• Your shipping and delivery approach goes a long way in creating a memorable experience for buyers.
• Improvements to tracking, support and returns processes can help reduce costly mistakes.
• The right enterprise resource planning integrations can bring companywide improvements that boost customer satisfaction.

It takes end-to-end planning to create solid buyer experiences. From inventory and order fulfillment to shipping, delivery and scheduled pickups, a wholesaler must operate with efficiency and accuracy to ensure buyers’ needs are met.

Our team can help elevate your in-house processes, shipping and deliveries so that your buyer relationships continue to grow and improve year after year.

Like you, your buyers depend on reliable delivery experiences to ensure they get their products in time to fulfill orders. Two in three businesses say that order fulfillment and tracking are some of the main challenges they face in their B2B customer journey.¹

Knowing where a delivery is at any point in the shipping process is a critical part of your relationship with buyers. UPS’s wholesale solutions include real-time tracking, giving your retailers visibility and a sense of security about their shipping process, with updates arriving within minutes of each step of the delivery journey.

“Standing out isn’t about making promises — it’s about keeping them,” says Charles Cawthorn, Strategic Lead, UPS. “The little things set you apart—orders that land a day early, updates that arrive before buyers ask, or seamless fixes when things go wrong. For wholesalers, loyalty is built on reliability, and those small, personal touches make a big difference. With real-time tracking, flexible delivery, and responsive support that’s there when it matters most, UPS helps you create experiences your buyers remember.”

There are few things more frustrating for buyers than waiting on a customer service representative to wade through cumbersome systems as they search for updates on a product delivery.

Through UPS technology and support, your customer service reps can quickly provide status updates about a delivery. Improving your support responses means you eliminate unneeded callbacks, saving time. And when your buyers can get a quicker resolution instead of a series of frustrating interactions, they get a memorable experience that boosts their loyalty to, and confidence in, your business. Not only that, but you’ll save time, which improves your bottom line, increases productivity, lowers costs and boosts retailers’ satisfaction.

Limited pickup and delivery options can leave your buyers feeling like they have to change what they’re doing to meet your shipping requirements. Partnering with a reliable logistics company unlocks a variety of pickup options that vary based on package volume and size. You can also offer customers greater flexibility with pickup times, whether they need once-a-day service or multiple pickups throughout the day.

In addition to multiple pickup and delivery options, our services allow you to meet the needs of customers that do single or multiple package pickups. With our flexible delivery options, you can offer services that adapt shipping and deliveries to your buyers’ needs, and not the other way around.

Your returns policy can win or lose retailers. Create a successful returns policy that includes when shipments can be returned, what condition the return must be in, and how restocking costs are structured. Once you know exactly what your returns policy is, communicate it to customers.

You can also boost customer satisfaction by ensuring your returns process is as frictionless as possible. UPS can help you implement returns best practices, which include:

• Strong customer support
• A clear returns policy
• Simple return initiation
• Flexible return options
• Fast, transparent processing
• Efficient reverse logistics
• Inventory and data integration
• Sustainability practices

As you build new business relationships and onboard new products for your retailers, your company’s risk management strategy will play an important role in your costs and buyer satisfaction.

UPS helps you mitigate shipping and delivery risk through insurance solutions that include protection across all carriers and shipping modes, a 90-day window for your buyers to report concealed damage and a nine-month window for your buyers to file a claim.

These services, along with other risk management offerings from UPS, allow you to focus on what matters: strengthening buyer loyalty, protecting your deliveries and improving your bottom line.

Enterprise resource planning (ERP) is the heartbeat of your operations. Margins can rise and fall depending on how well you integrate your ERP and the inventory accuracy it provides. If your ERP is out-of-date or lends itself to human error, you lose time (and even a buyer) that you may not be able to get back.

Through the UPS Ready^® Business Solutions network, we can help you integrate a wide range of functionality into your ERP, opening new levels of flexibility and automation that can boost your business process and, in the end, improve your bottom line. Automation can cut down on human-generated pricing and shipping errors, giving you a way to improve revenue and provide your buyers with an error-free, efficient shipping and delivery experience they won’t soon forget.

Your relationship with buyers can be the difference between a good year and a great one. Accelerating service in these key areas can create relationships that lead to long-lasting success.

¹ “Top 12 B2B Ecommerce Trends to Grow Your Business (2025),” Shopify, accessed June 16, 2025

² “SMB Shipping Pulse Check Report: How Shipping Experience is Driving CX,” InsureShield Shipping Insurance, accessed June 20, 2025

Individual results and options will vary. UPS makes no promises of any specific outcome in this document but instead provides only example outcomes based on certain UPS customer experiences.