How to respect the rights of your customers with your online store?

Your clients have rights, and you have homework. Here’s how to reconcile the two. Your goal: transform your legal obligations into real assets, guarantees of seriousness that will convince them to release their credit card.

Facilitating the checkout is first of all to assure your customer that you deserve his trust. Once he has identified products that interest him and filled his basket, ultimate hesitation … He will go for a tour in the pages presenting your company, the terms of delivery and payment, even the legal notices. You must treat these pages so that they are clear and correctly written, without adding unfair terms in an attempt to limit your liability unnecessarily. And play the transparency, too. If you steal your phone number in the background of the site to not have to answer personally to dissatisfied customers, for sure, you will not grumble, but you will have no customers at all!

Enter your details

ndicate the postal and telephone coordinates where we can reach you is obligatory. Specify them in your general conditions of sale (GTC) and in the page “Who are we?”. Attention, the telephone number for the follow-up of the order and the service must not be surcharged. And your customers will be reassured if it is a landline number rather than a mobile. Specify realistic schedules to which you are reachable

Recall the withdrawal conditions

For distance selling, the customer has a withdrawal period of seven days (or more, if you are ready to make a commercial gesture) after receipt of the order, to return, at his expense, the or some of Items, complete, in good condition, in the original packaging. French law requires you to refund the delivery costs, not two back. According to the Fevad, the rate of return varies from 2 to 15%. Note that there are some areas where the right of withdrawal does not apply: for CDs and DVDs, accommodation and travel, etc. In case of withdrawal of the customer or non-compliance of the product, you can not impose a purchase order if the customer claims the refund, which must occur within a maximum of thirty days.

Specify the delivery date

The Chatel law obliges to specify the deadline of delivery. It must therefore be calculated according to the date of the day, the type of carrier and the method of payment.
It is not an indicative information or an average value but a date that commits you, as December 23, 2011.
On the product sheet, the mention of a duration “Delivered in 2 days” seems tolerated, but it would be better for a date rather than a deadline to be specified to the customer before the conclusion of the contract.
Do not be too optimistic, so your reputation can quickly be tainted on the Net. And if you promote an express delivery in your city, specify that the order must intervene, for example, before 15 hours.

The e-commerce software is often designed by and for foreigners, the calculation of the delivery date (which is not mandatory in all countries) is not necessarily provided automatically to the installation of the software . You have to activate it, as it is the case in Prestashop, module Date of delivery; create a rule by carrier.
The calculation should take into account Saturdays and Sundays, but also holidays (it is less sure) supposed to shift the delivery. By the way, also take into account the preparation time of the order, an option is provided.

Healing spelling

You can be a great person and collect zeros in dictation. The problem is that on the internet, you only have the text to convince your customers. If you have a gap, take the time to reread the pages and product sheets of your shop, especially the page “Who are we?”.

Provide “Delivery” and “Secure Payment” pages

Even if you have nothing more to say than the other commercial sites, put forward the guarantees that you offer to your customers: the delivery, on the one hand, and the secure payment.
That’s it, the customer’s basket is filled, your goals are too, you have put all the chances on your side for it to cash.