Should I offer compensation for a late order?
Offer only what you can authorise on the spot, and ask what would help before you choose. A refund of the delivery charge, a priority slot or a named contact are all valid gestures; the wrong one costs money and still misses the point.
Offer only what you can authorise on the spot, and ask what would help before you choose. A refund of the delivery charge, a priority slot or a named contact are all valid gestures; the wrong one costs money and still misses the point. If you have nothing to offer, say what you can do for free and give a time, rather than promising to look into it.
Decide which of the three common gestures you can authorise: a refund of the delivery charge, a credit on the next order, or a free upgrade such as a named delivery window. Put the amount and the date in writing in the same thread, even when the customer accepts on the phone, because an unrecorded gesture is the one that gets disputed afterwards. Never describe compensation as a goodwill gesture without naming what it is worth.