Timely Shipping is important!

In my last blog post, I asked my readers to share their practices and expectations about ecommerce sales. There were two polls, and readers were encouraged to participate in whichever poll applied to them. The response was over-whelming... timely shipping is important!

The first area of discussion that was polled focused upon sellers. The topic was: When I sell an item, my standard shipping practice is...

Results varied. Seventeen people responded, and I will assume they are all active sellers. One person voted for Same Day Shipping. Wow! That is outstanding customer service, and anyone who can achieve that on a daily basis deserves a pat-on-the-back! That is awesome!

Nine people voted for within 24 hours and six people voted for within 48 hours. This is what I expected, and the standard that I hope all sellers strive for.

Finally, one seller also voted for within one week.  In my opinion, one week is the longest it should take, and while delays are not unheard of, especially with made-to-order products, perhaps this seller should pay close attention to the Buyer's poll, where they may find that their buyers are looking for delivery options that are considerably faster. At the very least, I expect that this seller is maintaining open lines of communication with their clients, to put the clients at ease with a longer estimated delivery time.

What might cause an acceptable delay in shipping? Acceptable, to me, means that either the seller has stated clearly in their listing that they only ship on certain days, or that their item(s) are custom-made. If a buyer knows in advance what to expect, longer delivery times are no longer an issue. It is, however, an issue that every seller must consider. Are your shipping restraints putting off buyers?

The second area of discussion that was polled focused upon buyers. The topic was: As a buyer, I expect my order to arrive...

The results were close. Eighteen people responded. Here are the results:
Within 5 days - 6 votes
Within 1 week - 6 votes
Within 10 days - 3 votes
Within 2 weeks - 3 votes

This is enlightening! These results should prove to all sellers that today's buyers are savvy about shipping transit times. They expect prompt service, and are likely not to return if they don't have a satisfactory buying experience.

Let's all do everything we can to ensure that our buyers are repeat buyers!

Thank you to everyone who participated!
Fleapirates Plunder at OnlineAuction.com

How long is too long to wait for an order placed?

How long is too long to wait for an order placed?

I am pondering the answer to this question today. How many of you order from favorite vendors online? Being an online seller myself, I am very comfortable placing orders online, and do so often. Usually I am buying from a seller at my favorite site, OnlineAuction.com, but I also place orders from my favorite stores, like Barnes and Noble, Victoria's Secret and Nuts Online. All three of those stores, by the way, have excellent customer service and very speedy shipping!

What I would like your help with today is defining the standard of customer service expected from a small business owner who is either selling at their own website or selling at a venue like OnlineAuction, or other similar sites, like eBay, Etsy, Bonanzle, etc.

With my own store, I pride myself on fast shipping. The standard for me is next day shipment, meaning your item goes to the Post Office within 24 hours of receipt of cleared payment. Sometimes, I am fortunate enough to get payment early enough in the day that I can manage a same day shipment! Rarely do I need more time to get things prepared for shipment, and if I do, it is always accompanied by some sort of online communication explaining the delay.

What are your standards, as a seller? Please let me know by participating in the poll below!

When I sell an item, my standard shipping practice is:

To ship the same day cleared payment is received.To ship within 24 hours of cleared payment.To ship within 48 hours of cleared payment.To ship within 1 week of payment.To ship within 2 weeks of cleared payment.Oh heck, they'll get it when I'm ready!My items are made to order. I am prompt, with good communication.My items are made to order. I'll get around to it eventually!

pollcode.com free polls

As a buyer, my expectations are a bit more lenient. Two weeks from the date I paid is not unacceptable for me to wait for a package. If it arrives earlier, than I am pleasantly surprised. (That happens often!) Anything longer than two weeks, and I feel forgotten. After three weeks, I am beginning to think about contacting you for confirmation, or maybe beginning the chargeback process. How about you? Tell me your buyer's standards in the poll below!

As a buyer, I expect my order to arrive:

Fast! 2-3 days tops!Within 5 days.Within 1 week.Within 10 days.Within 2 weeks.Within 3 weeks.Anytime is good, as long as the seller stays in touch with me.Whenever - I don't mind waiting!

pollcode.com free polls

Perhaps these polls will encourage sellers to re-evaluate their current shipping practices. Good customer service is the greatest thing we can provide to our clients, in addition to outstanding products, so let's all remind ourselves to maintain a high level of customer service. Our buyers put their trust in us... they expect, and deserve, our committment to excellence and a satisfactory buying experience!

And buyers, please remember to pay promptly, check your messages for communication from us, and remember to allow ample time for our shipping services to get the order to you! Oh, and don't forget to leave appropriate feedback, if you've purchased at a venue that offers feedback for sellers. Our reputation is important!

House-Cleaning at OLA!

I've been checking out all the great bargains at OnlineAuction.com!

There's a nice variety of used and new products, in every price range, and offered from some of the friendliest and most knowledgeable sellers online.

While the majority of OLA members are located across the entire breadth of the USA, I've recently noticed that more international folks are joining the ranks. That is wonderful... welcome! I am experienced in both buying and selling internationally, and would encourage every member to learn more about reaping the benefits of international trade. A good place to start is the USPS, where you will find a wealth of topics detailing shipping instructions, requirements and restrictions to each and every country.

Did you listen to OLA-Radio last week? OnlineAuction.com owner Chris Fain was the guest speaker! He spoke at length about his vision for building the #1 online marketplace, the successes we've already enjoyed and the continual improvement plans that he has set for the future. Although he did not expound in great detail on some of the upcoming surprises that members can expect, he did mention an advertising campaign and other enhancements that are in the works to benefit all members. You can hear the archived OLA-Radio program by clicking here.

Since we are growing, isn't this a good time to ensure that you are up-to-date on all the features at OnlineAuction.com? It is time to put our best face forward! By effectively using the tools that are available to you, from both the OLA staff and other OLA members, you may increase the efficiency of your own business operation and leave a positive impression upon people who are visiting the site for the first time.

Let's face reality... if a new buyer visits you, and can't find what they are looking for in your store, (or your individual listings), they are less likely to come back. If you don't have good photographs, they will look for someone who does. And if you don't list your shipping charges, they might not take the time to write you and ask.

Here is a list of HELP topics that you can find in the OLA Chat Forum:

• Setting up your OLA Store, by Renee, OLA Support
  
  
• Setting up your House Categories, by StubsInc, OLA member



• Using Auctiva, by Dragonmum2 & Aesthetics48, OLA members



• Shipping Calculator and Services, by Renee, OLA Support



• Resizing Your Pictures, by Ragmop, OLA Support



• Picture Tutorial for Chat Set-up, by Aesthetics48, OLA member



• HTML Help, a collaboration between OLA Staff and members



• Seaching OnlineAuction.com, by Fleapirates, OLA member
  

Now, these suggestions are just a cross-section of all the HELP topics available! Please take some time to peruse all the aids, and let's do some house-cleaning... we've got guests on the way!

I am on a kick about category organization right now. Yes, it is a chore, especially when you are adding new items and selling existing ones. Remember this... who wants to sort through a bunch of category selections and receive numerous No Auctions Found results? Not me! I try to re-set my category list at least once a week, to minimize the chance of seeing that notice in my store.

Anyone who needs help or tips on this task may contact me! It is not difficult, once you have walked through the steps a time or two. You may also contact either Renee or Rowen in OLA Support, by calling the toll-free phone number, 800-900-2828.

Let's all work together to create a welcoming site for new buyers and sellers, one that is easy to navigate, fun to shop, and encourages repeat business!

Thanks for reading! Be sure to stop by Fleapirates Plunder the next time you are browsing OLA!