your package as well as the packaging used and any identifying details. USPS also recommends sending pictures of your shipment if possible.
Once you’ve submitted a missing mail search request, check for a confirmation email from USPS; updates will also be sent via email. Recovered mail will be sent to its destination. However, if a package is deemed unsafe, it won’t be eligible to move forward in transit. It’s also important to note that some packages are unable to be found.
If your package is unable to be recovered or you used a guaranteed service and/or a service with included insurance, you can:
Priority Mail® and Priority Mail Express® each include $100 of insurance for eligible shipments. This insurance doesn’t come with an additional cost and is a benefit of using the services. If your package is lost or damaged, you can send a claim to USPS for potential reimbursement. To file a claim with USPS, you’ll need to create a free account. Additionally, confirm your claim is being filed within the following timeframes:
*Note: Claims should be filed before 60 days.
Lastly, collect all of the documentation listed by USPS before submitting your claim. This way, you can fill out your claim and help prevent having to resubmit information. If you’re filing a claim for a customer, let them know to keep all of the packaging and information they have until USPS resolves your claim. USPS outlines the documentation needed to file a claim we’ve included below, and additional information can be found on their website.*
*Note: This information is directly from the USPS website, so we recommend reaching out to USPS with any questions.
Tracking or Label Number
Evidence of Insurance Purchased
NOTE: USPS may not legally pay compensation for uninsured lost or damaged articles. If your uninsured mail is missing or delayed you may request a Missing Mail Search.
Proof of Value
Proof of value is the cost or value of an item when it was mailed. Any of these can be used to show proof of value:
Proof of Damage
Photos that clearly show the extent of damage will help with your case. For damaged claims, you’ll also need to provide an estimate of the repair costs from a reputable dealer.
Another way to decrease the risk of lost packages is with delivery confirmation. Delivery confirmation comes at no additional cost when using Priority Mail®, First-Class Mail®, or Parcel Select®. This feature provides information about the time, date, and zip code of when the package was signed for. Also, delivery confirmation will show a delivery attempt if your package couldn’t be delivered.
To add delivery confirmation on Stamps.com Online:
Select the Tracking drop-down menu under the Mail Tab of your dashboard and click Signature Required.
To use delivery confirmation with Stamps.com PC Software:
Once you select the mail class for your package, go to the Packages Tab on your dashboard. For shipments using Priority Mail Express®, click the Delivery Options button and select Signature Required.
If you’re using another service, select the Tracking drop down menu and then click Signature Confirmation.
Delivery confirmation information is available for up to a year after the delivery date. You can receive a copy of your recipient’s address by calling USPS at 1-800-222-1811 on Monday through Friday from 8:00 AM to 8:30 PM ET. Signatures can be mailed, faxed, or emailed to you directly. Mail requests are sent through First-Class Mail® and are usually delivered within 2-3 business days. Fax requests are typically completed within two hours and can be received 24/7.
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If you’re thirsty for more knowledge about shipping liquids with USPS, you’ve come to the right place. Shipping liquids requires an understanding of USPS guidelines and restrictions, including which items USPS classifies as liquids. We’ll give you all the basics of shipping and packaging liquids as well as how Stamps.com helps you in the process.
Before we get started, let’s define the type of products we’re referring to. Alcohol can’t be shipped with USPS, so we’re only referring to non-alcoholic liquids. Additionally, the following types of liquids can’t be shipped:
On the flip side, creams and pastes are considered liquids and can be shipped through USPS. You’ll just need to follow the same guidelines as the ones listed above. Liquids, creams, and pastes with push-down tops also need to be mailed using “strong and securely sealed outer packaging.” Push-down tops can potentially open in transit, leading to the damage of other shipments and USPS equipment, so extra precautions need to be taken.
If you plan to ship liquids internationally, there are a few restrictions to keep in mind. The following items can’t be shipped with USPS to international destinations:
*Note: Water-based or Latex-based paints can be shipped internationally, as long as they don’t contain hazardous materials.
Regardless of size, USPS requires packages containing liquids to be labeled on the outer packaging and to include orientation labels to show how your package should be handled. For liquids over 4 ounces, you’ll need to triple-wrap your shipment.
To triple-package your shipment, place your product in a leak-proof container that covers the original packaging. Then, place the container in a box, like a Priority Mail Flat Rate® Box. It also doesn’t hurt to fill the gaps in-between with absorbent materials. If you’re shipping liquids in glass or breakable containers, it’s best to add extra cushioning materials within the gaps of the box and around your products.
Your customers are eagerly waiting for their drinks, makeup, and other products. With branded shipment notification emails and branded tracking, they’ll receive up-to-date tracking information from a customized tracking page. Our recent study showed that 43% of customers want daily tracking updates, so an easily accessible tracking option will help your business stand out.
Stamps.com merchants can also order free USPS supplies, like the aforementioned Priority Mail Flat Rate® Boxes. These supplies can be shipped directly to your home or business for no additional cost and include supplies for both Priority Mail® and Priority Mail Express® service options. To order free USPS supplies*, simply log in to your Stamps.com account and click the Buy Supplies option on your dashboard.
*If using Stamps.com Software, click Online Store on the left side of your dashboard.
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