Running an e-commerce business or fulfillment centre in Nigeria can feel like a daily test of patience. Customers expect fast delivery. Riders face unpredictable roads and weather. Vendors are juggling stock, orders, WhatsApp chats, returns, and complaints. And everything must somehow work.
If you’ve been in this game long enough, you already know fulfilment is not just about moving a package. It’s a fight against a long list of real issues.
Below are 10 of the biggest challenges Nigerian vendors face today.
1. Delivery failures caused by infrastructure problems
Imagine this; A rider sets out confidently in the morning. By noon, he's still stuck on the road and dodging potholes the size of bathtubs. The customers start calling. Next thing, the package arrives too late.
Bad roads, flooded roads, cut-off and remote areas drag deliveries. Poor mobile networks worsen things because riders can’t reach buyers at some drop-off points, especially in rural areas.
Most failed deliveries in Nigeria still come from simple communication breakdowns.
Delayed deliveries = angry customers + higher return rates + bad reviews.
2. C.O.D rejections wasting money
Cash on delivery is still king in Nigerian fulfilment with 70% of shoppers preferring to make payment on delivery. The trust issue is real. But this tool that is supposed to breach that gap is also where vendors lose the most money.
A rider arrives. The customer changes their mind. Or they say, “I’m not around again, bring it tomorrow.” Or they claim someone else placed the order without telling them. You end up paying delivery costs out of pocket.
Some vendors lose up to 30 percent of revenue monthly from failed C.O.D orders.
3. Stock mistakes
A customer orders a size 39 shoe. You think you have it. Turns out it sold last week but your stock isn't updated.
Not having proper stock information is one of the fastest ways to lose a repeat buyer, or worse, you pack and ship the wrong size.
4. Fake orders from unserious buyers
Anyone running ads has experienced this.
Some people fill your form for fun. Some say “My sister ordered it, I didn’t.” Some give wrong numbers.
Local C.O.D fulfilment makes it harder to filter out time wasters.
5. Region-specific disruptions like sit-at-home in the Southeast
This one is unique and vendors outside the region don’t understand how disruptive it is.
If you sell a lot to Aba, Onitsha, Nnewi or Enugu, you already know Mondays can feel like ghost towns. Even when sit-at-home is officially cancelled, many people still avoid unnecessary movement.
This delays fulfilment and forces dispatch centres to cram a full week’s orders into fewer working days. Packages actually pile up. Riders have to rush.
Vendors serving the Southeast must plan an extra day into delivery timelines, especially for sensitive items.
6. Rider shortages or unreliable riders
Some riders disappear with parcels. Some simply don’t pick calls. Some don’t have the customer service skills to handle sensitive drop-offs.
Even big logistics brands in Nigeria struggle with this. Riders are the front line and if they mess up, the customer blames the vendor.
7. High return rate due to customer impatience
A good number of buyers expect same-day delivery even when ordering from another town. If an item takes longer than they imagined, they cancel.
This is common with fashion, beauty, and accessories sellers. Social media makes buyers impatient. They see something, they like and want it fast.
8. Wrong addressing culture
Customers rarely write proper addresses. Some drop “after the second junction, ask of Mama Ifeoma shop”.
Some drop estates without house numbers. Some drop “call me when you reach my area”.
9. Security concerns for riders
Deliveries to certain locations by 6pm is risky and riders need to be extra careful. Some neighbourhoods are not safe for pay on delivery orders.
This slows down fulfilment and affects same-day delivery promises.
10. No fulfilment systems
Most vendors still operate manually. Handwritten inventory notes. Whatsapp screenshots. Verbal confirmation with riders.
This works when you’re doing 10 orders a week. It collapses once you hit 100, or 1,000 orders.
The result is confusion, delays, and customer frustration.
How To Handle These Challenges
After years of dealing with these issues across Lagos, Port Harcourt, Imo, Abia, and Bayelsa, here are the solutions that actually work.
1. Add buffer days for specific regions
If you serve Abia, Anambra, Imo, etc, treat Mondays almost like non-working days.
Promise Tuesday (next-day) delivery, and people will respect it.
2. Reduce C.O.D problems with confirmation messages or calls
A simple confirmation text before dispatch filters unserious buyers.
Example:
“Your package is going out today. Our rider will call you. Please confirm you're available to receive your order.”
Most people who won’t buy will tell you here.
3. Use inventory management tools
Even a basic Google Sheet updated daily saves you from overselling.
Find a suitable inventory management tool. If you use our service and want more structure, request to be on-boarded to our inventory management tool.
4. Use logistics partners that understand local issues
Not every company understands how Yenagoa differs from Aba, or how PH differs from Lagos.
Work with people who know when to reroute around flooded areas or avoid a risky zones at night.
5. Break large regions into zones
Instead of “Lagos delivery”, break it into:
• Island
• Mainland, and
• Outskirts
This helps you price better and set realistic timelines like next-day delivery to certain areas.
6. Insist on proper addresses
Politely request landmarks, estate gates, and house numbers.
7. Train riders on basic customer service
A rider who knows how to talk calmly will reduce returns.
You can even give them a small script for difficult customers.
Final Notes
Fulfilment in Nigeria is a different beast and only local knowledge can help brands win in the Nigerian market.
Apply these tips to combat the commonly faced fulfilment challenges in Nigeria.
If you have questions feel free to join the conversation below, let's discuss how we can improve fulfilment across Africa.
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