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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 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 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?
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.
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.
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.
Ecommerce is an invaluable tool for any business. Not only does it reduce, or completely eliminate, overheads associated with a physical storefront, it also creates an entirely new customer base through national and international shipping. With an online store at your fingertips, customers from all over the world can purchase your products at the click of a button. The possibilities are endless, and open to every type of business imaginable.
All you need is a website, a product, and the right mindset to present it to the world. It’s time to embrace thinking outside the box and start putting round pegs into square holes. Think differently is what we’re are saying!
If you sell bulky products such as fridges, furniture or exercise equipment you may be tempted to forgo ecommerce due to the various challenges associated with shipping them. Due to their size, such items cannot be posted by regular means and must generally either be hand delivered by your business, or sent via courier. Both options are entirely feasible and utilised by countless online businesses to great effect.
Websites such as Appliances Online offer free delivery of fridges and other large appliances to their customers by dispatching their own trucks from their warehouse. Obviously this isn’t an option for everyone so websites like Gym and Fitness ship fitness equipment to customers and charge for delivery based on the postcode of the buyer.
If you’re worried about charging for delivery, don’t be. Customers who purchase products online are generally prepared to pay for reasonable shipping – it’s all part of the experience, and the trade-off for being able to shop from the comfort of your couch.
Of course, there are always more creative methods such as factoring the cost of shipping into the total cost of the product itself.
The uniqueness or customisability of your product should never be a barrier to utilising the advantages of ecommerce. While it can present a problem for instant purchasing, there are many ways this can be positively presented through an online business. For example, take a look at RedBubble, a website that prides itself on selling unique, customisable products. From T-shirts to posters and home décor the options are endless, and most allow the customer to customise the item to their preferred taste. Posters, for example, have multiple prints, sizes and materials to choose from. Other examples include Spread Shirt, which allows the customer to create custom clothing and Pimp My Fridge for customisable fridges.
Alternatively, if your product has too many options to realistically list, you can provide a price range and then offer the customer direct communication through an email form or phone number, to enquire further. Using an ecommerce store front as a lead generation tool is a clever way to upsell your products too.
This is no obstacle. When it comes to online shopping, services are products – it’s just a matter of how you package them. Services can be displayed and purchased like any physical product; the only difference is what the customer receives. In fact, services have multiple advantages over physical products. They have no manufacturing costs, they don’t need to be stockpiled or ordered and they don’t require shipping. You have complete control. You can offer as much, or as little, in each package as you like.
Whether you sell bulky objects, unique and customisable products, or intangible services, ecommerce can help you do it. The options are infinite and the only limitations are the ones you impose on yourself.
WK Digital is passionate about point of sale – kinda weird huh? Well not really when you consider its the thing that keeps all your customer purchases, staff and profit in check every damn day.
We build online point of sale software, what does that even mean? Well principally its your own customised website that processes online orders as efficiently as if your customer was in store.
Sometimes our software is used in replacement of hardware based point of sale, for some it makes sense. But we’re not hardware vendors, our partners are.
9 times out of 10 what business owners are looking for is a great point of sale system that does in store what can be described as the most beautifully choreographed cat herding exercise every damn day.
Minus pepperoni on the meatlovers half of your extra large pizza? Chicken schnitzel in the front kitchen made first before the lamb wrap in the deli for the same order? Need a shirt send from another store? In store POS systems have you covered.
Even better, these systems give you a real time view of profits based on orders less staff and other operational costs, to your phone while you’re taking your mum to the doctor.
POS systems = control and the ability to make fast decisions. Slow day on a public holiday, losing money? Shut the shop early based on the information, not a whingy staff member.
The feedback we get, is that in store POS systems are too expensive. And maybe some of them are, but speaking to most of our industry brethren they’ve adjusted pricing to give you options – so hear them out.
And we know your other equipment costs money, but your fridge can’t tell you (yet) whether you’re making money. So invest in something that does.
We have our favourite POS vendors sure, but only based on a mutual desire to see clients get the very best service for the very best price and the least amount of hassle.
The best part is, if you’ve invested in a good system then getting a website to boost your profits is easy with WebPOS. We set it up and then we send the orders to your POS, just like now. You update product information on your POS, the site is updated at the same time, no extra work. Hands bloody free.
So in 2016 technology and information has made it easier to own and build businesses, but without a software system that controls your operation you’ll just keep wishing you had one, every damn day.
Back to the grindstone, back to the same old maybe not going anywhere job, feeling closed in by a company that is anything but merit-based? Time to run your own show?
Naawwww…yeah? If you’ve even spent an hour investigating running your own company then you’ve probably heard the black and white, the bad and the good, but what about the grey, and the not so written about?
Starting a business can be one of the most exciting times of your life. Sure, it can be a little stressful but most of the time you will undoubtedly experience a thrill that can be hard to explain at dinner parties but gives you the rush to keep everything on your ‘to-do’ list moving.
Running your business comes with many decisions that you will need to make and chances are you will need an easy and reliable way to invoice your customers and/or clients. Offering a trustworthy payment method makes using your business that much easier for your customers, so it’s important to get it right.
If the above description has hit the nail on the head, then you don’t need to look much further than PayPal. PayPal is quick, provides lots of online tools, is trusted and most importantly- it’s available anywhere you have access to WIFI. PayPal has come a long way in recent years and is not just used for safely purchasing items of eBay – contrary to popular belief.
Follow the below guide to learn just how easy it is to set up a PayPal account for your business.
Step 1: Create your PayPal account
Setting up your PayPal account is quick and easy. It’s free to sign up, it doesn’t matter which account you select. PayPal generally runs by accepting commissions for all payments you receive as well as currency conversion fees.
Step 2 – Start your Application
To continue with the set-up of your PayPal account, PayPal asked for quite a few details to verify your business and the individuals associated with it. There is nothing to worry about here, it is just one of the many ways PayPal can keep to their commitment of providing a safe place for transactions – for all parties involved.
The below are the type of details you need to provide and have ready to create your Paypal Account (PayPal may at times require further details):
Business contacts details:
If you’re applying on behalf of a trust, PayPal will also need:
Your PayPal account has been successfully created.
Once you have completed the above mentioned steps, you can use your account straight away and this means you can begin immediately customising your PayPal payment preferences.
How do you want to receive payments?
PayPal has several options to choose from. You can choose one, or you choose them all. Choosing the right method will open up features that will most suit the type of business activities you will be conducting. PayPal is also very helpful and point you to the option/s that suit you most and you can always change your preferences at any time if your business circumstances change.
The options include:
To finalise your set-up there are some more things you need to do but are all quite simple and easy to manage with a little bit of quiet time and a cup of tea at hand. You don’t need to do them all at once but it is good to get them out of the way so you don’t need to worry about it later on.
Things to note to finalise your business set-up:
Setting up your PayPal may be a daunting concept but it really is a simple process that’s very much worthwhile. It’s important to remember that PayPal is a big enterprise and is trusted by millions of people all over the world so there are lots of resources and help available if you need it.
There has been significant upheaval in the restaurant online ordering space in the last 12 months, companies have merged, companies have been bought out for hundreds of millions of dollars and some have gone out of business.
We can’t predict exactly what will happen to aggregated online ordering sites but we can explain a new phrase, FROLO, that has popped up.
FROLO stands for free restaurant online ordering and that in itself sounds pretty good, who doesn’t love free?
Please read the fine print though because what FROLO vendors offer is not free. You pay to build your own online ordering website and you have a flat monthly support cost to host the website.
This is the nature of all websites, pay for the expertise to have your site built and then while you are happy with the service continue to pay for your website to be hosted, supported and secured.
The “free” part of FROLO is that no commission is charged for each order, and that is a great idea. In fact its such a great idea we thought of it back in 2008 and have been building and hosting restaurant online ordering sites since then, NEVER charging a commission on sales.
The online ordering industry is ripe for a shakeup and we think this will be good for restaurant owners across Australia. We will continue building custom, feature-packed online ordering websites that never tax your profits – how good is that?’,
Applying the personal touch when selling online can be challenging – especially when most businesses sell online to spend less time on the phone. But there is one surefire way to connect with your shoppers in a way that benefits them and you and that’s by adding a live chat feature to your website.
Three awesome reasons to seriously consider live chat on your website:
1. Multi-tasking – In the era of multi-tasking your customers will be ever so grateful that they can type out a question, grab a cuppa, pay a bill and then come back for the answer. And that question might just be what’s been holding them back from purchasing. You can also multi-task, keeping multiple chats open at the same time – no annoying hold music for anyone!
2. Information – Just by reaching out to you the live chat tool can tell you where the customer is, what Internet browser they are using and other information useful for helping them shop and checkout. Live chat can help you answer all those questions without even having to ask, and its the kind of information your website technician might need to fix a site issue.
3. Trust – A tool like live chat can be personalised with names, images and information that helps your customers comfortable that they are speaking directly to you. It helps build trust between a person who needs help and the person who can provide that help. Trust easily leads to loyal and repeat customers.
We think businesses can easily extend a personal approach to their online shoppers in many ways, but live chat is certainly at the top of that list. Our eCommerce solutions are live-chat enabled and even allow you to shop on the customers behalf if they need some help after chatting with you.
Get in touch if you are interested in more information – firstname.lastname@example.org.
An Australian customer of ours just had beautiful wedding in the middle of Central Park. It was just for them, tailor-made to suit what they had in mind for their special day. And that reminds us of what people are looking for in a website…equal parts unique and special but definitely a statement about the person or business it represents.
The wow factor for a website can easily be a splashy or unique design but in our experience what people are looking for on your website is that unique representation that you think makes you stand out from your competitors.
Is your business selling tyres? How about building a website that allows people to take their research process further and see if you have exactly the tyre they are looking for with prices confirmed so that all you have to do is book in an installation time? And the best part is, its a give to get, they get their information easily, and you get a qualified and specific lead generated directly into your database. That’s a whole marketplace coming to your door because you get that they just want the information now with a minimum of fuss.
Sexy web design is good, efficient and speedy information delivery is something every business owner should lust after and then ask for from their website provider.
Your dreams can be built online and we get a kick out listening to those big dreams and then making them happen – you should expect nothing less!