For an e-commerce site, good after-sales service increases customer confidence and constitutes a key factor in the decision to make a purchase.
Offering an after-sales service and stating this clearly on the e-commerce website reassures customers. Unlike a traditional store, online stores do not offer physical access to the products or to the seller. If a customer is unsatisfied or receives a faulty product, they want the option of contacting the online store and even returning their order.
It’s important to list information on complaint-handling and the return period not only on the website but also in the general terms and conditions. Some online stores include a return-address label with their deliveries to make returns and after-sales service easier.
The trader must plan and implement after-sales logistics right from the initial phase of web design so that they can control the resulting costs.