Negative feedback as a point of growth
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Technologies similar to Cookies
Similar technologies are technics or tools, using certain characteristics to identify devices so that visits to a website can be analyzed. It includes, for example, HTML5 local storage, local Shared objects, fingerprinting techniques, tracking pixels and plugins.
For ease of reference, cookies and similar technologies are referred as "Cookies".
Usage of Cookies
Cookies enable us to provide users with certain features and supply us with information about website visits.
We also make use of cookies to make our site more user-friendly, to better understand our existing and prospective customers, including associating a user with different devices and browsers that they may use for online targeting and advertising purposes.
If you don't get scolded, you don't exist. Negative feedback (reviews, calls, returns) is not to be feared. Every complaint is a gift. It helps to improve a business process, change a product, identify an incompetent employee. Every bestseller on Amazon has a one-star rating. It's impossible to please everyone!
As sales volumes increase, the number of dissatisfied customers will inevitably rise. This must be taken into account and planned for in financial models, for example by setting a percentage of returns. It is important to be able to collect and analyse negative feedback properly. Understand what is related to human relations and what is related to the product. What is manipulation on the part of the customer and what indicates problems in the sales department. How to respond to complaints. What should a dropshipper do when a customer wants to return a product?
How to respond to complaints
Dealing with complaints in an online shop is an important process that requires a careful approach. If the customer decides to return the product, the dropshipper should provide the supplier with all the necessary information about the problematic product, the reason for the return and the details of the order (order number, payment/purchase date).
As sales volumes increase, the number of dissatisfied customers will inevitably rise. This must be taken into account and planned for in financial models, for example by setting a percentage of returns. It is important to be able to collect and analyse negative feedback properly. Understand what is related to human relations and what is related to the product. What is manipulation on the part of the customer and what indicates problems in the sales department. How to respond to complaints. What should a dropshipper do when a customer wants to return a product?
How to respond to complaints
Dealing with complaints in an online shop is an important process that requires a careful approach. If the customer decides to return the product, the dropshipper should provide the supplier with all the necessary information about the problematic product, the reason for the return and the details of the order (order number, payment/purchase date).
- Provide a standard complaint and feedback form on the website for the customer to fill in their details, describe the problem, date of purchase and attach photos of payment documents (receipts).
- Create multiple channels for receiving complaints (email, phone, online chat, social networks).
- Set up an automatic acknowledgement of receipt of the complaint on the website
- Categorise complaints (product quality, delivery, service, other)
- Prioritise complaints (high, medium, low) based on urgency and importance
- Identify the reason for the return (logistics, supplier, product quality)
- Develop standard solutions for different complaint scenarios
- Offer the customer multiple options to resolve the problem (refund, exchange, discount on next order)
- Analyse complaint statistics to identify recurring issues
Reviews on rating and review sites
Keep an eye on the ratings and reviews of your business. Negative reviews on third-party sites can affect your reputation: they can drive away customers or attract new ones. Respond to negative reviews by offering a solution to the problem: 'We can replace your damaged product, issue a refund or give you a discount on your next order. Which option is right for you? Categorise reviews by topic, such as product quality, delivery, service, and highlight recurring issues.
Set up Google Alerts to be notified of all new reviews - Namuwiki allows you to track and find out what people are writing about your brand, website and competitors. Trustpilot, ReviewTrackers or Mention can help you track reviews across multiple platforms.
Negative social media comments
When customers leave negative comments on a store's social media page, it's important to act quickly and professionally to offer help and resolve the issue.
Use social media monitoring tools (Hootsuite, Sprout Social or Brandwatch) to receive real-time notifications of new comments.
Include as much detail as possible about all the reasons and facts that made the customer unhappy: "How can we resolve this issue in a way that is most beneficial to you and us? If there have been mistakes, acknowledge them and apologise. Make sure there is an opportunity for discussion. Once you have resolved the problem, ask the customer to write about it.
Keep an eye on the ratings and reviews of your business. Negative reviews on third-party sites can affect your reputation: they can drive away customers or attract new ones. Respond to negative reviews by offering a solution to the problem: 'We can replace your damaged product, issue a refund or give you a discount on your next order. Which option is right for you? Categorise reviews by topic, such as product quality, delivery, service, and highlight recurring issues.
Set up Google Alerts to be notified of all new reviews - Namuwiki allows you to track and find out what people are writing about your brand, website and competitors. Trustpilot, ReviewTrackers or Mention can help you track reviews across multiple platforms.
Negative social media comments
When customers leave negative comments on a store's social media page, it's important to act quickly and professionally to offer help and resolve the issue.
Use social media monitoring tools (Hootsuite, Sprout Social or Brandwatch) to receive real-time notifications of new comments.
Include as much detail as possible about all the reasons and facts that made the customer unhappy: "How can we resolve this issue in a way that is most beneficial to you and us? If there have been mistakes, acknowledge them and apologise. Make sure there is an opportunity for discussion. Once you have resolved the problem, ask the customer to write about it.
Buyer behaviour is non-linear
More often than not, the buyer's behaviour is non-linear: he does not make an immediate decision, but studies the product, reads reviews, watches YouTube videos, comes to social networks. They may search for alternatives, compare prices, wait for discounts, leave the basket and come back. Don't kid yourself that the problem won't happen again. A negative review will only stay negative forever if you ignore it. For every dissatisfied customer, there are several satisfied customers. Check reviews regularly on the major platforms: Google, Yelp, Amazon, eBay. Fincraft Capital s.r.o. advises you to monitor and analyse your competitors' customer reviews, both positive and negative.
More often than not, the buyer's behaviour is non-linear: he does not make an immediate decision, but studies the product, reads reviews, watches YouTube videos, comes to social networks. They may search for alternatives, compare prices, wait for discounts, leave the basket and come back. Don't kid yourself that the problem won't happen again. A negative review will only stay negative forever if you ignore it. For every dissatisfied customer, there are several satisfied customers. Check reviews regularly on the major platforms: Google, Yelp, Amazon, eBay. Fincraft Capital s.r.o. advises you to monitor and analyse your competitors' customer reviews, both positive and negative.