According to the information of the comScore new report, the return policy is considered to be one of the main elements for customers buying goods online. 63% of them state that they check the distributors’ return policy points before making a certain purchase. All of them want to get refunds without any obstacles, but they may fail to obtain them eventually. Moreover, customers have to receive an item before returning it, which is another sphere of their worries.
42% of online customers say that they leave a shopping cart when they see the terms of goods delivery. The majority of shoppers prefer terms at a minimum price, but 40% still want a fast delivery taking only 2 or 3 days. About 50% state that 5 days is a deadline for an item arrival. The postal service centers are currently being closed down throughout the country that is why it may turn out to be tough to meet the mentioned deadlines. However, FedEx and UPS can improve these excess supplies.
Online shopping has made fundamental changes of the way people purchase goods nowadays. Parents can buy all the necessary clothes for their children via the iPad at any time. The ordered items should be transported for an inexpensive price or even free if charge and arrive undamaged within 5 days. Customers should receive what they pay for; otherwise they must be entitled to return an item without paying its transportation
A customer of Amazon.com happened to buy 2 copies of the same book. He pre-ordered the first copy, forgot about it, and then ordered the second one. After receiving them, he decided to return one copy but the site said he had to pay for the transportation because it was his fault. The customer wrote a complaint that the site had not informed him about the second purchase. Amazon.com considered his statement and the book was returned free of charge. This is an example of intelligent customer service.