How to handle customer complaints when dropshipping?

It is important that you develop an approach to this issue that will allow you to build a good relationship with your customers.

Oliwia Dumnicka
Oliwia Dumnicka
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As an ecommerce entrepreneur the topic of returns and complaints might sound scary at first.

It is important that you develop an approach to this issue that will allow you to build a good relationship with your customers.

Once it happens that your customer is unhappy, your mission is to make them happy again.

Keep in mind that negative feelings are much stronger than a general satisfaction, so if you want to avoid a bad PR for your store, better make sure you impress the customer so they come back and what’s more might even recommend your store to their friends!

We advise you to take these 4 points seriously:

1. Be kind - listening to your customers and replying in a kind manner is very important and will definitely soften the situation.

2. Provide a quick solution - time is MONEY - don't let them wait. They will never come back. Impress them with your fast problem-solving skills. It will make them less angry with you.

3. Apologise - show that you care and prove them that their happiness is important to you as it determines your store’s success.

4. Follow up - don't forget to show interest after the issue is resolved by following up to see if everything went well. This will improve your store’s credibility.

We highly recommend that you use all the possible platforms as mediums of communication with your customers.

It is important that you also allow users to contact you through your store, virtual chats work best, but having a contact form is also handy.

To minimise the risk of returns and customer complaints, make sure you always choose high quality products with good reviews. SaleSource’s product analyzer can definitely help you with that!



Happy Dropshipping!

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Oliwia Dumnicka
Oliwia Dumnicka
Published
Share:

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