Best practices to maintain positive feedback and rating
This table outlines the best practices for identifying and resolving potential problems, which may lead to positive ratings.
| Problem | Possible Causes | Solutions |
|
Stock – out |
Inventory is not available
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· Do not list backordered items.
· Maintain a minimum threshold of inventory. · Remove offerings that are consistently out-of-stock.
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| Inventory quantity is not accurate
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· Send inventory update feeds as frequently as orders arrive from non-AlphaDiscounters channels, up to every 15 minutes.
· Ensure that you process AlphaDiscounters orders quickly. · Set aside dedicated inventory for AlphaDiscounters orders. · If you use text files, you can simplify inventory updates by setting update-delete to partial update, and then use only the SKU and quantity data. The rest of the columns can be left blank. · You can add multiple product listings using inventory files. For more information, see Add your products using inventory files. |
|
| Drop-shipper inventory isn’t up to date |
· Monitor availability and ship times closely. · Synchronize your back-end systems to monitor availability and ship times.
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|
Late shipment |
Product takes longer to ship than promised
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· If you use text files, set an accurate lead-time-to-ship for each SKU.
· If you use the Add a Product feature, use the handling time field for this purpose. For more information, see Add your products using inventory files. · If you use XML, use the fulfillment latency element. · Notify buyers of any errors as early as possible, and cancel the product or order by default. · Upgrade automatically to an expedited shipping method if you are shipping an order late. · Remove offerings that are consistently shipped late.
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| Buyer missed shipment notification | · Send tracking information with your fulfillment feed. | |
|
Messy or complicated return |
Your return policy restricts full refunds before 30 days | · Provide full product refunds for a standard 30-day period. |
| Your returns policies are complicated, vague, or burdensome | · Rigorously review and clarify the language of the returns policy in your online AlphaDiscounters Help pages.
· Streamline and simplify complex returns processes wherever possible. |
|
|
Product not as described |
Product image does not accurately depict its features
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· Provide clear images at the maximum allowed image size.
· Offer multiple views of a product for thoroughness and accuracy of detail. · Ensure that the images meet all the requirements. For more information, see Product image requirements. |
| The size or material is different than expected | · Provide custom sizing charts. For more information, see Create custom help pages.
· Fully fill out the description and product dimension fields. |
|
| Wrong size or wrong product | Incorrect product shipped | · Check your packing, picking, and shipping processes for issues that cause errors.
· Check that your SKU matches to the right product on AlphaDiscounters. |
| Product quality | Buyer not satisfied with product quality | · Describe your product carefully. Do not use phrases like “high-quality” for a product whose best attribute is its low price.
· Remove products that consistently cause negative feedback. · Include usage instructions on the product detail page and in shipment. |
|
Customer service issue |
Buyers cannot reach your customer service department
|
· Make sure that your customer service phone number and email address are correct in your online AlphaDiscounters Help pages.
· Use short, easy-to-type email addresses for customer service. · Adjust your spam filter to ensure that incoming buyer messages are not categorized as junk. |
| Buyers are not getting timely responses |
· Acknowledge every phone call and email within 24 hours. |
|
| Removal of feedback | Incorrect feedback | · You can request a removal using the Feedback Manager. Refer to Request removal of feedback.
· Utilize the option to post a public reply for the feedback received. It will demonstrate your willingness to solve problems to prospective buyers and earn their trust. Refer to Post a public reply and Can AlphaDiscounters remove buyer feedback for additional details. |