A beautiful and convenient site interface is not a reason to consider an online store successful. An occasional buyer will not make a profit in the long run. It is important to form a group of regular loyal customers. Not only will they periodically purchase goods, but they will also recommend the online site to their friends and acquaintances. However, novice businessmen often make "children's" mistakes that discourage the buyer from re-purchasing goods in the online store.
Delivery speed
Have you ever wondered why Amazon has left far behind other online retailers, and the once successful AliExpress has noticeably lost its reputation? The point is not the quality of the products sold, although this is an important factor. One of the key reasons is the speed of delivery of goods.
It is foolish to deny that people have become more lazy, sometimes spoiled and impatient. Give us everything at once. The Amazon group took into account the aspirations of consumers and arranged express delivery for the “haste” through Prime service. Officially, the package reaches the customer in two days, but in fact one day is enough. Naturally, this is not possible to organize everywhere. But where it is possible - implemented.
In turn, AliExpress attracts with free shipping. Consider this possibility. At least within your locality.
As soon as payment for the goods in the online store has passed, you must send it to the buyer as soon as possible. It is clear that a lot depends on the work of the mail, but for its part, you need to deliver the parcel to the post office as soon as possible and notify the client that you have done your job. Subsequent dissatisfaction of the person for the slow work will be addressed to the mail, and not to you. By the way, in your hometown it would be nice to arrange delivery by courier. For a solid online store - this is a necessary requirement for further profit growth.
Satisfy the hunger for information
Agree, people rarely buy a thing for nothing. Apparently, they really need it. In an ordinary store, goods can be felt, sniffed, tried on. But online it is not possible. When purchasing products in an online store, a person is impatient - when will it arrive!
To alleviate his suffering, provide the buyer with information that will help track the movement of goods. In our country, such information is the track code (tracking number) of the parcel. Send it to an impatient client by e-mail, indicate in the notification on the site or in any other way.
Packaging is not a trifle
Whoever ever bought an expensive gadget must have noticed for themselves that the process of unpacking a beautiful box brings some joy. And on the contrary, I don’t want to pick up a lump of incomprehensible anything wrapped in scotch tape from any Chinese online store. Even if it contains a completely decent thing, you begin to be prejudiced towards it, like a cheap thing.
Packaging is designed to provide 2 tasks. The first and key is the safety of the goods. It must withstand all the hardships of delivery by postal service employees. This is especially true for Russia.
The second task is appearance. No one expects to see a diamond box decorated with a silk bow. But at least it should be neat, aesthetically attractive. Recently, eco-friendly packaging has gained fashion, which easily decomposes without consequences for nature.
Great if you develop a branded packaging with a logo.In this case, even the use of cheap types of wrapping paper can be passed off as a minimalist style, a sort of “trick”. This will give your business a solid touch, even if it is located in the basement.
Wrong item
How often are some companies working on the AliExpress site annoying customers? They do not send the goods they ordered. Either completely different, or the wrong color, size, style, and more. It comes to the fact that instead of clothes for adults, people get doll things. The calculation of the Eastern brothers is simple to the point: there are many buyers. And not all of those offended will complain. Many are likely to give up.
Of course, sometimes there are errors of specific people who are responsible for the formation of the order and its dispatch. Therefore, do your best to avoid such mistakes. It is unlikely that thousands of people buy from you every day in an online store. Most likely dozens, at best, hundreds. But if there really are a lot of customers and therefore a head spin, it is not shameful to expand the staff by a couple of employees.
If the irreparable happened and the client received the wrong thing, it is most reasonable to admit the error and send him the right product at his own expense. On the one hand, you will lose a little in money, but keep (or maybe increase) your reputation.
Return
Consider the option when the client receives the wrong product that he ordered. But he is dear. Even in the event of your mistake, donating it is not economically feasible. In this case, only one option remains - the return of the goods. With the help of a courier, this is easy. But mailing is much more complicated.
It is not his fault that the buyer has to assume the responsibility of returning. So, to re-pack the goods (and if the packaging is already torn?), And reliably. Go to the post office and pay for his mandrel.
To reduce customer annoyance, do everything possible to minimize inconvenience. Provide reliable packaging for postal items and compensate for shipping costs, or at least part of it. You can thank the customer with additional bonuses, for example, discounts on your next purchase. Or put a free gift in the order.
Contacts
The buyer should not puzzle how to contact you in case of any questions. The site should contain full contact information. Moreover, it is necessary to regularly monitor messages, and not once a month.
One regular customer is better than 10 random
The most difficult step in online retail is to attract the first customers. But when the sales started, inexperienced owners of online stores believe that the job is done and the business will “trample”. He will not trample anywhere until you get regular customers.
Be sure to make it clear to a random buyer that you are glad to see him in the future on your site, that he is important to you. Offer to subscribe to a useful newsletter notifying about discounts, important events, changes in the store. Enjoy the special offer. People value attention to themselves and next time, all other things being equal, they will surely use your services.