Below, we want to detail some best practices that every store in our Marketplace should follow to provide excellent service:
- Customer message response: Any message sent by the customer must be replied to within 24 hours. Leaving a message unanswered not only shows a lack of interest, but also increases the average response time, which negatively affects your statistics.
- Irrelevant messages: Avoid excessive use of automatic messages that provide no value. Avoid copying PcComponentes on every message; do so only when necessary.
- Language: You must contact the customer in the language of the sales channel where the order was placed.
- Customer care: Once you know the order has been delivered, it’s good practice to check in with the customer to confirm that everything arrived correctly. In that same message, you can also remind them to mark the order as received. By doing so, not only will the amount appear in your payable balance, but the customer will also be able to leave a rating, and your interest will likely result in a positive review.
- General after-sales service: At a minimum, your return and warranty policy must match that of PcComponentes. It’s recommended to keep the customer regularly informed about their process to avoid weeks without any communication.
- Detailed information: Any communication you have with customers outside the platform must be recorded in writing. We need to be aware of all communication; otherwise, we may mistakenly assume an issue is not being handled and take the appropriate actions.
- Attached invoices: Whether the customer requests it or not, you must upload invoices for all orders to the platform within 24–48 hours. They must be added in the documents section of the order. Remember to upload it as an invoice, not as an attachment. If you do not have the customer’s billing information, you may issue a simplified invoice.
- Stock: Avoid listing products with very low stock. This helps prevent stockouts and order cancellations, which often lead to poor ratings and complaints. Always set up a safety stock level.