When no one is home to sign for an alcohol delivery, it becomes more than just a minor hiccup for direct-to-consumer (DtC) alcohol shippers. It’s a domino effect that transforms a perfectly curated product into a customer’s disappointment before it’s ever opened. This becomes an even higher stakes challenge for products like wine that are as much about experience as they are about quality.
In this blog, we’ll explore why signature requirements are non-negotiable, the broader implications of a failed wine delivery attempt and the steps DtC wine and other alcohol shippers can take to minimize these challenges while keeping customers happy.
Why do DtC shipments require an adult signature?
Unlike your typical online order, all alcoholic beverages shipped directly within the United States come with strict legal requirements. Any alcohol shipment, including wine, must be accepted by an adult 21 years or older. To ensure compliance, carriers must obtain a signature and verify the recipient’s government-issued photo ID at the time of delivery. If no eligible person is available to sign for the package containing alcohol, the delivery attempt is deemed unsuccessful.
Wine shipping rules and signature requirements are in place to ensure compliance with state and federal regulations while protecting both wineries and customers. A missed delivery doesn’t just mean inconvenience for the customers, it can cost shippers big.
What happens during a failed wine delivery attempt?
Compliance, however, is only part of the equation—especially for wineries and other wine clubs. Wine is a sensitive product, especially when it comes to temperature. With an optimal storage temperature between 53°–57°F, even minor deviations can significantly affect quality. Prolonged exposure to high temperatures during warm months can cause corks to expand, leading to oxidation and undesirable flavors. On the flip side, freezing winter temperatures can result in cracked bottles or peeling labels, making wine shipping even more challenging for wineries and other wine clubs.
The impact of a failed delivery goes far beyond the bottle, too. Customers who encounter delays, poor communication or damaged shipments are less likely to reorder. And with wine shipments averaging between $100 and $1,500 in value, customers’ expectations are understandably high. A failed alcohol delivery often tarnishes the customer experience and damages brand loyalty.
How can DtC shippers prevent delivery failures?
According to Sovos ShipCompliant’s own proprietary research, customers are 30% more likely to reorder if their shipments are delivered on the first attempt. While delivery challenges are inevitable, a missed delivery is what truly sours the experience. The good news is that there are several proactive measures DtC alcohol shippers can take to reduce their frequency and impact.
Clear communication from the start.
Whether they’re eagerly awaiting a special bottle of wine for an event or simply planning their day around a delivery, customers rely on businesses to keep them in the loop. That’s why the foundation of a successful delivery is clear communication. From the moment an order is placed, ensure customers understand what’s required to receive their shipment:
- Make sure a recipient of legal drinking age (21+) is present to sign.
- The recipient presents a government-issued photo ID upon signature.
Real-time tracking turns the delivery process into an extension of the customer experience. Consider Delivery Experience solutions from Sovos ShipCompliant, for example, which empowers shippers with detailed shipping status information, allowing them to proactively communicate updates to customers. In turn, shippers can reduce uncertainty and enhance peace of mind by keeping customers informed about where their order is in its journey.
Leverage SMS/text communications.
One way that wineries and other DtC shippers can keep customers informed is through SMS/text notifications. These tools enable businesses to keep up with modern consumer expectations by communicating with customers and allowing them to adjust their plans or reroute shipments if necessary. Businesses that opt in to services like those provided by RedChirp, for example, have seen a 24% decrease in return rates, fewer failed delivery attempts and a 74% reduction in shipment damages.
Learn More: (Webinar) Reduce Returns with Automation Powered by Sovos ShipCompliant & RedChirp
Offer a convenient plan B.
Life happens, and customers aren’t always available when their DtC shipment is scheduled to arrive. To address this, carriers like FedEx and UPS allow packages to be rerouted to nearby facilities with a variety of alternative delivery services such as Hold-at-Location (HAL). These options offer a convenient way for customers to pick up their shipment of wine, while also ensuring the shipper meets compliance with signature requirements.
Go the extra mile.
Today’s customers expect transparency, speed and convenience, including when it comes to receiving their favorite bottle of wine, spirits or beer. With real-time tracking and proactive communications, customers can stay in the know as businesses drastically reduce the likelihood of failed attempts. These small but impactful moments show customers that their experience matters, building loyalty and encouraging repeat orders.
With the right strategies in place, wineries and other DtC alcohol shippers can stay focused on what they do best. Sovos ShipCompliant is here to help you ensure your products reach customers safely, compliantly and with minimal hassle. Discover how we’re solving compliance for every step in the DtC alcohol shipping journey.