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How to Spot & Fix an eCommerce Fake in One Step

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Every day we seem to hear about a new online scam. Queensland Police recently shut down 3 fake trader websites selling barbecue and fitness equipment, users followed the payment instructions but no goods were ever received.

 

We’ve read about SSL certificates and displaying your ABN as good ways to proclaim your eCommerce legitimacy and it’s decent advice. But when it comes to convincing your customers you’re legit you only need one thing – an easy, transparent dispute resolution process.

 

Having one boils down to choosing the right payment method.

 

Some payment gateways include buyer and fraud detection features that make dispute resolution almost as easy & transparent as the purchase itself.

 

Paypal Buyer Protection

 

Paypal has a policy called Buyer Protection helping anyone that purchases an item through Paypal dispute an order that is wrong or never arrives. They also do a pretty good job of treating both buyer and seller equally, requiring proof and agreement to a final decision. The system works very well for small goods purchases and importantly is clear and well-documented.

 

Stripe Dispute Management

 

Stripe processes transaction payments in checkout, deducting them directly from the purchaser’s credit card. If a transaction is disputed the buyer must do so directly through their credit card company, Stripe responses with a hold on that transaction amount while a formal dispute resolution process is undertaken. The Stripe interface allows you to submit evidence and in general behaves like the Paypal dispute process for the store owner providing clear documentation to help each party finalise the resolution.

 

Paypal and Stripe provide a transparent process for when transactions don’t go according to plan, but what about other payment gateways?

 

Bank Payment Gateways

 

If a customer does not recognise a credit card charge they can lodge a dispute with their card issuer. This triggers a chargeback scenario where the dispute is eventually lodged with the merchant. If you as the merchant are using a payment gateway that deposits funds directly into your bank account then you will need to lodge evidence on your own behalf. The processes here are legitimate and secure but interbank chargeback process can be long and protracted with no one place to see where the dispute resolution process is up to.

 

Third Party Payment Gateways

 

Also secure and legitimate these gateways have a general policy of letting the bank chargeback process take over when disputes arise. And while some popular gateways have good fraud detection features for merchants, you and the buyer are in the same boat as if you were using a bank payment gateway.

 

Transparently Not Fake

 

Fake sites make all eCommerce merchants look bad, but in reality most sites are reputable and real. Your best defence is a good offence, so make sure you have a easy, transparent dispute resolution process included in your payment options. It’s that final reassurance in checkout that removes any buyer nerves or doubt from the transaction.

 

And don’t forget to tell your site shoppers early and often about your return and dispute policies – as online merchants we must go the extra mile to deliver transparency and trust.

 

Resist the Urge to Save

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We’re a nation of contrarians, we don’t like to be told what to do. So if the government says spend because of generous tax breaks, we shout “Save!” But maybe we’re shouting save and thinking…SPEND!

Tax deductions are always attractive and this year the carrot is shiny and sweet, so if you’ve got spending on the mind then consider these technology investments:

1. Upgraded Point of Sale units – if you have POS cash registers connected to the internet then there is always a risk of viruses but most importantly, just like upgrading a laptop you need to consider the main point of receipting cash and credit cards and then consider an upgrade today. We’re big fans of – Ordermate they just get customers and on the plus side your eCommerce website integrates directly to the POS for seamless ordering and monitoring of your profits.

2. Tablet – Your kid has one, so why shouldn’t you start using the ultimate in flexible technology that acts as a fantastic sales tool? Why wait to show your customer your goods when you can hand over your new, pixel perfect tablet and they can scroll through themselves. As a aside, how is your website looking on the tablet these days?

3. Mobile – Tablets are sales tools, mobiles are the productive-you tool. Tech changes so quickly in this space so don’t wait any longer to change out to a mobile phone that can act as a mini-office in your pocket. The statistics for users viewing your website only through mobile phone browsing are approaching 50% of the browsing public and will only continue to grow, how is that site looking on your phone?

Ok so we violated the “Don’t Tell Us What to Do!” rule but even though we don’t think Gerry Harvey needs more money we do like the focus on technology to sharpen your business model so think about it, but not for too long.

5 Online Tips for 2015

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Contrary to some commentators we are finding companies quite excited about 2015. They are busting out of the gates and they have a better understanding of online world then even a year ago.

We rebuilt our own website last year and we know first hand the digital world can change a lot in a short time. When looking at your online presence in 2015 consider the following 5 things:

1. Your sales leads have probably seen you first – While you have your own sales process to bring in new leads there are just as many people out there that have probably come across you in their research. So think about what information you would consistently want to share with people if they were calling you directly. There is never a bad time to evaluate your 15 second speech on what it is you do.

2. Use the data – hopefully you already know what your website, blog and social media visitors are like. But if you don’t you should check what information is being tracked online for your business and then figure out how to make it work better for you.

3. Get mobile – we beat this drum a lot last year and we will keep up the same tune. There are 5 billion mobile phones in use and if people have to squint or constantly pinch and zoom to get to what they need on your website then they probably chose a competitor instead

4. Make your website useful – consider selling products on your website, not just advertising them. Or if you don’t want to sell but want to spend less time on the phone explaining your products then build a site that is well-organised to do that talking for you. Remember – they have probably already researched you before they call anyway and this is an awesome way to stand out.

5. Plan to add good content – we are big fans of the blog and social media but the most important fan of fresh content is Google. And for those with marketing budgets big and small adding fresh content to your website on a regular basis not only attracts visitors, it might just lead to the next product or service innovation you have been looking for.

Keep it fresh, keep it current and keep the human touch and check out our new site when you get a chance – and don’t forget to download our Free Guide to Website Design.

Happy New Year!

Does Your Business Need an App?

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To App or Not to App, That is the Question

We love technology at White Knight and are always amazed at the beautiful, powerful things that are possible through innovation in our industry. But we have a stubborn practical streak too, and that practical streak makes us question whether building an app for your business is necessary.

What is an app? Google says its a self-contained program or piece of software designed to fulfill a particular purpose; an application, especially as downloaded by a user to a mobile device.

When it comes to building an app for your business the cost (in time and money) are often not worth it. There are three key things that you need to strongly consider when it comes to your app decision-making process.

1. People are lazy – you could build the most amazing app that no one ever bothers to download to their phone. And if by chance they do, it should be so easy to use it practically does its thing by itself. There is a whole segment of the technology industry that focuses completely on user experience. They are smart, knowledgeable and usually charge more than $100/hour.

2. Apple & Android App stores have a set of procedures you have to follow to get that app into the marketplace – They are the ultimate store front for your app and they want the final say on quality control, as they should. And every time you update your app you have to jump through these hoops to reach your audience. Think more developer time, and more money.

3. Everyone Just Googles It Anyway – It is pretty common knowledge that if a client can remember your business name they are going to Google it, go to your website and then get what they need from there. Then you only have to have a great website, not a great website and an a great app. Less development time = less money.

But what about your website, it looks terrible on mobile, so hard to read and you get lots of people leaving your website. This is so easy to fix and you only need to invest in a great, mobile responsive website to kill two birds with one stone.

What the heck is mobile responsive? In normal terms the website will adjust the way it displays based on the size of the screen being used so that it gives best most readable display.

If your website looks the same no matter where you look at it then it might be time for a new website. Mobile responsive design should be a key part of what you get in this new website so make sure to ask about it.

So, to app or not to app? We think in most cases, not. There are amazing apps out there being built and enhanced by companies with corporate sized marketing budgets and we are better for their hard work. So we think its ok to say thank you to the big guys and no thank you to building our own.