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Shipping to a Carrier Pickup Location

Shipping to a Carrier Pickup Location

"What do you mean I have to be home to receive my wine?!", we have all heard this from customers before. The wine industry faces a unique challenge in shipping products with varying regulations across the country with one consistent requirement, regardless of state, someone 21 years or older must be available to sign for the package. Many customers are unaware of this requirement, as they’re accustomed to retail deliveries where the product can be left at their door.

Communicating the requirement can have negative impacts on customer relationships which may result in a missed sale opportunity. We place a lot of responsibility on the customer to rearrange their day or even take time off work to accept a delivery. Additional delays or shipping issues may arise while the package is in transit, such as incorrect expected delivery dates or damages, resulting in upset customers. Wouldn't it be wonderful if there was a service that can help eliminate this pain for those customers most impacted? A solution that allows customers to pick up their package when convenient for them. Well, you're in luck! There is a great solution called Carrier Pickup Locations.

Carrier Approved!

Recognizing the challenges of shipping alcohol, the requirement for an adult signature, both major carriers (FedEx and UPS) have implemented programs that allow packages to be shipped to pickup locations within their network, where they can be held for a few days for convenient customer pickup.

The popularity of pickup locations is growing, and the numbers speak for themselves:

  • 66% of online shoppers (since 2022, not specific to the wine industry) have opted into using pickup locations, according to BusinessDasher

  • Retail businesses offering pickup locations see a 3-5% increase in conversion rates at checkout, according to HubBox

  • For Wineshipping:

    • 12% conversion rate for club processing (Fall 2024) among clients offering pickup locations

    • 6.5% average conversion rate for orders shipped to pickup locations during peak season (October–December 2024)

    • Top clients using pickup locations experienced a 0.27% reduction in damage rates during the 2024 peak season

These small adjustments significantly:

  • Increase first-time delivery rates

  • Reduce damage rates caused by extended transit and handling

  • Lower return rates due to undelivered packages

These issues are not only headache-inducing but will require you to mend the relationship with the customer by expediting a replacement order resulting in added costs to your bottom line. All of this can be nearly eliminated with the use of a pickup location. Peace of mind delivery is a necessity in this industry. Why not add an additional service offering to boost customer satisfaction and retention.

How Wineshipping Supports Pickup Locations

Wineshipping offers many opportunities for you to utilize this service: direct API, Commerce7 or Shopify Integration, and manual entry. If your system allows direct API integration, then we can configure our API source to validate the pickup location for your order. If you use Commerce7 or Shopify platforms, we offer a partnership with Via.Delivery that provides you with access to approved pickup locations and additional functionality for your end customer.

In our Curtain Call release on 12/5/2024, the Awesome Client Portal (ACP) introduced a feature that allows you to offer this service if the other options do not apply. This feature allows you to manually select a pickup location per order directly in ACP just like any other order edit. Simply click into the order details and edit the Delivery Address field. Not sure which location is approved? No problem! Click the Add Pickup Location button to search for approved locations near the shipping address for each major carrier. Then save! Once the package has been tendered to the carrier it will begin its easy journey to convenience.

Customer Shipping Notifications

Directing the package to the pickup location is only half the battle. The other half is communicating to the customer, so they know when the package arrives at the pickup location. Through Premium Tracking, Wineshipping offers notification flows tailored to pickup location communication (say that 10 times fast!).

After the package is handed to the carrier, it will be scanned at various stages throughout its journey. Once it reaches the pickup location, the carrier will scan the package to notify the recipient that it is ready for pickup. This unique scan can trigger a notification, email or SMS, to your customer detailing how long they have until the package is returned to the sender. FedEx will hold a package for 5 calendar days, whereas UPS will hold for 7 calendar days. These carrier nuances can be communicated through the notifications to your customers to set expectations on how long they have before it’s returned. With the new Premium Tracking notification flows, you can re-trigger a notification -- email or SMS -- if the status of the package has not updated in X number of days, indicating it has not been picked up.

People have busy lives and need additional reminders that their package is waiting for pickup. The additional notifications may seem burdensome, but they will prevent your product from being returned and save valuable customer service time.

Customer Perspective

In an industry where strict regulations can frustrate customers, carrier pickup locations offer a practical solution that reduces inconvenience and enhances satisfaction. I've used pickup locations multiple times, and each experience has been wonderfully convenient from a customer standpoint. My experience is just one example. Many customers have shared similar praise, through the Premium Tracking shipment review feature, for the convenience and reliability of Carrier Pickup Locations. Here’s what a few of them had to say:

  • "Outstanding in every way. Package was packed perfectly. Wine in great shape and delivered when promised. UPS Store did a great job in handing off the package."

  • "Perfect location close to my house for guaranteed drop off and pick up. Thank You. I have already picked up my package."

  • "Everything went smoothly and appreciated the text and email on progress."

  • "Delivered in a very seamless fashion"

  • "Punctuality!!!!"

These testimonials underscore how beneficial adding a pickup location option can be. From my own experience, I can attest to how pickup locations simplify deliveries. I travel with my husband around the country, so shipping to my current location is not always an option. This service allows me to receive my clubs and other orders throughout the year. Having peace of mind that my package is delivered to a safe location, where I can pick it up at my convenience, is important.

If I have learned anything during my time in the industry it is that many people do not think they can have wine delivered. Pickup locations not only aides with delivery barriers but could also expand new purchasing possibilities for customers. Transforming your brand to offer this service can provide you with an industry edge to cater to those customers with delivery limitations or busy schedules. Embrace pickup locations now, while it’s still new and innovative, before it becomes an industry standard.

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Written by Amanda Santos - Associate Product Manager at Wineshipping
Published on January 7th, 2025

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