5 BFCM fulfillment challenges and real-time solutions

Black Friday and Cyber Monday (BFCM) mark the biggest shopping frenzy of the year. These two days are a windfall for retailers, generating billions in revenue as shoppers hunt for the best deals. However, this multi-day shopping event is not without its challenges – especially regarding order fulfillment. 

The immense surge in demand can test even the most prepared retailers, putting pressure on inventory systems, warehouses and delivery networks. Fulfillment is the backbone of customer satisfaction during BFCM, but delays and errors can damage a brand’s reputation and lead to lost sales. However, organizations that successfully streamline operations can drive loyalty and repeat business long after the season ends. 

The following sections offer a closer look into why fulfillment becomes so challenging during BFCM and examine five of the most common issues retailers face, along with actionable, real-time solutions to keep your operations running smoothly.

Why fulfillment challenges increase during BFCM

BFCM is a high-stakes game for retailers, with many making a significant portion of their annual revenue in just a few days. One of the primary reasons fulfillment becomes more complex is the sheer volume of orders. Retailers often experience a drastic increase in purchases during this period, which can overwhelm warehouses, carriers and even customer service teams.

Tighter delivery deadlines compound the issue as today’s consumers expect faster shipping options, such as same-day or next-day delivery, putting immense pressure on supply chains. While organizations struggle to meet and exceed shipping expectations, there is also additional stress on inventory management. 

It’s all too easy to either understock popular items, leading to missed sales opportunities, or overstock, tying up valuable resources in unsold products. These challenges and balancing returns require careful planning and real-time solutions to ensure a seamless shopping experience.

5 BFCM fulfillment challenges (and real-time solutions)

To thrive during BFCM, companies need to address their fulfillment challenges head-on. Below are five of the most common hurdles and the strategies your team can implement to overcome them.

Handling order spikes

During BFCM, the influx of orders can quickly outpace the capacity of your fulfillment systems. Warehouses become overcrowded, picking and packing processes slow down, and errors in order fulfillment rise. This scenario can lead to late deliveries and frustrated customers. 

For organizations to manage these spikes, it’s crucial to implement scalable fulfillment solutions. Often, it comes down to having the right third-party logistics (3PL) provider. They should have a proven success record for handling BFCM, which requires modern technology, scalable operations and experience.

Automation can also be beneficial in managing the spike in orders. Automated picking, packing and shipping systems increase efficiency and significantly reduce human error. With scalable solutions and automation in place, your fulfillment operations can quickly bend to meet the demands of your customers. 

Maintaining inventory accuracy

Inventory management during BFCM is similar to walking a tightrope. Stockouts can lead to lost sales and unhappy customers, while overstocking ties up resources and adds unnecessary costs. The challenge lies in accurately managing inventory across multiple channels and ensuring your stock aligns with demand.

The solution is to adopt real-time inventory tracking systems that provide visibility across all sales channels. Modern order management and warehouse management system software can help you maintain up-to-date stock counts, preventing overselling or underselling. Along with real-time data, demand forecasting is another essential tool that allows your team to make data-driven inventory-level decisions by analyzing past sales data, current trends and promotional plans.

Meeting fast delivery expectations

In the age of Amazon, fast delivery is no longer a perk – it’s often an expectation. Customers shopping during BFCM often look for same-day or next-day shipping, putting immense pressure on retailers to fulfill orders quickly and accurately. Failing to meet these expectations can often lead to poor reviews and lost business.

One way to address this challenge is by optimizing your warehouse location(s). Storing inventory in strategically positioned warehouses near major customer hubs reduces shipping times and costs. Another option is to partner with multiple carriers, adding flexibility and ensuring that disruptions in one network don’t derail your entire operation. Lastly, don’t forget the power of communication and transparency. Keeping your customers informed – with shipping times, shipping delays or any changes. If you miss the mark on delivery, take the opportunity to offer an apology. Offer discounts, free shipping and other perks for any issues.

Managing returns efficiently

Returns are an inevitable part of ecommerce, and their volume increases significantly during BFCM. Poorly managed returns can lead to:

• Bottlenecks in your fulfillment process
• Higher operational costs
• Dissatisfied customers

However, a seamless returns process can turn a potential pain point into an opportunity for customer loyalty. Streamlining your returns process is also vital to draw customers back into the buying funnel after the holidays.

From an operational standpoint, offering prepaid return labels and automating return authorizations can reduce processing times and improve efficiency. Although organizations looking to boost their returns experience should plan to invest in reverse logistics technology, which allows your team to track returns, reshelve items quickly and keep customers informed throughout the process.

Ensuring customer service and communication

During BFCM, customers want the ability to reach customer service. If they have question regarding a product, availability, shipping times or if an item can be picked up in-store, it’s essential to have customer service ready to go.

In addition, shoppers prefer to know exactly when their orders will arrive. A lack of clear communication can lead to frustration and even order cancellations. Keeping customers informed in real time is essential for maintaining trust and satisfaction.

Automated notifications are a simple yet effective way to keep customers in the loop. These notifications can include items such as:

• Order confirmations
• Shipping updates
• Tracking information

Self-service tools, such as order tracking portals or chatbots, further enhance the experience by allowing customers to get the information they need without waiting on a support team.

Simplify BFCM fulfillment with Cart.com

Black Friday and Cyber Monday represent an incredible opportunity for retailers, but they also bring significant fulfillment challenges. Organizations can confidently navigate the season by:

• Preparing for order spikes
• Optimizing inventory management
• Meeting fast delivery expectations
• Streamlining returns
• Ensuring clear communication

Cart.com’s comprehensive fulfillment solutions are designed to help retailers overcome these challenges and thrive during peak shopping periods. Contact our team today to learn how we have helped brands navigate the complexities of BFCM fulfillment.