How can online retailers manage customer expectations?

The Problem

As the second arctic blast hits the UK, couriers and distribution centres are struggling to clear the backlog of parcels created by the disruption caused by the first wave of wintry conditions. With Royal Mail aiming to deliver to one million customers on the Sunday before Christmas, and many mainstream retailers taking decisions to stop new orders adding to the problem, exactly what stance should online retailers take to maximise sales at such a crucial time of the year?

So what are the major etailers saying?

In the midst of all this stress and worry (with the exception of some disorganised shoppers who can gleefully blame it on the snow) some of the UK’s top e-retailers are advising their customers on the situation. How can this be done to maintain yuletide harmony, and are they even advising at all?

Marks and Spencer’s have temporarily suspended order taking for some Scottish and Northern England postcodes. But despite not loudly advertising it on their homepage they do have a comprehensive FAQ section on the issue. A full list of affected postcodes and stores is listed, with major cities easily identifiable.
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