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Jak wysłać paczkę? - DHL Parcel Polska


Current as of: 24.11.2023

Running your own online shop is an opportunity to increase business revenue and promote your brand online. However, entrepreneurs who decide to launch online sales have to reckon with the prospect of handling complaints or returns of goods. Well-conducted customer service in this area is vital - even minor errors can put a brand's reputation on the line. What does this process require? How should complaints and returns be handled?

After-sales customer service - what does it consist of?

It might seem that the need to take care of the buyer's needs ends when the transaction is finalised. However, this is not true. Occasionally, it may turn out that the customer has noted some irregularity in the order received or wishes to exercise his or her right of withdrawal and return the purchased product based on this right. At such moments, we can speak of after-sales customer service. This consists of all actions carried out by the trader to enable the customer to deal with a specific issue after he has purchased the goods.

Why is exemplary complaints and returns handling so important in the e-commerce industry?

Customers judge their experience with a particular company on both the ordering process and the quality of the assistance provided in the event of purchase problems. This is why a well-organised after-sales customer service for complaints and returns is so important. This process can often be decisive in deciding whether a person decides to shop with a particular shop again or whether they will permanently join the ranks of a competing brand.

Why enable customers to make returns and complaints hassle-free?

Handling returns is an integral part of e-commerce. Importantly, customers are no longer making returns just because they are dissatisfied with the product they received. Many shoppers want to see, try on or test the product first and then decide whether they want to keep it or whether they prefer to return the goods to the seller and get their money back. However, making it difficult for customers to make a return is definitely not in the seller's interest. Why? Here are a few reasons to ensure a hassle-free after-sales service for the consumer:

  • if a customer notices that your company also cares about people making returns or complaints, they are more likely to shop with you again;
  • by providing buyers with a simple procedure for returning or making a complaint, you build trust in your brand;
  • if the customer is not informed by the seller about the 14-day period within which they can return goods bought remotely without any consequences, the period extends up to 12 months;
  • a well-served customer is more likely to recommend your services to relatives and friends.

How to handle complaints and returns effectively?

Returning an item purchased on a shop's website should not be too difficult - customers appreciate the simplest possible solutions, and unclear procedures in this area may make them refrain from placing an order. So what should be taken care of to ensure that the number of returns in a shop is as low as possible and that the process itself does not deter consumers from buying? Here are some suggestions:

  • provide good descriptions and photos of the goods - describe the products you are selling as accurately as possible to avoid many situations where the customer could be unpleasantly surprised;
  • Inform potential customers about the return policy. Don't forget to include information about their right of return, which is 14 days according to the law. Don't hide your details either - the customer may want to verify your credibility as a seller;
  • make it easy for the customer to gather information on the return procedure itself. For this purpose, you can set up a dedicated page and convenient forms that guide the returners step by step through the process.