Online product sellers know how frustrating it can be to see their income go up as sales roll in – only to have that number cut dramatically by customer complaints and returns! Even worse, if you don’t actively try to minimize this negative feedback, your seller reputation could suffer and you risk being dropped from some programs entirely due to bad reviews.
If you’re serious about selling online, minimizing customer complaints and returns should be one of your top priorities. Here’s how to do it!
Step #1 – Create killer product descriptions
One of the leading causes of complaints and returns is poorly written product descriptions that don’t give the buyer enough information to make an informed buying decision. Put yourself in your buyers’ shoes for a second – wouldn’t you be frustrated to spend your hard-earned money on a product you found online, only to receive something completely different in the mail?!
To prevent customer complaints and returns that originate from poorly written product descriptions, make sure your product pages contain all of the following information:
- Exact specifications of the product being purchased
- Notes describing the product’s condition if it’s anything less than brand new
- Good quality pictures that showcase the product from different angles
- Answers to any buyer questions you anticipate
- Details on any satisfaction guarantees or return policies you offer
Step #2 – Use extra care when shipping
Of course, if you’ve gone to all this trouble to describe the products you’re selling in detail, it only makes sense to invest a little extra effort in shipping them to ensure that they arrive in the condition you described!
The key to successful shipping lies in maximizing your protection while minimizing cost. After all, you don’t want to spend more than what your product retailed for on shipping materials, just to be sure your item will be safe in transit!
Step #3 – Follow up!
Too many sellers drop the ball here, thinking of online product sales as “one time only” transactions that are over and done with once the items in question have changed hands. But if you fail to follow up properly, you aren’t just closing the door to potential future sales – you also risk a buyer’s complaints or criticisms going unnoticed.
The best way to remedy this situation is with a single email that arrives a few days after the product you’ve sent out, asking whether the buyer was satisfied with the purchase. Whether the buyer was totally satisfied with the purchase or frustrated with the quality of your item, the simple act of following up allows you to keep the conversation open and offer solutions to issues that would otherwise turn into complaints or returns.