Kundenabwanderung durch verspätete oder stornierte Sonderbestellungen

Definition

Modern OMS and unified‑stock providers stress that real‑time 'Available To Promise' (ATP) and unified inventory across channels allow retailers to avoid cancelling orders and to give clear delivery expectations to customers.[3] Without such systems, Australian bookstores taking special orders for out‑of‑stock titles risk long lead times, supplier back‑orders and poor visibility, which in turn results in order cancellations and negative customer experience. OMS vendors describe how manual, siloed order processes cause delays and customer dissatisfaction.[2] In competitive categories like books and magazines—where consumers can easily buy from large online retailers—failure to manage special orders efficiently translates directly into lost sales and recurring churn. If a store processes 20 special orders per week and 10–20 % are cancelled or never collected due to poor communication and long waits, this is 2–4 lost orders weekly. Assuming an average ticket of AUD 40–60, this equates to AUD 4,000–12,000 in lost revenue annually per store. Over time, some of these customers permanently shift their spending to competitors, amplifying the revenue impact beyond the immediate cancelled order.

Why This Matters

The Pitch: Australian book and news retailers lose schätzungsweise 0,5–1,5 % ihres Umsatzes annually when special orders and back-orders are delayed or cancelled and customers switch to online competitors. Implementing real-time available-to-promise and automated notifications for special orders retains those sales.

Affected Stakeholders

Store managers, Frontline booksellers and newsagents, Customer service and call centre staff for multi‑store chains, E‑commerce managers

Related Business Risks