Expect Sales, Expect Returns

Written by Pablo Palatnik on June 25, 2008

If you walk into a home depot, office depot, or any big or even SMALL department store, you always see a customer service area along with returns. When you open up your first e-commerce store, all you probably worry about is getting sales. Sure, that will make or break your business, but how about returns?

Returns is a big part of e-Commerce, come on…you didn’t actually think you would satisfy every customer did you? Of course not.

Things TO DO to avoid major customer service issues 101:

• POST AN 800 NUMBER OR EMAIL TO REACH YOU.

• IF SELLING BRAND NAMES, VERIFY AND STATE AUTHENTICITY OF PRODUCT.

• UPDATE CUSTOMER IF THERE IS ANY ISSUE WITH ORDERS.

• PROVIDE TRACKING NUMBER FOR SHIPPING STATUS

• EMAIL CUSTOMER WITHOUT THEM EXPECTING IT UPDATING THEM ON ANYTHING THAT MAY RELATE TO THEIR ORDER. YOU DON’T ALWAYS HAVE TO WAIT FOR THEM TO CONTACT YOU, YOU CONTACT FIRST…GIVES THEM MORE CONFIDENCE.

• INCLUDE A RETURN POLICY FOR YOUR CUSTOMERS THAT IS VISIBLE

Those have been the obvious but big issues I’ve encountered so far with my e-Commerce stores.

Again, when planning for sales, etc…plan for returns as well, extra inventory, etc. From an affiliate stand point, you should also be very detailed when you are running an affiliate site as to how they do in terms of customer service, handle returns, etc. Remember, you are promoting someone elses’ business and just because you make a sale, doesnt mean it’ll “stick”. Many affiliate programs will take away credit for a sale if a customer returns an item which may be of absolute no fault of yours. It is something to strongly take into consideration when choosing which company to become affiliated with.