Companies should hide internal supply chain complexity from customers and let the marketplace control all delivery updates through unified APIs. This prevents conflicting messages from different logistics partners and keeps customers focused on what matters: when their package arrives.
But telling them where the package is within your supply chain might not be as important. So maybe mask certain aspects of those journeys to make them more customer relevant is also important. But it definitely adds value for the customer and improves your success rate at the end, last mile.
And should this communication be led by the logistics service provider or the actual marketplace or the merchant itself? How do you— what do you—
I think to keep the consistency, to keep the consistency of the communication for the marketplace, it should be led by marketplace, which should be through API integration. The statuses of the 3PL partners should also be synced, and then eventually customers should be communicated in one similar manner. It should not happen that if you give it to one partner, the messages are different, and if you give it to another partner, the messages are different. So keeping that consistency is also important.
