A big story this Christmas was a huge surge in the use of rush shipping in the last 2 days before Christmas. Huge numbers of people signed up for Amazon Prime, and other merchants started discounting 2 day and overnight shipping to get those last minute sales. In turn, a lot of stuff didn’t get delivered on time, making angry customers and offers of apology discounts from merchants. This was characterized as a “first world problem” by many outside the game, of course.
When I shop, I am usually travelling outside the US and so I have to get stuff even before the 24th, and I’ve had stuff I left to the last day not delivered several times, so I know to avoid doing it. Some packages are not going to make it, and this should be expected — even desired.
While it makes sense to increase the infrastructure a bit as online shopping grows in popularity, you don’t want to go nuts at Christmas. If you need to build your infrastructure to handle every Christmas gift, you have to build it too big, and you pay for that through higher prices the rest of the year. Shippers need to figure out their real capacity, and everybody needs to plan based on it.
The failure this season was not a failure of the delivery system. Rather it was a failure of either the shippers to tell the merchants what their capacity was, and/or a failure of the merchants to communicate to customers that too much was being shipped and not everybody could be promised Dec 24 delivery.
The obvious way to fix this is first to have the shippers get a solid handle on their capacity for the various types of shipping to the various destinations. They can also identify the bottlenecks and widen them a modest amount.
The next thing is for the merchants to know just how much shipping they can buy. There can either be a live spot market — so the merchant web sites just stop offering the delivery promise when the capacity is reached, or merchants could even attempt to pre-contract for capacity, paying for it whether they need it or not (or reselling it if they know they won’t need it.) Merchants should be building their own forecasts about available capacity and querying shippers for updates on just how much more is left. Capacity isn’t a fixed thing — it depends on the size of packages and where they are going and many other things — but this is a problem computers can handle.
Finally, the shippers and the merchants can start increasing the price of the rush shipping so that demand and supply match. This can be based on accurate forecasts, or just live data. As Dec 23rd wears on, the price of next-day shipping will keep going up and up so only the serious buy it. Of course, this might reveal just how keen some people are to get items, and justify having more capacity in years to come. Indeed, as the price goes up, it may make sense for Amazon to say, “Listen, we’re just going to buy this for you at your local Wal-Mart, it will be waiting for you there.” Wal-Mart surely won’t mind that.
There are also some tricks to increase capacity. For example, most people would probably tolerate having to pick up items at a retail location — FedEx and UPS and the USPS of course have tons of those — especially if it is the only option or offers a serious discount over surge priced home delivery. (This is not as good for sending gifts to remote locations.) Temporarily contracted depots could also be used. You want to streamline these depots, as lots of people will be coming in, so you want some nice system where people bring in a bar code and everything is optimized to get them out the door with the right package quickly.
All of this will push people to shop and ship a little earlier, smoothing out the rush, and avoiding having to design the system for one peak day. I have always found it remarkable that most stores and malls have giant parking lots (back in the brick and mortar world) which are only filled in December. It’s such a waste — but something robocars will fix in the future.
Delivery to the wrong address
I had a missed delivery myself this year. In this case it was on December 14th because I went home early, and I had the gifts arriving 2 days before I left. But oddly, I got the note that the package had been delivered at 6pm — but it wasn’t. Both UPS and Amazon had very little set up to handle this. Amazon’s system insists you wait at least a day to complain about this, which was no help to me. I could have used that day to replace the items if I were sure it wasn’t coming.
After I left, the package showed up on my porch on Sunday. UPS does not operate Sunday so it seems pretty likely they had left the package with a neighbour who was perhaps away for a few days. I presume the neighbour eventually came and dropped off the package but they left no note. (Of course I wish they had done it right away — replacing the gifts in Canada cost me a bunch extra.)
Amazon had already given a refund — fairly good service there — and so I just had UPS return the package as undelivered which costs me nothing, so that all worked out, except the scramble and the extra cost of replacing the items.
I don’t know how often this happens — it’s in the Amazon FAQ so it must be often enough — but there are some obvious fixes. The UPS driver’s wand, which scans the package on delivery, should record more data, including any location from a GPS in the wand or the truck, but perhaps more easily the MACs and signal strengths of any WIFI nodes visible when the package was scanned.
That information would have both allowed UPS to say, “OK, that’s odd, this doesn’t match where the package should be going” right when it was scanned, or it would have allowed me to figure out where it went and get it right away.
You’re probably wondering, didn’t I just imagine it was stolen? I did consider that possible, though in my safe neighbourhood it doesn’t appear to be a real danger. Somebody following UPS trucks at Christmas time to steal gifts would be very Grinchey, not to say it doesn’t happen. In safe neighbourhoods, UPS and Fedex routinely just leave packages at the door. Not actually signed for, I presume they just eat the loss the rare times they are stolen, or perhaps the merchant does. It’s small enough shrinkage that the system handles it.