Dealing with BackordersWritten by Chris Malta
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Now, this may sound like I'm making it up for effect, but I swear it's true: I handled another order for exact same product on same day, and woman who placed order experienced same delay. A couple of hours after receiving nasty-gram from my friend above, I got an email from this woman. She thanked me for my persistence in following up her backorder, and told me she would definitely be back to shop with site again. That's what makes it worth dealing with all this in first place! Here are things that I've learned about backorders during my time in this business. Internet customers are for most part "instant gratification" junkies. They want it NOW. Because of this, backorder situations must be handled immediately. Don't wait even a day. Call them, or email them. (A call is usually appreciated more than an email, but you have to watch your phone bill). If you think a product might be questionable as far as stock status, check with distributor before charging customer's card. You get a feel for which items are stocked less than others after a while. You can always refund charge, but it's better if you can tell them you have not charged them yet. Always offer to cancel. Chances are they won't, because then they have to go search for product again and hope they don't get backordered somewhere else, but offer to cancel must be there. It tells them that you are not desperate for sale, and gives you advantage in conversation. Be nice. Even if you are grinding your teeth. You can't afford to lose your grip. You never know when one episode of lost temper will come back to bite you. Follow up during backorder period. Send at least one email saying that you are monitoring situation, and are sorry for delay. That is a great tactic for defusing an impatient person; at least they know you are thinking about them. If there is an additional delay, offer to cancel again. They may actually take you up on it if it's a long delay, but you don't lose anything if distributor has not yet shipped. When you receive word that product has shipped, inform customer. They appreciate that, and again, realize that you are at least thinking about them. Most people understand backorders, and will give you no trouble. In fact, most are very appreciative if you contact them right away. Sometimes, you get trouble customers. Deal with them politely, and never lose your temper. Be bigger person. I always check my return emails to these people twice. There are times when I've let some temper slip in to my writing, and I'm sure to remove it before clicking send button. It only ends up helping you in long run! Chris Malta WorldWide Brands, Inc. For more information, visit http://www.YouCanDropship.com
Chris Malta is a Microsoft Certified Systems Engineer. He has worked with computer Systems for 18 years. He's been involved in eCommerce systems, networking and site design for more than 6 years. He's taught college-level computer courses in Western NY. He developed The Drop Ship Source Directory, and he and his partners at Worldwide Brands, Inc., publish the Directory and run eCommerce sites of their own using Drop Shipping as their only business method.
| | Pricing Your ShippingWritten by Chris Malta
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The first remedy I tried was to enter a central Zip of Origin in site software, hoping that shipping losses and gains would even out. I chose Billings, Montana, figuring that it was north-central US. Nope again. Turns out that Billings is TOO central a location. It's too easy for UPS to ship from there, so rates are lower, and you still lose money. Then I realized that we were talking about UPS ground. If I was shipping from Miami, UPS ground has to travel entire length of State of Florida just to begin to get anywhere else! I entered a Zip of Origin in Miami, and shipping came into line. Yes, a customer who lives in California and orders a product that is distributed in California pays more for shipping, because site thinks product is coming from Miami. It only comes out to a small amount, though, and it offsets some of losses you'd suffer because of shipping situations that go other way. (A product that ships from California to a customer in Miami...you lose on that one). Is your customer being cheated? No. Internet customers will virtually always check their total (product plus shipping) price before completing an order, and they'll go elsewhere if they can get a better deal. Your site may work differently, and you may be able to use your site software to come up with a better solution. I hope this gives you a little insight by showing you how I've handled problem in past. There are other shipping problems I'll reserve for another time, such as Motor Freight (heavy items) and including varying drop ship handling charges you pay. Please check back in near future to read about how I've handled those. Chris Malta WorldWide Brands, Inc. For more information, visit http://www.YouCanDropship.com
Chris Malta is a Microsoft Certified Systems Engineer. He has worked with computer Systems for 18 years. He's been involved in eCommerce systems, networking and site design for more than 6 years. He's taught college-level computer courses in Western NY. He developed The Drop Ship Source Directory, and he and his partners at Worldwide Brands, Inc., publish the Directory and run eCommerce sites of their own using Drop Shipping as their only business method.
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