There have been many times when I really wanted to buy something. And there have been times when I simply logged into an ecommerce website because I just wanted to look around. I won\u2019t say all ecommerce websites are slow. But my question is; when you know you are going to offer deals that are going to attract millions of customers to your site<\/a><\/strong> at the same time, then why don\u2019t you plan for it?<\/p>\n\n\n\n And then I came across plenty of ecommerce websites that take ages to load. You know the correlation of bounce rate with conversion, right? So work on it.<\/p>\n\n\n\n Also Read: Prepare Your Ecommerce Marketplace for the Upcoming Holiday Season with These Easy Tips<\/a><\/strong><\/p>\n\n\n\n O God, wrong descriptions. How many times I\u2019ve been a victim of wrong descriptions. Thankfully, I learned to become a smart shopper and verify the product before buying it. But it never ceased to be a bummer that some online stores just don\u2019t care what\u2019s being written in the description. Look at this amazing example:<\/p>\n\n\n\n If you find it difficult to read what\u2019s written in the red box: it\u2019s a description for a mosquito repellant. So, a seat saver that also repels mosquitos? Wrong descriptions are a strict no-no, and yet, some ecommerce websites don\u2019t verify the product descriptions entered by the sellers.<\/p>\n\n\n\n And then there\u2019s the issue of descriptions that people can\u2019t understand. I know keywords are important. But that doesn\u2019t mean you\u2019ll throw in all the keywords and yet fail to tell people what it is that you are really selling. There was an occasion when I bought a pair of studs, only to realize it isn\u2019t a pair and received just one stud. I called up the customer service and the representative said sir it\u2019s the price of one stud. I told him the product description said pair of studs. He apologized for the error, and I bought one more stud, because I was impressed by his honesty and sincere apology.<\/p>\n\n\n\n Also Read: All You Need To Know About Ecommerce Product Pages (Catalogue Optimization & Conversion)<\/a><\/strong><\/p>\n\n\n\n Why aren\u2019t more and more ecommerce stores focusing on it?<\/p>\n\n\n\n On one of the stores that I frequently visit (yes, even for window shopping, pun intended), I came across this beautiful shirt. And I ordered it. I received a generic \u201cYour order has been placed, visit this link and enter your tracking code so and so to track your order.\u201d For 4 days, after no order status update and the order still under the \u201cprocessing\u201d status, I decided to cancel my order. I received my shirt the same evening. But don\u2019t worry, I didn\u2019t accept it. I like discounts and freebies, but I am not a freeloader or a scammer. So, you guys are welcome.<\/p>\n\n\n\n Delivery system, I don\u2019t know which delivery system some of the ecommerce websites are using, or whether they are using one at all! I like to select my delivery address depending on the day I am ordering something and the number of days within which a seller or the ecommerce website claims to deliver. Even then, there\u2019ve been instances when they sent me the package where I wasn\u2019t. You need to understand, these are the blunders customers don\u2019t expect from you<\/a><\/strong>.<\/p>\n\n\n\n Just when I thought I\u2019ll be able to buy a new laptop using your EMI facility, I was in for a surprise. There was no EMI option anymore. And what is it with no COD available on certain products? I\u2019d look for stores offering easy payment solutions. But the problem is, while a good number of ecommerce websites are already offering third party payment options such as bitcoins and third party payment gateways that can help customers pay in installments without credit card, some web stores don\u2019t even allow something as basic as COD. Not good.<\/p>\n\n\n\n How come the price changes during the order process?<\/p>\n\n\n\n As I moved from selecting an item to adding it to the cart and then the final checkout page, the cost kept increasing. Why don\u2019t you simply tell what is the item going to cost me after all the taxes and shipping charges add up? You have my location; your computer knows where I live, where I work. So why is it so hard for you guys to do the math in the beginning? I am not expecting a perfect checkout process<\/a><\/strong> but at least don\u2019t make me feel fooled at later stages.<\/p>\n\n\n\n Moreover, if, if I get to see the No Interest EMI option, you charge me a processing fee. It feels like No interest EMI means you are not interested in it.<\/p>\n\n\n\n Why do you want to make your refund and return policies sound like rocket science?<\/p>\n\n\n\n While some e-retailers have a sort of \u201cno questions asked\u201d return policies, why do most of them have to make it so hard for us consumers to return an item? And what\u2019s with the return deadline? You said 30 days, fine. But the timeline leaves customers with confusion as to how to calculate these thirty days.<\/p>\n\n\n\n Moreover, you should also make it clear that the returned item should reach you within these thirty days. To get a clear picture, this is how it should be done.<\/p>\n\n\n\n See how clearly Black Milk Clothing has mentioned that 31 January is the day by which the item should reach back to them.<\/p>\n\n\n\n Moreover, return shouldn\u2019t mean refund. I once returned a music player because of its faulty display. You could have sent me a replacement, another music player, but no, you decided to refund the money.<\/p>\n\n\n\n And about refunds, please make it clear to me how refunds work. Once a website asked me if I wanted the refund in my bank account or in my wallet. And the term wallet had no link so that I could go and check what it meant. I thought just the way I chose cash on delivery; I\u2019ll get cash refund in, well, my wallet. Turns out, it\u2019s an e-wallet of the website and they kept my money. Not a deal breaker though, but new customers sometimes don\u2019t know what such terms mean. Educating a customer is important if you want to have more repeat customers<\/a><\/strong>. Please focus on it.<\/p>\n\n\n\n You need to specify on certain products whether the warranty specified on the product is given by the seller or the manufacturer. On a personal level, I feel manufacturer\u2019s warranty makes more sense than the sellers. And then there\u2019s one more request, simply saying \u201cone year warranty\u201d is not good enough.<\/p>\n\n\n\n There have been instances when some MacBook Pro owners were denied of laptop repairs because the device had traces of nicotine and tar in the circuitry. The \u201chazardous material\u201d or HazMat clause came into picture, and so did employee safety standards. Apple, as a result, refused to repair the laptops.<\/p>\n\n\n\n I could use technical terms such as SSL and HTTPS, but I am also speaking for many customers who don\u2019t have technical knowledge, they don\u2019t know what a Secure Socket Layer is, or why the S in the end of the HTTP makes a website secure. But we all want security. Security of making online payments without worrying about my credit card details getting phished by scammers. I want my payments secure, and confidential, which brings me to my next point\u2026<\/p>\n\n\n\n Let me put it this way. Privacy is my fundamental right. Yes, I know there are companies that sell databases to call centers. I know this is another revenue channel that ecommerce websites use once they have accumulated a huge number of customer base. But we trust you with our private information. Information such as our name, our address, our email, our mobile number and everything else, we hold it very dearly. We don\u2019t want random people calling us out of nowhere to tell us what they are selling, especially when we didn\u2019t subscribe for it. Someone\u2019s giving our details away, and I know I am not doing it.<\/p>\n\n\n\n So please, be careful and pay attention to your privacy policies. Mention them clearly, please.<\/p>\n\n\n\n I know answering customer queries from opposite time zones sometimes becomes a tricky thing to do. Heck, things get difficult when the time zones within a given country vary by such a great deal from one coast to another. So my problem in such a case is unanswered questions. I don\u2019t get timely replies on my email (apart from the autoresponder). Phone support doesn\u2019t work because well, times don\u2019t match. Chat isn\u2019t working either, for the same reason. All I am left with is FAQs.<\/p>\n\n\n\n There are many ways to improve customer support. And I am biased towards FAQs because many questions can be answered there. Improve your customer support strategy, because that\u2019s really important. I was once transferred from one line of service to another, only to find the right support after 40 minutes. I wouldn\u2019t call it a day well spent.<\/p>\n\n\n\n![\"Slow](\"https:\/\/www.yo-kart.com\/blog\/wp-content\/uploads\/2017\/10\/Slow-Website-1024x581.png\")
<\/figure>\n\n\n\n2. When Product Descriptions Don\u2019t Match<\/strong><\/h2>\n\n\n\n
![\"Wrong](\"https:\/\/www.yo-kart.com\/blog\/wp-content\/uploads\/2017\/10\/Wrong-Product-Description-1024x522.png\")
<\/figure>\n\n\n\n3. When the Order Tracking goes Haywire<\/strong><\/h2>\n\n\n\n
4. When Delivery Co-ordination Fails<\/strong><\/h2>\n\n\n\n
5. When I don\u2019t get Ample Payment Options<\/strong><\/h2>\n\n\n\n
6. When Additional Costs Pop-up<\/strong><\/h2>\n\n\n\n
7. When Return and Refund Policies are not Clear<\/strong><\/h2>\n\n\n\n
![\"Unclear](\"https:\/\/www.yo-kart.com\/blog\/wp-content\/uploads\/2017\/10\/Unclear-Return-Policy.jpg\")
<\/figure>\n\n\n\n8. When Warranty Details Are Not Clear <\/strong><\/h2>\n\n\n\n
![\"Unclear](\"https:\/\/www.yo-kart.com\/blog\/wp-content\/uploads\/2017\/10\/Unclear-warranty-details-1024x329.png\")
<\/figure>\n\n\n\n9. When My Security Over the Internet is Compromised<\/strong><\/h2>\n\n\n\n
10. When My Right of Privacy is not Respected<\/strong><\/h2>\n\n\n\n
11. When I am not able to get in touch with the Customer Support<\/strong><\/h2>\n\n\n\n