11 sins people never forgive about an online store

Image for post
Image for post
Image courtesy of Nelson Wu at Flickr.com

According to recent research, exceeding deadlines or not taking responsibility for the warranty of the products are some of the eleven capital sins of online stores. After making a lot of reading, we have come up with a list of the errors and practices that users penalize more in e-commerce. We have found out that a vast majority of people publicly complain about what they consider a poor service, while very few people publicly thank for a satisfying experience.

  1. When the delivery period exceeds the estimate. If the delivery time set was 24 hours, the customer expects the promise to be kept. It is possible that the date of delivery of the product is important for the buyer because it is for a gift or a celebration. The customer will always prefer to have a longer but realistic term for the delivery, instead of having one not too optimistic and that might not be accomplished.
  2. When there is a policy of neglecting the client. In every purchase online, there is a certain component of blind shot. Once the customer has accepted the purchase, it is inevitable that, until delivered, he will experience some uncertainty, especially if it is the first time buying on that website. A customer service accessible and especially fast when addressing issues and incidents is essential.
  3. When there is no phone number to call. For some customers, it may be irritating to have communication with the online store exclusively by e-mail or, even worse, via a form to fill out. Excessive virtuality can become exasperating, especially if you are trying to report an incident. The phone is more agile and, in many cases, humanizes the relationship as hearing the voice and explanations of another person on the other side of the phone is always comforting.
  4. When the steps to become a customer are endless. Sometimes registration forms that new customers must complete before making their first purchase are so long and cumbersome, with lots of data and verification processes that they end up discouraging even the most eager of customers. Especially because sometimes the connection fails and, after 15 or 20 minutes filling data, the process stops half way and you might be asked to start all over again.
  5. When you blame someone else. Ignoring a complaint and not taking responsibility, even when not directly attributable to the online store, is something that customers hardly forgive. It does not matter whether the problem is that the product was defective from the factory, or got deteriorated during shipping, or if the carrier directly lost it. The customer trusts in the online store and it is a must to respond to any problem.
  6. When nobody takes responsibility for mistakes. Although new technologies have greatly reduced mistakes, they sometimes happen. However, the mistake is not the problem, but the lack of response to it. When no one contacts him to offer an explanation and a solution, either money back, a change in the product or a simple apology. A well resolved incident can win a customer forever.
  7. When the payment methods are very rigid. Payment methods are a sensitive topic to the users of e-commerce, because everyone has their preferences and priorities on security, payment of fees, etc. The ideal thing here is to have major payment systems such as credit card, e-transfer, and let the client choose the one that better suits him.
  8. When your agents do not know what they are talking about. Many customers who access an online store, especially if it is a specialized portal, do not only look for a place to buy cheap. They also require a certain level of professional advice. If a customer shares his questions and concerns about products, he is looking for a moderately competent partner with a minimum of knowledge on the subject. Otherwise, they will not trust this portal. It doesn’t matter how good the prices are.
  9. When it is too hard to get a bill. Something as simple as getting a bill becomes a real complication with some pages. For some reason, a number of bureaucratic obstacles stand between you and your bill when it would normally be generated automatically.
  10. When the process to get money back is so difficult. The law is very clear in this regard. The customer has 7 days to return the product. Once returned, the store has to check that the product is in good condition and with all accessories, and if everything is correct, you have to accept the return. After receiving the product, the store has 30 days to return the money, but it is advisable, if you want to keep the customer, to make the refund in less than 48 hours.
  11. When the warranty is ignored. Once the client has the product in his possession, if there is a problem with it during the two-year-warranty, the distribution company is responsible for managing it. Not having a physical place to go, the customer needs to feel supported by your online store when managing repairs, replacements and other incidents. They need your help and mediation with the manufacturer.
Image for post
Image for post
Image courtesy of Alan O’Rourke at Flickr.com

Written by

Your search results affect how people perceive you. Learn how ReputationDefender can help protect your online reputation.

Get the Medium app

A button that says 'Download on the App Store', and if clicked it will lead you to the iOS App store
A button that says 'Get it on, Google Play', and if clicked it will lead you to the Google Play store