Genevieve Verdier
May 24, 2012 | Fulfillment/Shipping | Genevieve Verdier

Knock Knock...Who Is There?

Your wine delivery!!

It is always a treat to receive wine delivered at your home but what happens when you are not there to sign for it? Carriers are required to obtain an adult (above the age of 21) signature upon delivery. If that requirement cannot be satisfied, they will return at a later date for another delivery attempt. Carriers are not allowed to leave a package containing alcohol at the door. After three delivery attempts, the wine will be returned to the sender.

Carriers will leave door tags to notify that a delivery was attempted, and some carriers will call the consumer if they have been provided with a phone number. Consumers can await the next delivery or arrange to pick up their shipment at the local carrier hub.

Unfortunately returned orders cost money. Not only is there a carrier charge for processing the return but there are additional transportation fees to send the shipment back. If the order is sent back to the WineDirect Fulfillment Center, it will be checked for any damage and restocked. So what can you do?

  1. ALTERNATIVE ADDRESS: Ask your consumers if they have an alternative shipping address such as a work address at which there will likely be someone on hand during business hours to sign for the package.
  2. MONITOR: WineDirect clients can monitor their FedEx and UPS delivery attempts 24/7 on our web Portal. Sign in and go to the Orders tab. On the left navigation menu, there is a link for “Delivery Exceptions” to pull up a report with carrier tracking links. You can then coordinate with your consumers for the next delivery attempt.
  3. RE-ROUTE: WineDirect can arrange for order re-routing however there are costs involved for processing and potentially increased delivery charges depending on the new address.

It should be noted that for 3-Tier states, in which the order passes thru the in-state wholesaler and retailer licenses, state laws do not allow wine to be physically returned to the originating fulfillment center. Returns will be held at the state retailer for up to 6 weeks awaiting resolution (i.e. an alternative address is provided within the same state). Your Account Coordinator will email you with the return information and request resolution. If no resolution is provided within 6 weeks, the state retailer will dispose of the product.

Successful Deliveries = Happy Consumers.

Now if we can just figure out how to deliver more time in the day to enjoy all these wonderful wines!


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