Buying from a New and Unpopular Website

expatOz on 02/07/2017 - 18:13
Last edited 02/07/2017 - 18:19

Hi,

I've been selling some IT products on eBay but due to several reasons I'm thinking of developing a website. Was just wondering what are some of the factors that encourages and or prevents people from buying from a new and unknown ecom sites?

For me personally, I would look at:

  • The sites design, it establishes trust. If its too amateurish, it could be a fly by night thing. (But then we also have online retailers who are trustworthy but with a crappy website)
  • Australian stock with tax invoice and warranty.
  • PayPal for payment
  • Auspost or some Australian courier for shipping, if they don't specify it then its probably fishy or not an Australian business.
  • Address, Phone, ABN or some kind of point of contact to ensure I'm buying from real person/business.

What else would you say would encourage you to buy from a relatively unknown website, and what are some things that would be deal breakers?

General Discussion

Comments

  • [Deactivated] on 02/07/2017 - 18:34
    +6

    Being able to buy goods without having to create an account. I prefer buying from websites where I can checkout as guest. It's one less password to deal with.

    • expatOz on 02/07/2017 - 18:36
      -2

      Perhaps social login? Or do you always checkout as guest? Because I would like my orders to be attached to an account in case I need to request support / return etc..

      • [Deactivated] on 02/07/2017 - 18:48
        +3

        You can still have the phone numbers, email and address as a contact point. That's all you'd need for a support case. I don't have an account with Book Depository but they know who I am and contact me on a regular basis and have done dispute resolution in the rare times that something has gone wrong.

        If I have to, I check out via an account but there are several sites I haven't purchased from due to them wanting an account and not giving freight details without an account.

        • mskeggs on 02/07/2017 - 18:50
          +22

          I also won't buy from a site that won't give me a final price without creating an account. It is poison.

        • altomic on 02/07/2017 - 19:09
          +8

          @mskeggs: and postage cost

        • D C on 02/07/2017 - 22:49

          @mskeggs: Oh god, that's most Australian sites.

          I had some that not only didn't show the price, but demanded to know why I wanted the product when I emailed them. (Woodworking respirator, for gods sake, and some noise cancelling ear muffs IIRC).

          Yeah, I got them from the USA for about 1/3rd the price.

          And those companies are probably still complaining locals don't buy from them and happy Gerry Harvey is getting his GST to 'stop' us importing.

        • 2ndeffort on 03/07/2017 - 18:07

          I tried to buy a phone from Dick Smith on an EOFY deal. They have some kind of fraud prevention scheme where they wont send you out the phone until you validate a code they send to your bank account. You are supposed to go onto online banking or ring your bank to get the code then type that code into a verification page on their site before they will ship you out your phone. They obviously bill your card straight away.

          Sounds simple but my bank (Westpac) has had 'details available next working day' all weekend and all day today, might be OK tomorrow. I sat for 20 mins twice last friday and navigated annoying phone menus both times only to go back on hold. i am not ringing the bank and sitting on hold to hear their code. I appreciate that they aer trying to prevent fraud but seriously, I would have bought the phone from somewhere more expensive rather than put up with the stuffing around.

        • D C on 03/07/2017 - 19:32

          @2ndeffort: Well, at least you ordered it.

          The usual credit card check is they put a couple of small charges against your card for random amounts (say $0.42 & $0.86), you need to enter those. They're cancelled afterwards so you don't actually pay anything.

          As they're just authorisations they should show up straight away if you check your account online.

          A code doesn't right.

        • 2ndeffort on 03/07/2017 - 22:03

          @D C: I bought before knowing I would have to navigate this drama. I wont be buying again. I've done the random amount in cents process many times, this is different, it is a code starting with 'K'. I'll do it now but if I could have avoided last Friday I would have. I was comparing them against some grey market sellers that were much cheaper and went with them because of the apparent ease of return and service. Clearly I am feeling let down and tricked on service already as my phone hasnt shipped yet, probably wont until later in the week now and I am leaving on holiday on Sunday night, probably without a working phone now! It is a process to protect me but I only found out about it after I was committed and they had my $$. In a way I feel tricked. That feeling is enough to make sure I wont deal with these guys again. Dont mean to give you my life's dramas just a suggestion to make sure any sting in the tail is communicated upfront to avoid leaving customers feeling tricked.

      • peteru on 03/07/2017 - 12:55
        +4

        Definitely no social logins. As soon as I see that, I think data linking, tracking and other data mining or nefarious purposes.

        Think about it from customer point of view. They want detailed and accurate description of goods, clear indication of all costs, including shipping and estimated time frame for receiving the goods. They also want to know that they'll be looked after if something goes wrong. No one wants strings attached, like having to "post likes" or do reviews for future discounts. Keep the complexity and costs down by eliminating all these extra bits that are not addressing the core of the business.

  • mskeggs on 02/07/2017 - 18:48
    +3

    An about page showing who the people behind the site are, ideally with a link to a Linkedin profile or similar that shows you aren't a fly by night operation. A blog with updates every now and again about what is happening behind the scenes (new staff, somebody leaving, congratulations on some achievement etc.).
    Think about why people pay extra to shop at the local small computer store - they get service, advice, trust and immediate results. You can't do all that, but you can do some of them.
    One of the best ecommerce operations I have seen in Oz is camping goods shop, Snowy's. Take a look at how they operate, it is very possible to duplicate.

    • expatOz on 02/07/2017 - 19:03

      Snowy's looks like a great website, definitely run by more than a dozen people. I was talking more about small business with a one (or two) man team. BTW, snowy's shipping calculator is messed up:
      Fast delivery (1-2 business days) FREE
      Express delivery (1-2 business days) $252.00

  • KitchenSink on 02/07/2017 - 18:56
    +1

    A website better than MSY at the least. I like shopping there but their interface is horrendous. At least they migrated from just showing a PDF back in the days.

    • expatOz on 02/07/2017 - 19:04

      Hah true, thats what I was referring to ;)

    • Diji1 on 02/07/2017 - 19:33
      +1

      Next you'll be wanting customer service …

    • BuyoTheCat on 03/07/2017 - 08:48

      Most of their stores look exactly like their website.

      • expatOz on 03/07/2017 - 08:54

        I think thats the reason they're able to sell for the cheapest price.

        • BuyoTheCat on 03/07/2017 - 09:28

          I have no complains about that. It is just an observation.

          I remember going into one store and they have creatively used stock new goods to create a line to queue for in and out.

  • El Draino on 02/07/2017 - 20:31

    I bought a leather jacket from Wish and it never turned up so I called paypal and they refunded in 20 minutes

  • D C on 02/07/2017 - 22:51

    Are your customers repeat customers?

    Can you get them to move from eBay to your website?

    That's how most people start.

    • expatOz on 03/07/2017 - 08:54

      Cant convert people from eBay without violating the rules. :(

      • D C on 03/07/2017 - 09:24

        You don't tell people on eBay to buy from your website, but you can mention it exists, especially in the packaging and invoice you send.

        Look at someone like 'The Good Guys' on eBay, they have links to their website for customers who want more info on installation etc.

  • Savas on 02/07/2017 - 23:12
    +1

    Has to be lowest price available and not a Shopify store.

  • apple2016 on 03/07/2017 - 07:29

    Usually I look for a proper "About-us" section and also check if I can contact you if needed easily (phone , email, physical address etc). Also list a warehouse or physical store adddress with ABN details so that buyers would know that you are in OZ and products will be covered by ACL.

    • expatOz on 03/07/2017 - 08:55

      Hmm Since this is just a start, I don't have a physical store yet. PO Box would do?

      • apple2016 on 03/07/2017 - 10:38

        No. To me PO box usually means the seller is overseas. I would avoid.

  • supnigs super skids on 03/07/2017 - 07:57

    Lick plan and SIMPLE web side msy. Order and get no problem. Easy CLICKING - good COLOUR - win

  • EightImmortals on 03/07/2017 - 08:52
    +1

    With new web sites I usually have a look on product review too. As for the site itself, clean, easy to navigate. Multiple payment options, paypal, zippay, afterpay, bitcoin etc are always handy. Clearly indicate if items are in stock or how long the wait time will be if not. I don't mind waiting a few days if I know how long but if I'm not told then it gets annoying real fast. Be contactable. Live chat or answer your phone straight away.

    For me it's all about service. I don't expect the world but be honest and transparent in your dealings and I'll come back.

    • expatOz on 03/07/2017 - 08:58

      Precisely, I've noticed that customers are almost always willing to wait if communicated clearly and in advance, but if theres no communication they get pissed off easily even if theres a delay of just one day which wouldve been okay otherwise.

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