Seller Performance Best Practices: Negative Feedback Rate

Souq.com expects that sellers behave like professional businesses. To lower your Negative Feedback Rate, there are golden rules that you need to keep in mind.

People want to know they matter. It’s no different from an offline buying experience. We might even argue it’s even more important since you don’t have the customer physically in front of you when making their purchase.

Customers most often review feedback ratings when determining whether to make a purchase from a seller.

Don’t get frustrated just keep selling, feedbacks will come slowly but surely.

To see your Negative Feedback Rate go down and have your Rating reach as high as Premium in your Seller Performance, consider this:

The idea is to fish for those positive feedbacks that will boost your trustworthiness amongst sellers and which will balance out your Negative Feedback Rate in case you receive any unsatisfied customers. Having no feedbacks is better than having negative feedbacks!

Put yourself in the buyer’s shoes. If you receive what you initially ordered, in the stated condition, well wrapped for shipping, and following the expected delivery timeline, why wouldn’t you take time to provide feedback? Start there.

Describe correctly, ship securely, and say “Thanks”, is a great start to help attract positive feedback!

Allow customers to provide feedback and LEARN from your negative ones to improve your service and products.

Good Customer Service, by engaging in shipment follow-up and return flexibility.

Adding the “Fragile” sign to easily breakable items while shipping does make a difference amongst customers upon receiving their order and makes them feel that their order is being looked after.

Use Security Stickers when sealing your order, that way customers know their order have not been opened during delivery.

Customers who take time to provide feedback have either received special servicing from you, their order arrived quicker than they expected, or the item purchased exceeded their expectations. That’s where the trick is!

Customers usually recognize when a seller is extra thoughtful about the order they’re fulfilling and when they have tried to please a customer. It really boils down to the old golden rule, “Treat others as you would like to be treated.”

Do what you can to ensure the customer is IMPRESSED when they receive their package. The kind of feedback depends on whether that first impression is positive or negative.

Whether positive or negative, thank the buyer for their purchase and deal with feedback in a poised and professional manner. You’ll find that most customers appreciate the responsiveness, and may be more inclined to change the negative feedback they initially left.

Often, just knowing a seller is listening and is willing to help can turn a potential complaint into a positive review. It’s up to you to go the extra mile to turn negative Feedback into positive.

 

 

Seller Performance Best Practices: Late Shipment Rate

Souq.com expects that sellers behave like professional businesses. To lower your Late Shipment Rate, there are golden rules that you need to keep in mind these Seller Performance related Best Practices.

 

Confirm your orders as soon as you receive notifications on your Selling Center

Follow-up on your ready-to-ship orders early on within the handling time.

Escalate Courier issues to either Seller Support or your dedicated Account Manager.

You can also think about registering to Fulfilled by Souq.com. Contact your Account manager to activate the service or check out our FBS video for more information.

To see your Late Shipment Rate go down and your Rating reach a Premium in your Seller Performance, consider this:

Make your order handling time as seamless as possible by keeping a 1-2-3 step (Confirm, Pack & Ship) to be ready to ship within few hours of receiving or noticing the order in your Selling Centre.

Work on reducing time between confirming order and shipping your order to be part of a faster delivery customer experience.

Try not to run out of packing material to expedite your shipping from your warehouse.

Set-up an order management process internally and walk your teams through it so that everyone knows the stakes of Late Shipment on seller performance.

Check your incoming orders regularly, do not rely on e-mail notifications and allocate more time in getting all orders out on a daily basis.

Beware of the adequate handling time needed to prep an order out for each of your items in your inventory.

If unsure which handling time to assign for your products, take advantage of the 3-day handling time first in order not to get impacted, then narrow it down to 2 or 1 day handling time when you’re confident of fulfilling a given item during that short window time.

Allocate Shipment tasks accordingly in your organization and educate them on Souq.com best practices. Train backup employees on shipping items in case the main Shipping employee doesn’t show up in the office.

Avoid importing delays from suppliers so do not list anything you do not have physical possession of, or cannot arrange to have shipped within the assigned handling time.

Constantly follow-up with logistics about your ready-to ship orders that have not yet been picked up by courier.

Follow-up on your shipped orders from your Manage orders section in your Selling Centre. You can also go the extra mile to be an advocate for your buyer and check on delivery statuses.

The best system to optimize early shipping is to have dedicated inventory for your Souq.com Sales.

Escalate courier issues to either Seller Support or your Account Manager to keep your end of the bargain and put all odds to your side.

Keep your stock updated and your Souq.com inventory visible at all times. SKUs are very helpful to track and make it easy to find the unit of the item ordered in your inventory.

Try to identify any areas of non-conformance prior to order placement, by taking improvement actions such as adopting these best practices with your order management team you will be on the right track towards fixing your Late Shipment Rate.

 

 

Seller Performance Best Practices: Return Rate

Souq.com expects that sellers behave like professional businesses. To lower your Return Rate, there are golden rules that you need to keep in mind.

Return Rates are related with product data quality. Sellers have to pay close attention to their Item detail page information and product quality.

Bear in mind that most customers do want to keep what they buy, they do see a return as an inconvenience, their returns are due to an expectation gap and a poor experience does impact their likelihood to shop again.

You cannot provide excellent service around delivery & returns if you see them purely as policies to satisfy and not as ways to delight customers.

Always welcome Returns, should you have an issue with a particular return, make use of Seller Support to resolve the issue by submitting a Contact US form within 48 hours following the receipt of your returned item.

Having clearly emphasized item descriptions is the first preventive action to take to avoid seller performance impactful returns.

To see your Return Rate go down and your Rating reach a Premium in your Seller Performance, consider this:

Ensure your product information is fully related to the product through descriptions, bullet points, characteristics, features, functionalities, images, fitting, colors, sizes and size guides used on Souq.com are sizes that customers can relate to and in fact match the common sizes known in the offline market.

Outstanding product imagery by ensuring photographs accurately reflect the quality and features of the product. 360 degree angle photo-shots can help customers make a better buying decision.

For Instance you can specify in the bullet points what fit or size the mannequin or model is wearing in the picture so the customers can have an idea about the fit all for the sake of customers relating physically to the product they are about to place an order for.

If customers are fully armed with facts about a product, then they’re more likely to choose one that suits them, and therefore less likely to return them.

Sellers may be able to recognize problems on particular products which lead to returns, so they can perhaps add more information to product pages or revert back to their suppliers for manufacturing defect to anticipate these issues.

You should also begin documenting the causes of Returns and actions you have taken to prevent future Returns.

Verify Low described items and make sure that they’re no longer active on the website once the last item has been returned.

Set the right measures, metrics, and information gathering process in place to understand why a return trend occurred on a particular set of products.

Remember that following the process allows you to minimize the return process time, effort and cost.

 

Seller Performance Best Practices: Cancellation Rate

Souq.com expects that sellers behave like professional businesses. To lower your Cancellation Rate, there are golden rules that you need to keep in mind these Seller Performance related Best Practices.

Do not cancel, anticipate: Order cancellations drive customers away from you and from Souq.com. As a buyer, you would be irked too. Imagine you order something in the midst of the Holiday season and it’s cancelled for whatever reason. Any customer will find another site or seller to have a secure sale. So

Anticipation, Anticipation, Anticipation! “Better safe than sorry” right?

Inventory Management is Key to reducing Cancellation Rate so update your available quantities in stock frequently on your Selling Center.

You can also think about registering to Fulfilled by Souq.com. Contact your Account manager to activate the service or check out our FBS video for more information.

To see your Cancellation Rate go down and your Rating reach a Premium in your Seller Performance, consider this:

Ensure only qualified and authorized persons are assigned to manage the stocks and orders to ensure quality is controlled and ‘Seller Fault’ is reduced.

Always verify listings data after their creation by either yourself or by the Souq.com Content Team.

Set targets to reduce your cancellation rate by refraining from cancelling orders and listing more buy able products that can convert into 100% confirmed shipped-on-time orders rather than deciding to cancel once the order placed, you will see that your cancellation rate will drop within a few weeks.

Set aside inventory for Souq.com: The best system for avoiding higher cancellation rate is to have dedicated inventory for your Souq.com Sales.

If you are unsure about stock availability when engaging in quantity updates, always list less quantity and if you have more consider those as “reserves.”

Set listings status to ‘Paused’ for any products in your stock that are borderline questionable, or as soon as you detect there is a problem before an order is placed. This should be a regular practice. Remember: Anticipation, Anticipation, and Anticipation!

Make daily inventory updates by downloading, updating and re-uploading your Selling Center inventory report.

If you have stock issues, lower your Souq.com Selling Center inventory by a safety stock of 10%-15% as a safety measure ‘til your inventory issues are sort out. If you update daily you should not have any issues.

Verify Low quantity items and make sure that they’re no longer active on the website once the last item quantity is purchased.

Always Confirm Orders as soon as possible. Refine your processes to confirm orders faster: The quicker you confirm an order, the less time the customer has to think about cancelling an order. This hence helps completing the transaction and fully closing a sale.

List items that you have physical units of, ONLY. Should products be listed and active for order placement and you receive an order while you still do not have physical possession of products, will result in a cancellation and will impact your Cancellation Rate negatively.

Start documenting the causes of cancellations and actions you have taken to prevent future cancellations.
All in all for a medium term positive impact, sell a good product at a decent price and provide good customer service and your Cancellation Rate should take care of itself.