Common Customer Complaints in eCommerce and Proactive Solutions

All businesses are familiar with complaints and compliments. Lost in an internet shopping spree trying to discover the ideal spring dress for an impending baby shower or a pair of casual light-wash denim pants, many customers get agitated for reasons.

In fact, customer complaints about e-commerce are nothing new; they have existed for as long as internet buying. That does not, however, imply that they cannot be avoided. To ensure that your customer service team never needs to respond to a panicked “Where’s my order!?” email again, we have broken down the most common e-commerce consumer complaints in this piece and provided you with the mentality and resources to address them.

Let’s get straight to how you can deal with these customer concerns.

Consumer Complaints and Their Resolution

1. Why My Order is Not Delivered?

Let us get started with the most common complaint from e-commerce clients about their online orders, you know.  For example, say an order that is delayed or cancelled is one of the most annoying aspects of internet purchasing.

Let’s not even talk about the time I ordered a floral jumpsuit for my graduation and thought it would arrive long before I needed it. Instead, it was delayed without warning, forcing me to panic shop in a physical store the day before the event.

Giving your e-commerce customers all the information and resources they require to monitor their own purchases, coupled with frequent updates along the way, is the primary solution to this long-standing grievance issue

That means you are vigilant enough to give customers access to all the tracking information they require when you automatically send them purchase tracking emails.

Resolving shipping issues is best accomplished by:

• To be proactive about delays and order updates, be open and honest with consumers regarding the status of their orders.
• Before your customer completes their order, let them know about it throughout the checkout process.
• Throughout the checkout process, inform your customer about their order before they finish it.
• Provide clients with a precise projected delivery time so they know when they may expect to get their item.

2. Stock out Concerns

The customers may get annoyed if they don’t know who they are talking to on the other side. They had put something in their cart and then, just minutes later, while they were checking out, it says “Out of Stock.”

Oops! There are instances when this is an inevitable occurrence, such as when a flash sale or other promotional event has increased website traffic. However, this “Out of Stock” issue primarily stems from an inadequate inventory control system.

First, adding a Back in Stock reminder is recommended practice. Examine your inventory trends to see if there is anything else you can do to get ready for surges. Examine your previous year’s sales and note any patterns in product sales.

So when the customer couldn’t find the jewelry they wanted for a wedding party, they could easily utilize this function. When the item is available, they get an instant email, instantly proceeded to buy them and bang. It’s on sale and comes in my size and color. Score.

3. Unsuitable for mobile devices

Research shows that customers are 62% less inclined to make another purchase from a company after having a bad experience with their mobile website. Given the volume of users who browse stores and make an online transaction. To optimize your website for mobile devices, make a mobile website that is responsive, meaning it will automatically change its layout depending on the device being used.

The majority of Shopify themes are responsive to mobile devices by default, but always make sure.To keep the screen from getting too crowded, your mobile website should have less design and content.

Absence of Customer Service

Have you ever found yourself stuck on a deserted island with no one to hear your woes? Desperately, customers often feel abandoned and lost if no one hears their SOS calls while yelling for assistance in vain?

For example when your sandals arrive three sizes too small, you can anxiously browse through an order confirmation email in search of a customer service, hoping to find anything like an email or a phone number. You can also email customer service and receive an automated response that says, “We’ll reply in 3-5 business days,” if you discover that the shipping address is incorrect.  

What to do about it?

Employ a Chat Bot

Common questions can be automated with the aid of bots, and serious problems can be forwarded to a customer support agent immediately. The most popular characteristic of chatbots is their availability around-the-clock.

Use a Help Desk

Use a program like Gorgias to automatically prioritize urgent issues (such as the address error previously described) rather than responding to support inquiries as they are received.  

A Difficult Checkout Process

One of the oldest complaints in the e-commerce customer experience book is a difficult checkout process. Give your clients what they want, a simple, fast process with the fewest possible forms to complete. Allow fast payment methods like Apple Pay and Shop Pay and offer options such as pay later. Make use of an intelligent checkout system that has a history of previous clients.