WEBVTT 00:00.050 --> 00:06.410 So now it's time to start talking about shipping and handling, because one of the things I can absolutely 00:06.410 --> 00:12.440 guarantee is that you will get a lot of questions from your customers concerning shipping times. 00:12.440 --> 00:17.420 And so it's therefore really important that we display our policy clearly on our website. 00:17.420 --> 00:20.960 And in relation to that, I get asked by students a lot. 00:20.990 --> 00:24.290 Won't customers be put off by longer shipping times? 00:24.290 --> 00:30.440 Well, already 10 to 15 days really isn't a long shipping time because typically when they're referring 00:30.470 --> 00:35.090 to long shipping times, they're looking at products on Ali that are going to take 1 to 2 months to 00:35.090 --> 00:35.540 ship. 00:35.540 --> 00:38.810 But of course, we've already looked at that and we know how to avoid it. 00:38.810 --> 00:45.440 But with that said, the key point here, and this is super important, you must let your customers 00:45.440 --> 00:48.980 know up front how long their shipping is going to take. 00:49.010 --> 00:54.710 You will discover that as long as you let them know before, you will have very few problems. 00:54.710 --> 00:57.200 The problems come when you don't let them know. 00:57.200 --> 01:01.700 When you somehow hide the actual information, and then when they're asking where their product is, 01:01.700 --> 01:04.970 you say, oh yeah, by the way, it's going to be 10 to 15 days. 01:04.970 --> 01:07.430 That is a situation you do not want. 01:07.430 --> 01:09.770 You want to be upfront with your policy. 01:09.770 --> 01:11.090 So how do we do that? 01:11.090 --> 01:14.630 Well, you can see them already over here on online store and pages. 01:14.630 --> 01:19.640 And what we're going to do is create another page, a shipping and handling page, which is clearly 01:19.640 --> 01:21.080 going to state our policy. 01:21.080 --> 01:27.890 So to do that go over to add page, give it the title of shipping and handling and then come down to 01:27.890 --> 01:30.410 the content and add in this text. 01:30.740 --> 01:33.770 And just in case you're wondering where did that text come from? 01:33.770 --> 01:37.250 Well, you'll actually find it in the resources section of this lecture. 01:37.250 --> 01:41.660 So all you'll need to do is to copy and paste it into the content section yourself. 01:41.660 --> 01:42.050 Okay. 01:42.050 --> 01:44.060 So now let me read this content to you. 01:44.060 --> 01:47.690 So it says the shipment of your product is our highest priority. 01:47.690 --> 01:52.280 And every day we dispatch hundreds of products to satisfied customers across the world. 01:52.280 --> 01:57.260 However, because the majority of our warehouses are internationally based, which is absolutely the 01:57.260 --> 02:03.350 case, our shipping and handling times can vary and we are therefore unable to offer next day delivery. 02:03.350 --> 02:09.260 And so straight away we're managing the expectation, and then we go into what the delivery times are 02:09.260 --> 02:14.870 actually likely to be, starting with the processing time, which is basically the time required to 02:14.870 --> 02:21.080 get the package ready, which we state could take 1 to 4 days, and then the shipping time where you 02:21.080 --> 02:26.390 can see we've written that it will typically take 10 to 15 days, which if you add those up, would 02:26.390 --> 02:28.520 give you a total of 19 days. 02:28.520 --> 02:31.790 And therefore at this point you might be saying to yourself, well, hang on a second. 02:31.790 --> 02:34.880 I thought you said the overall time was going to be 15 days. 02:34.880 --> 02:37.610 And the fact is, in reality it will be. 02:37.610 --> 02:39.170 Let me explain why. 02:39.170 --> 02:45.080 Well, it's because common practice amongst suppliers is to always quote longer shipping times than 02:45.080 --> 02:46.550 the actual package will take. 02:46.550 --> 02:48.500 And the reason for this is twofold. 02:48.500 --> 02:51.740 First of all, when the package arrives faster, it makes them look good. 02:51.740 --> 02:56.480 And secondly, it massively reduces the number of queries and complaints that are likely to get. 02:56.480 --> 02:59.090 And what we're doing here is exactly the same thing. 02:59.090 --> 03:04.610 We are managing the expectation by saying that it could take up to 19 days, but in reality it will 03:04.610 --> 03:06.350 be much faster than that. 03:06.350 --> 03:11.060 And if you're in any doubt, I suggest you go on either a dropshipping or AliExpress. 03:11.060 --> 03:16.820 Order a product yourself, and I can almost guarantee that you will receive it considerably faster than 03:16.820 --> 03:18.830 the times that the supplier is quoting. 03:19.160 --> 03:23.690 And then to the third and final paragraph where we talk about tracking. 03:23.690 --> 03:28.790 And here it says as soon as your order is shipped, you will receive a confirmation email containing 03:28.790 --> 03:35.060 a tracking number, allowing you to easily locate your product directly from our website at any time. 03:35.060 --> 03:40.370 Then I put in here link to tracking page and then just an additional clause to cover ourselves. 03:40.370 --> 03:40.970 We write. 03:40.970 --> 03:45.410 Please note that while the majority of our shipping companies provide a tracking service, we cannot 03:45.410 --> 03:47.330 guarantee it in all cases. 03:47.330 --> 03:51.050 Now, of course, up to this point in the course, we haven't talked about tracking at all. 03:51.050 --> 03:56.060 But later on, I'm going to show you that once the customer orders something from your site, how they 03:56.060 --> 04:02.060 are going to receive a confirmation email and be able to easily track their order on your site. 04:02.060 --> 04:06.200 And so by including this tracking clause here we are ready for that next step. 04:06.200 --> 04:07.220 Okay, fantastic. 04:07.220 --> 04:09.440 So let's go ahead and save this page. 04:09.440 --> 04:14.900 Because now what we want to do is to add this shipping and handling page to our menu underneath the 04:14.900 --> 04:16.160 customer service. 04:16.160 --> 04:18.440 So to do that we go over to navigation. 04:18.440 --> 04:22.220 Click on the main menu, scroll down to find the customer service. 04:22.220 --> 04:27.440 We'll open this up, scroll down a little bit further and then click on here where it says Add Menu 04:27.440 --> 04:29.060 item to Customer Service. 04:29.060 --> 04:34.820 The name of course is going to be Shipping and Handling, and we will link that to our newly created 04:34.820 --> 04:40.040 shipping and handling page, adding it in and clicking on save. 04:40.040 --> 04:46.550 If I now open up the store and go to the customer service menu, here is our newly created shipping 04:46.550 --> 04:47.870 and handling page. 04:47.870 --> 04:52.820 And then, just to finish off this lecture at the beginning of the lecture, I talked about how you're 04:52.820 --> 04:58.460 likely to get a lot of questions from your customers about how long their package is going to take to 04:58.460 --> 04:59.180 arrive. 04:59.180 --> 04:59.780 In other words. 04:59.940 --> 05:05.220 It's a frequently asked question, so it would be a perfect addition to our Frequently Asked Questions 05:05.220 --> 05:05.790 page. 05:05.790 --> 05:10.020 Now, maybe you've already added in a couple of frequently asked questions, or maybe it's blank. 05:10.020 --> 05:15.210 But whatever the case, let's create a frequently asked question for shipping and handling. 05:15.210 --> 05:21.660 So going back to admin, we'll go over to pages, click on the Frequently Asked questions, and then 05:21.660 --> 05:25.740 in the content I will put how long will my order take to arrive. 05:25.740 --> 05:30.930 And for the answer I'm going to put for information concerning our shipping times, please visit our 05:30.930 --> 05:32.550 shipping and handling page. 05:32.550 --> 05:37.320 And then for this part here where it says, please visit our shipping and Handling page. 05:37.320 --> 05:42.120 We want to make that a link so that they click on it and go directly to the shipping and handling page 05:42.120 --> 05:42.690 itself. 05:42.690 --> 05:45.450 And to do that you can see that I've already highlighted it. 05:45.450 --> 05:48.690 And so I'll then need to come up to these three little dots here. 05:48.690 --> 05:52.320 Click on them and select this little insert link icon. 05:52.320 --> 05:55.590 Then for the link title I'm going to put the exact text. 05:55.590 --> 05:57.990 So please visit our shipping and handling page. 05:57.990 --> 06:04.020 And then in order to link it to the page, I need the URL of the page itself and that we can find by 06:04.020 --> 06:05.220 going to the site. 06:05.220 --> 06:11.400 You can see I'm on the page of course, and therefore all I need to do is to highlight the URL, copy 06:11.430 --> 06:16.830 it, go back to admin and paste it in and then click on insert link. 06:16.830 --> 06:21.810 I can then save it and then let's head back to the site to actually test it out. 06:21.810 --> 06:26.190 So coming over to Customer service I'll click on FAQ here. 06:26.190 --> 06:28.110 Now is my very first FAQ. 06:28.140 --> 06:30.150 How long will my order take to arrive? 06:30.150 --> 06:35.520 And when I click on this link, it takes my customer straight to my shipping and handling page, which 06:35.520 --> 06:37.800 explains everything that they need to know.