Online trading. How to work, learn from the example of Amazon
Recently, or rather on July 14th, I ordered in Amazon (probably everyone knows what Amazon is, but just in case the link ) a couple of books.
After placing the order, I received literally in a couple of minutes a confirmation by email that the order was accepted, its details, with a breakdown of the cost of the books and delivery. The usual practice for an online store, nothing supernatural.
Further - more interesting. On the 16th, I received from Amazon a letter with this content:
Greetings from Amazon.com.
')
We thought you'd like this piece of
your order. You won't be charged
your order will follow as any extra shipping fees
soon as those items become available.
You can track the status of this order, and all your orders,
online by visiting your account at
www.amazon.com/gp/css/history/view.html
There you can:
* Track your shipment
* View the status of unshipped items
* Cancel unshipped items
* Return items
* And do much more
...
continued under the cut
For those who do not know English: out of 2 books that I ordered with one, there were problems, because Amazon broke the order into 2 parts, without increasing the delivery costs for me.
The store also informed that I can track the delivery status, the status of the unloaded goods, cancel the order of the unloaded goods, return the purchase and much more. And all this can be done directly from the client zone on the site, without calling the operators, matyukov and plaintive letters of the Directorate.
Having received such a letter, I thought that I could still wait.
Today I received another email:
Hello from Amazon.com.
We're writing about the order you placed on July 14 2008 05:49 PDT
(Order # NNNNNN). Unfortunately, we’ve been able to deliver:
(skip the details of the book)
Estimated arrival date: 08/01/2008 - 09/10/2008
We apologize for the inconvenience caused by this delay ...
In short, the letter means that delivery is delayed, and very significantly, until August 1 - October 9. Thinking, I decided that I was not ready to wait so much, I visited the client zone on the Amazon website and canceled the order of the late book. It took me about a minute.
Moral of the story. In general, the situation for the store is rather unpleasant, it was not able to complete delivery of the right product to the buyer in normal terms, but thanks to a streamlined order management system and a convenient customer zone, the effect on the customer was positive. At the same time, employees of Amazon did not waste time and nerves on disassembly with a disgruntled buyer.
Update. Thanks for the added karma, moved the topic to the "E-commerce" blog, I think it most closely matches the topic under discussion.
After placing the order, I received literally in a couple of minutes a confirmation by email that the order was accepted, its details, with a breakdown of the cost of the books and delivery. The usual practice for an online store, nothing supernatural.
Further - more interesting. On the 16th, I received from Amazon a letter with this content:
Greetings from Amazon.com.
')
We thought you'd like this piece of
your order. You won't be charged
your order will follow as any extra shipping fees
soon as those items become available.
You can track the status of this order, and all your orders,
online by visiting your account at
www.amazon.com/gp/css/history/view.html
There you can:
* Track your shipment
* View the status of unshipped items
* Cancel unshipped items
* Return items
* And do much more
...
continued under the cut
For those who do not know English: out of 2 books that I ordered with one, there were problems, because Amazon broke the order into 2 parts, without increasing the delivery costs for me.
The store also informed that I can track the delivery status, the status of the unloaded goods, cancel the order of the unloaded goods, return the purchase and much more. And all this can be done directly from the client zone on the site, without calling the operators, matyukov and plaintive letters of the Directorate.
Having received such a letter, I thought that I could still wait.
Today I received another email:
Hello from Amazon.com.
We're writing about the order you placed on July 14 2008 05:49 PDT
(Order # NNNNNN). Unfortunately, we’ve been able to deliver:
(skip the details of the book)
Estimated arrival date: 08/01/2008 - 09/10/2008
We apologize for the inconvenience caused by this delay ...
In short, the letter means that delivery is delayed, and very significantly, until August 1 - October 9. Thinking, I decided that I was not ready to wait so much, I visited the client zone on the Amazon website and canceled the order of the late book. It took me about a minute.
Moral of the story. In general, the situation for the store is rather unpleasant, it was not able to complete delivery of the right product to the buyer in normal terms, but thanks to a streamlined order management system and a convenient customer zone, the effect on the customer was positive. At the same time, employees of Amazon did not waste time and nerves on disassembly with a disgruntled buyer.
Update. Thanks for the added karma, moved the topic to the "E-commerce" blog, I think it most closely matches the topic under discussion.
Source: https://habr.com/ru/post/29288/
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