Over the past few days we have been reading your comments regarding dispatch and post dispatch issues for the orders. There has been constant voice around transparency of status updates. There are two kinds of issues broadly
- Dispatch pending from My Dream Store
- Product Dispatched by My Dream Store but not delivered to customer
Dispatch pending from My Dream Store
We have dispatched all the orders pending from our side. We had some maroon color hoodies that were pending till day before yesterday which are also cleared as of now. As on 24/10/16 the report of orders that are not dispatched from our side are 667.
So why is campaign report showing Not Dispatched ?
We recently made the campaign status report live which contains each order status. There were two issues which are being addressed. The first issue being Campaign status is being shown as dispatched where as all products are not yet dispatched. To avoid confusion we removed campaign status and we are showing only order status and fixing issue one. To give a background of second issue, when we send a shipment out there are 150 service codes which logistics companies return back like ( in transit, out for delivery, pick up incomplete, manifested ) etc. We need to map these codes back to simple statuses. There were some issues with this tracking system hence we still declared product in beta. We are working closely with our logistics partner to fix this technical issue. The tentative date for fixing this is 31/10/16.
Product Dispatched by My Dream Store but not delivered to customer
Like we mentioned above the tracking system in tech is broken. We do a direct deep integration to our logistics partners. We are figuring out the issue and we are hopeful to fix it by the weekend. Regarding service issues our logistics team is coordinating on a daily basis to follow up on thousands of shipments, interacting with consumers and logistics partners and ensuring delivery happen.
I want to know more tell me….
Why is My Dream Store not fighting with courier companies ?
- In Fact we are fighting with them each day. We just got our COD handling charges down. We are working on returns and tracking all the 150 NSL codes each day and finding resolutions. We got down our return rate to under 20% which is one of the lowest numbers in Industry. The avg number of attempts we are doing for delivering each product is 5. In some cases we have even done 8-9 attempts. We are a small brand fighting these logistics tycoons, there are hardly any options than Fedex, Ecom Express and Delhivery. So we choose to improve whom we work with . Fix our systems and deliver best results. The situation is improving continually and Indian logistics looks bright in the next 3 years.
|Courier company||Delivery service for prepaid||Delivery service for CoD||Technology quality||Service levels||Price|
How do we trust your data ?
We deal with thousands of orders each day and there is a lot of deep technology integration with various departments, vendors, sellers and consumers. We do not indulge in any manual updation of database entries as it would corrupt the data even for our own use. We respect the value of your data. We believe that understanding the inefficiencies and appreciating your candid inputs will help us grow this company more valuable. We have thousands of technology jobs running around the system as of now. Even after rigorous testing there might be some unforeseen use cases or sometimes our third party dependencies break down. We as engineers understand that breaking is a part of making things happen. We are proud of the journey we had with you so far and we want to be equally proud in the future. Hence we do not engage in any such practices that provide short term benefits.
Each time My Dream Store is giving answers but are you serious about fixing things ?
We are core team of engineers. Like Peter Thiel says we believe in doing things 10x better than others. For some of you who know, to print a T-shirt involves as many as 15 small jobs. This looks extremely simple but intensely compound when we scale. We do a lot of optimizations day in day out to squeeze out lead time, wastage and hundreds of challenges around it. The problem becomes even more interesting with the floating inventory, multiple suppliers and the payouts model. We have been building this product with passion for 18 months and we are still perfecting it and the hunger to make it better is equally there as it was then. We do not see our product as sub standard compared to the American products. Indian market poses its own set of challenges like cash on delivery we try to do the best we can.