These are the FAQ questions that customers want answered prior to placing an order. If the answers are clearly laid out in front of them, chances are they will just place an order without ever contacting you, and before moving on to one of your competitors.
Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Order Shipment:
If your order is stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@YOURWEBSITE.com
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrived damaged, please send photos toreturns@YOURWEBSITE.com and we will process an insurance claim on your behalf.
Cancellations & Refunds:
All orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
You will need to add a ìPrice Guaranteeî page that is visible to every customer who visits your website. This will make the potential customers feel safe buying from you right now, not after they research all of the competition.
Once an online shopper decides which item they would like to purchase an item, they will often go to at least 3 different websites before making a purchase. This is because they are trying to find the BEST PRICE. It only takes them a few minutes to visit many different websites and comparison shop but in reality, all drop ship suppliers enforce that all of their retailers sell items at the same exact prices. This is called Minimum Advertised Price or MAP policy. The online shopper does not know this, so they go from online store to online store trying to find a good deal, and eventually checkout at whichever online store they feel most comfortable at (or the one they give up trying to find a better deal at).
Once you have the online shopper on YOUR website, it is your job to STOP THEM FROM LEAVING. Whether you are the first site they land on or the tenth, it is your job to get them to go from comparison shopper to customer. One way we will do this is by offering them a ìPrice Guaranteeî.
We will tell our potential customers that if they find a better price online within six months of making a purchase from our online store that we will refund them the difference.
Why this works:
The customer feels secure and comfortable making the purchase RIGHT AWAY. They trust that you stand behind your pricing and they feel confident that they are getting the best deal.
The customer does not need to spend the rest of their day researching where to buy from. They can place their order and look for better prices within the next six months when they have time to do. They can do what they went online to do, place an order.
Why you will almost never have to credit back any money to your customers:
If you followed my Getting Started with eCommerce Guide all of your suppliers enforce a MAP policy (Minimum Advertised Price policy). This means NO ONE is allowed to sell the same products online for less than you. Everyone must sell the products at the same price. So you are truly offering your customers the best price and you are guaranteeing that you are.
What if another retailer violates the manufacturer MAP policy?
Your ìPrice Guaranteeî Policy will protect you.
We work very hard to ensure that we offer the absolute best prices online. If you find another online store that offers a lower price then us within six months of your purchase date please let us know and we will refund your original payment for the difference. We want you to feel confident that you are getting the absolute best price for the product you are ordering. If you find that our own website has a lower price for the same item you have ordered within six months of your purchase date will refund the difference as well.
To request your partial refund simply e-mail us a link to the same product on our website, or on our competitors website within six months from the date of your order and we will process the credit accordingly.
Our 100% Price Guarantee has some limitations:
You must purchase the item from our website before requesting your Price Match Guarantee
Promotions such as rebates and buy one, get one free offers are not eligible
The item must be in stock on the competitors website
The competitor must be an online store, they may not have a retail location
The website can not be a discounter or auction website (ie; eBay, overstock, etc..)
The competitor must be an Authorized Retailer of the product in question
The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax
*** Please note that you should modify all of these templates (especially the About Us) to match your store.