In our Marketplace, unjustified order or refund rejections are a matter of utmost importance, as they directly impact the customer experience and the image of your store.
When an order is rejected without a valid reason, it leads to negative consequences for both your store and the Marketplace as a whole:
- Poor customer experience.
- Loss of trust in your store.
- Customer churn on our website.
- Damage to our brand image.
- Economic losses related to:
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- Customer acquisition costs.
- Transaction processing fees.
- Lost sales opportunities.
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The accumulation of unjustified rejections may result in financial penalties or even permanent account suspension.
The goal is not to punish, but to protect the customer, uphold service quality, and avoid unnecessary operational costs.
Here are some practical recommendations:
Set a safety stock.
For example, if you have 10 units, display only 5. This reduces the risk of stockouts, especially if you work with wholesalers.
Offer alternatives.
If you don’t have the exact product (e.g., color), offer the customer a variant with equal or better features.
Consult the customer before cancelling.
If the item is on its way or will arrive with some delay, contact the customer. In many cases, they are willing to wait and the order won't be lost.
Important:
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