The majority of sale transactions happen smoothly. However, there is always the exception. Some transactions go wrong and this can lead to a dispute between buyer and seller.
The best way to avoid these disputes, is to initially try to prevent them. You can start by asking yourself why does this occur and what you can do to prevent the issue. Here are some guidelines on how you can turn a frustrated customer into a repeat buyer and also turn a mistake into a learning and growth opportunity.
Why Do Disputes Occur?
A Dispute between buyer and seller may occur for one of these reasons:
- Late Delivery
- Defective Item
- Incomplete Shipment
- Counterfeit /Sub-standard items
- Wrong Shipment
There are several things you can do to help prevent disputes and chargebacks from happening in the first place. Here are a few tips to prevent and handle disputes as they occur.
Provide Contact Information- Buyers may not resort to a dispute if they can talk to the seller about the issue first. Provide an email address or phone number, or even call buyers in advance when you’re selling higher priced items.
Be Responsive- No one likes to be kept waiting, so do your best to respond quickly and professionally to all reasonable buyer inquiries.
Provide a Clear Return Policy- Make sure your return policy is easy to find and understand on your store page. If customers claim they cannot find the return policy, it can be to your disadvantage, not theirs.
Meet your buyer’s expectation
Here are a few things you can do to help make sure that items meet the buyer’s expectations.
- Provide pictures and detailed descriptions: Take pictures of products from various angles. Add accurate, detailed descriptions so customers know exactly what they’re buying.
- Answer any questions promptly and clearly: If a buyer does contact you with an issue, being helpful and keeping the tone of communications positive may prevent a small problem from growing into a larger one.
- Give adequate disclosures: clearly disclose any changes to actual products from uploaded images.