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Industry trends, product updates, and expert perspectives on post-checkout operations, shipping, and customer experience.
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164 articles
Blog
In September we wrote about the two reports at the centre of Carriyo Intelligence, Revenue at Risk and CX Score. This week Carriyo Intelligence opens as a closed beta for a selected group of users across some of our key accounts, so this seemed like a good moment to go through what those users wi...
Blog
If you ask most retail operations teams how returns are going, the first number you will usually hear is the return rate. It is a useful number and it is worth watching, but on its own it tells you how many things came back and not very much about why they came back, what they are costing you whi...
Blog
In our previous article we looked at where AI agents really stand in post-purchase operations going into this peak, and ended with four things we think have to be true before you would let one near a live order: the data has to be normalised, the rules have to exist and be readable by the agent, ...
Blog
We have written about agentic commerce a few times this year, and each time it was mostly about the agent that does the buying, most recently in August when we asked who owns the delivery promise when the shopper is a machine. This piece is about the other side, which gets less attention and whic...
Blog
In our previous article we went through the 2026 surcharge calendar and the end of the UPS and FedEx duopoly, and ended with four things the retailers who are ready for this peak seem to have done: modelled the effective cost rather than the headline, made the alternative carriers real options before Black ...
Blog
Two things are happening in US parcel this week, and it is worth looking at them together rather than one at a time. The first is that surcharge season has started. UPS's peak fees took effect on 27 September, FedEx's on 28 September, USPS's temporary holiday pricing starts on 4 October, and the ...
Blog
On Wednesday we wrote about the January returns wave and argued that the returns plan belongs inside the peak plan, set up in September and October rather than improvised after Christmas. This post is the practical follow-up: how returns actually work on Carriyo today, what is configurable ahead ...
Blog
Most peak-season plans we see are genuinely good on the way out. Cut-off dates are agreed with carriers, capacity is booked, the warehouse has its seasonal staff lined up, and someone has modelled how many orders Black Friday will produce. Then the plan more or less stops at the last delivery bef...
Blog
Back in July we wrote about where Carriyo Intelligence was heading, and the short version was that the reporting inside Carriyo was going to move beyond operational dashboards into questions a finance or CX lead would actually ask. Since then two of those reports have been built end to end, and w...
Blog
Most eCommerce operations have solved the first delivery-data problem. If a customer asks where their parcel is, someone can look it up, and usually the customer can look it up themselves on a tracking page. Ten years ago that was hard. Today it is table stakes, and the question that comes up in ...
Blog
On Wednesday we looked at what a year without de minimis actually changed: over $1 billion in newly collected US duties, e-commerce airfreight lanes still repricing, the EU following suit in July, and a statutory endpoint already fixed for 2027. The regulatory story is, in a sense, over — the dut...
Blog
Just over a year ago — on August 29, 2025 — the United States suspended duty-free de minimis treatment for imports worldwide. The $800 exemption that had quietly underwritten a decade of cross-border eCommerce growth stopped applying to any parcel entering the US, and one of the largest natural e...