Probably the most boring part of your website, but essential for your e-commerce website. Why? Because the banks and merchant services won’t give you your credit card facilities without them. We explore the key elements you need for a successful e-commerce site approval from the New Zealand banks. We are pretty sure you’ll find this useful wherever you are in the world too.
Let’s explore each one in more detail.
Informing customer when they can expect their products to arrive will minimise customer service requests. In all our years of building e-commerce sites, “where is my order?” has to be the bane of all our client’s business. Shipping expectations can easily be set, but rarely are, so the customer makes up their own expectations. When there are shipping delays outside your business, you end up getting the call, not the courier company. Having a clear, easy to understand shipping policy will help set the right expectation of your customers.
Knowing how I can return a product is helpful when things don’t go to plan. Ordered the wrong size? Product not as described? I need to know what my minimum statutory rights are, but also what your policy is on returning those shoes I ordered a size too small.
Returns cost a lot of money for e-commerce businesses, so minimising returned goods is the name of the game, but occasionally things go wrong, so you need to set out your process and the rules.
Good old T&C’s should be easily added to your website. These often cover a bit of all of the above but may need to be simplified for your website. You should have resolution processes, a little about privacy and outline your legal company name and physical address as a minimum here.
So many e-commerce websites make it difficult for customers to call you, or ship returns. Make it easy for your customers to get hold of you. The following basics should help:
Most customers are happy to email you, but not all. It goes without saying that any legitimate business won’t want to make it hard for customers to get in touch, but it would surprise you to find many businesses do.
As you can see, having each of these not only build credibility for your business, they help your customer find key information that will prevent problems later.
If you’re considering building an e-commerce website, give us a call. We’ve been building e-commerce sites for 20+ years and have helped many clients transform their business online.