For us, unjustified rejections and refunds are a very serious matter that we deal with daily. This causes:
- A poor experience for customers.
- Loss of customers on our website.
- Bad image for your store.
- Loss of trust in our Marketplace.
- Financial losses due to general maintenance costs.
That’s why these orders may be penalized and lead to the permanent suspension of the store. The reasons for such penalties include:
- To offset the costs caused by the lost order. For example:
- The acquisition costs of bringing the customer to your offer.
- The commissions generated by the transaction made by the customer through our payment gateway.
- Loss of a sale that could have been made by another store that did have the item available.
- Because of the customers. The image we present to them is extremely important, and a rejected order gives a very negative impression of both our website and your store.
How to solve it?
- We recommend adding a minimum safety stock. For example, if you have 10 units of a product, set the stock to 5 units. The same applies if you work with wholesalers.
- Offer the customer an alternative product with equal or better features. For example, if a customer wants a product in a certain color, you can offer another color if available.
- If the item will arrive later, ask the customer if they are willing to wait a bit longer. In many cases, they agree, and the rejection is avoided.
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