SET EXPECTATIONS AND INTERACT USING ANY DEVICE
Omnichannel eCommerce Helps Set Expectations
Furthermore, it's really important that the seller and the buyer be able to interact if there are any issues. So by having a mobile application and generally omnichannel eCommerce experience, we can help the buyer and seller interact amicably as opposed to having long delays, potentially dealing with lots of frustration just from not knowing what's going to happen.
It’s also helpful to let the buyer understand what to expect. By having a really robust mobile experience and tablet experience for the buyer, we can advise them,
"Hey, this is a C2C marketplace, so you're actually purchasing from somebody who is just like you, and they don't necessarily have all of the expertise and skill of a massive logistics provider. They're going to ship this with care and love, and they're going to follow the guide and the process that we've provided.
The seller selected Option Two where they do a lot of fulfillment from their sales location, but they're not a massive logistics provider or they don't have partnership with a large logistics provider.
There are going to be three main steps that occur, but seller is going to confirm the order was received and begin processing. That's where you are right now.
The second step is they're going to ship the item, and you're going to get the tracking number and that's when your card payment, that we've preauthorized via payment portal, is going to be captured and it's going to be put into an escrow account.
Step three is you’re going to receive the item and determine if it was properly fulfilled or not and if it was, you're going to market as properly fulfilled and then the seller will receive their payment out of us grow."
This method will, of course, vary depending on your marketplace model. This is just an example of what we can provide to the buyer so they can see where they are in the process, where their information is, and then what they can do if they haven’t heard back from the seller or haven’t seen their order progress through the stages in a reasonable timeframe. We can provide an expected time frame such as:
"Usually within two to four days the item moves from step one to step two, and you should receive a tracking number. If you haven't received a tracking number within two to four business days, we’ll create a ticket in our system and have one of our service specialists follow up with you."