Arriving Between 9–5’ Is Killing Your Brand

Failed deliveries and poor communication are expensive.

They drain your CX team. They frustrate your customers.

And worst of all, they’re entirely avoidable.

At Flype, we reviewed over 1,000 failed delivery attempts from various e-commerce brands across apparel, CPG, wellness, and hard goods. What we found wasn’t just about speed, it was about clarity.

Here’s what we learned and why we emphasize our unique ability to eliminate vague delivery windows by dialing it down to a 20-minute delivery window.

Most Failures Happen in the Final 100 Feet

It’s not that the driver didn’t show up.

It’s that the customer wasn’t ready.

They weren’t home.

They didn’t know it needed a signature.

They thought it was arriving later.

The root cause? Poor communication.

64% of the failed deliveries of other carriers in our data set were due to unclear or wide delivery windows (5+ hours).

Broad Time Windows Erode Trust

A delivery window of “Arriving between 9AM–9PM” forces customers to wait around all day or risk missing it.

Even worse: it makes your brand look out of touch.

Today’s consumers want:

– Tight windows (30–60 mins)
– Real-time adjustments
– Updates if the ETA shifts

Brands that provide these gain trust. Brands that don’t? They gain churn.

The WISMO Spiral is Real

Every failed delivery triggers a chain reaction:

1. The customer reaches out: “Where is my order?”
2. The CX team checks tracking manually
3. A ticket is logged, a reply is sent
4. Customer is now less likely to reorder

For one DTC brand we studied, failed deliveries increased support volume by

23% in 2 days

All of this eats margin and damages brand perception.

What Flype Does Differently

We engineered Flype to kill failed deliveries before they happen.

How:

– 20-minute delivery windows reduce absence
– Live ETA updates that shift in real-time
– Branded tracking experience that sets expectations early
– Clear SMS/email touch points timed before delivery attempt

The result?

Fewer “Sorry we missed you” stickers.

More “Wow, that was fast and easy.”

What You Can Do Now?

Even if you’re not using Flype yet, here’s how to improve delivery success immediately:

– Tell customers when delivery requires a signature
– Use SMS alerts in addition to email
– Add a branded landing page for order status (not just a carrier link)

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Want to know how many of your failed deliveries are preventable? [‍ Talk to Flype for free. No hard pitch, just insight.]