Level up your delivery game before the festive rush

Nothing tests your patience (or your customer service team) like comments saying “parcel lambat”, “barang rosak”, or “tracking takde update”.  

 Every new year, we talk about personal resolutions, but if you’re running an online business in Malaysia, your fulfilment operations probably need a resolution too. As customer expectations continue to rise and demand is expected to grow further in 2026, now is the best time to check what’s working, what’s lagging, and what needs a bit of tightening. 

 So instead of rushing straight into new plans, business owners should pause, look back, and assess their fulfilment performance. This article highlights the key areas worth reviewing before you gear up for a busier, more demanding year ahead. 

1. Review your Operations & Customer Feedback 

Start by replaying last year in your head. Remember the festive rush, flash sale chaos, and those weeks when orders came in faster than your team could pack them. Every Malaysian seller knows the feeling, especially during 11.11, 12.12, Raya, and year-end promotions. 

 Then, look closely at customer feedback. Not just the five-star reviews, but the complaints too. Patterns often show up in familiar phrases: “parcel lambat sampai”, “barang sampai pecah”, or “tak tahu parcel kat mana”. These comments are clues pointing directly to where your fulfilment process broke down. 

 Eventually, you’ll come to realise that the biggest struggle wasn’t demand, but manual processes that simply couldn’t keep up. Printing labels one by one, updating tracking manually, or repacking orders last minute during peak periods quickly leads to mistakes and delays. 

 This is also a good time to reassess your packaging habits. Were you overpacking and wasting materials? Or under-protecting items just to save time, only to deal with damaged goods later? 

 End this review by identifying two or three habits that slowed you down the most. Fixing a few high-impact issues is far more effective than trying to overhaul everything at once. 

2. Upgrade Your Fulfilment Operations for a Smoother 2026 

 Once you know where the weak spots are, improving your operations becomes much more manageable. You can start by automating repetitive tasks that your team dreads, especially during high-volume days when speed and accuracy matter most. 

 You probably know this already; simple improvements can go a long way. Using right-sized packaging and sturdier materials helps reduce damage claims and cuts down wasted space. Tightening your tracking and notification flow gives customers peace of mind, so they’re not constantly DM-ing you asking where their parcel is. 

 More importantly, set realistic goals that your team can actually achieve, such as faster order processing, fewer packing mistakes, or clearer delivery updates. These are changes customers may not see directly, but they’ll definitely feel the difference. 

 And if you’re looking into upgrades, introduce new systems gradually. Rolling out too many changes at once can overwhelm your team, especially during busy months. In Malaysia’s fast-moving e-commerce scene, steady and consistent improvements usually win over dramatic one-off fixes. 

Tip: Investing in API integration can automate repetitive tasks, reduce human error, and free up your team’s time for more meaningful work. 

3. Strengthen Your Reliability and Capacity Before the Next Peak Season Hits

Malaysia is projected to be one of the fastest-growing e-commerce markets in Southeast Asia, with approximately ~19.5% year-on-year growth. That growth is exciting ONLY if your fulfilment setup can handle it. 

 So, what can you do to eat that chunk of the pie? For starters, use what you learned from previous years to predict when your busiest cycles will hit again. Festive periods, payday sales, and major campaigns always come back around. The question is whether your current setup can cope when order volumes suddenly double. 

 Take a really honest look at your storage space, team capacity, and picking flow. Are things running smoothly, or are they barely holding together during quiet months? Many sellers only realise their limitations when it’s already too late. Also, ask yourself if you have backup plans in place, because too many businesses rely on processes that only work when things are calm. Peak seasons expose every weakness, especially when there’s no room for error. 

 Above all, prioritise delivery reliability. Malaysian customers may tolerate a short delay, but they don’t like uncertainty. Not knowing if a parcel will arrive at all is what damages trust the fastest. 

How Pos Malaysia Can Support Your Growth Journey 

 As your business grows, having the right logistics partner makes all the difference. Pos Malaysia supports sellers across the country, delivering consistently from busy city hubs to smaller towns and kampungs. Thus, to help businesses tackle common fulfilment challenges, Pos Malaysia offers solutions designed for different stages of growth: 

 SendParcel Pro 

An all-in-one platform for high-volume sellers to manage parcels faster, smarter, and with better cost control. 

 Pos Fulfill 

A complete fulfilment solution that handles storage, picking, and packing — so you can focus on sales instead of stock headaches. 

 Special Handling Delivery 

Extra care for fragile, sensitive, or high-value items that need more than standard handling. 

 Contactless COD via DuitNow 

Making payments smoother, reducing failed deliveries, and improving overall customer experience. 

 With stronger fulfilment operations and the right logistics support, businesses can head into 2026 with more confidence, fewer surprises, and a setup that’s built to scale. 

 Click here to discover the benefits of being a Pos Malaysia contract customer today.