Module 3 - Logistics and Distribution

Lesson 1: Logistics
Logistics is one of the most important activities in e-commerce, with
This is often forgotten and left in the hands of unqualified people.
regarding marketing, therefore, they simply dedicate themselves to processing packages.

Logistics includes the entire process, from the receipt of the goods, storage,
treatment, classification, distribution, and delivery of the product. In commerce
Often there is no second chance to make a good first impression.
printing, and the contact between the company and the customer is often simply the
messenger. The customer should be able to control the entire logistics process, it would be great and
There are some platforms that allow you to connect with your user key.
with your customer key and be able to see where your order is, if it has left the warehouse, if it is being
distributing, if it is with the carrier, what you have ordered, many times since
you have made the purchase until it is delivered to you, you forget what product it was, how much
it consisted of, and all that information can be on that platform, not only the price of
product you have paid for, but also what product it is, photographs of what you have
request. It's not complicated for an e-commerce platform to enable these
tools that will ultimately result in greater customer satisfaction.

Logistics is extremely important and details are often forgotten, how will your be
package, what information will it contain in addition to the product they have ordered, what is it like
invoice, what is the packaging like, what design does it have, if it encourages you to make more purchases, if the
packaging can even make you share business cards with your friends or your
Known. Logistics is so important that it directly infiltrates marketing.
Zappos, one of the giants of e-commerce, changed the location of all its
offices, not only for the logistics staff, from California to Las Vegas to be able to
to cover and be able to reduce delivery times for products.

Logistics can be a great strength for your digital business or a weakness. It is necessary to
to know where the customer wants to receive the goods they order, because it is very convenient to have
you have to go to a post office to pick it up. Logistics is often neglected and left
in the hands of third-party companies, merchandise companies, which are not companies of
marketing, which does not care about your customer at all. That a messenger goes to a house to
deliver a package from a purchase made at your business and the customer is not home.
it means a disorder, you have to call, arrange another new delivery time, it means adding
problems and conflicts in a relationship that should be smooth and healthy.

There is a Spanish company, iBird, that has just been established, and what it does is distribute with
messengers who have GPS. All mobile phones have GPS. The customer can know
Where is your package and where is the courier bringing that package in real time, do you know if
is going to arrive in five minutes or will take half an hour and that gives him a lot of freedom, it gives him
a lot of flexibility, which results in customer satisfaction. In addition to this, since the
logistics is part of marketing, iBird distributes using electric vehicles, and
it is always good to contribute to ecology, it is corporate social responsibility, and a
A simple logistics process can help achieve this goal.

Check your knowledge

Andrés is a collector of wine glasses and has found a website where they sell
cups of different models. Their headquarters is in Moscow, but they have a "high quality" service.
of messaging, and Andrés can check where his order is at all times.
In addition, there is a 24-hour chat where you can check if your order will be delayed or if it has
has suffered any change in the itinerary.

Which of these two options refers to the 'high quality' shipping system that uses
Andrés?

The continuous contact between the company and the recipient of a package can make a
the difference between a satisfied or dissatisfied customer. Knowing that an order will arrive on time
and this creates a bond of trust between the company and the client.

Lesson 2: Returns
We all know a Spanish company that bases its success on very few words: 'If not
You are satisfied, we will return your money." Returns are the greatest of guarantees.
what you can offer your clients, knowing that if they are not satisfied with what they have
what they have bought can be returned, it gives them a lot of security, it makes them lose their fears.
buy on a website, without a physical store, without a person to assist them, without a
support they can see and touch that validates their purchases.

But returns are a very delicate matter, outlets, for example, block
quantities of merchandise in the warehouses of your suppliers. If you allow your
clients request five units of each garment to try them on at home and return four
and stay with one, you can't stand that business, not only because of the costs of
shipping and returns, which in many cases is the customer who pays the return cost,
but also because those five items that have left the warehouse to go to the home of a
customer who wants to try them on, these are items that are no longer available for other customers,
because many of the outlets are reducing the stock that comes out of the warehouses, with
which is doing serious harm to your business model. You must educate the
client. It may be that sporadically there is a client who wants to take advantage of that
situation, but you cannot allow it to affect your core business model, the customer
You must understand that there are some limits, you must understand that returns must
meet a series of requirements: not everything can be returned, it must be in good condition...

But also to avoid having many returns, you must take action, yes.
you can, inspection processes of that merchandise, make sure it will go in perfect condition
conditions, make sure that it is going to match exactly with what has been requested by each
client. A little, the goal is to reduce the volume of returns because otherwise the
the problem is not simply logistical, we are talking about a big financial problem.

It is also happening that some e-commerce companies are using physical stores.
real ones to support them in their sales process and those returns can be delivered in those
pickup points. It also has something to do with showrooming, which is going to the stores,
try on clothes and then make electronic purchases. Nowadays, the store owner and the
the brand, or the owner of the e-commerce website, are not integrated, but they could be
to be in the future and could be the lifeline of many stores, that may
act as a showroom, allowing people to try on the garments there even though
Then I bought them at more attractive prices on the websites, and that will benefit both sides.
of the business, to the owner in the store and to the owner of the e-commerce site,
but above all it will benefit the customer.

Check your knowledge

Marta has had an online store for two years now. Until now, she did not allow returns.
products that customers were acquiring, but has seen that not giving the opportunity for returns
it significantly decreases sales. For this reason, it will be evaluated, both from the point of
positive and negative view, the possibility of allowing the return of items.
Which of these options would be negative for Marta's business in the event that
Does it allow returning products?

In many cases, the return costs have to be paid by the retailer and
they can be high prices.

You can run out of stock if a customer places a very large order.

The items returned by customers are not in good condition.

As of today, the majority of businesses pay the shipping costs of their products.
Depending on the type of merchandise, the destination, etc. it may be more expensive or
cheaper. When customers place an order for many items, the store can
running out of stock, preventing other customers from buying those same items and additionally,
often, when these are returned to the central, they are not in good condition.
conditions and must be discarded.

Lesson 3: International Shipments

International operations. If you are on the internet, you are in the world. You may decide
restrict operations to a single language, a single territory, but this is usually not the case
It is like this because companies, logically, all want to sell more.

But in the case of international logistics, various aspects must be taken into account. One of
They, the most basic, are the languages, in how many languages is your website, but keep in mind that
the Portuguese spoken in Portugal and the Portuguese spoken in Brazil, or the Spanish of
Spain and Mexican Spanish have quite a few differences. It's not enough to have a
single language for all countries, you must adapt to each of the territories and take into account
count the variations that can occur, or exist, in each of those countries, although the
the language may be common.

But it's not only the language that is the characteristic or aspect you should watch out for, there are
there are also religious constraints. There are religions that prohibit certain products. If
what you are selling are delicatessen foods, you have to know that in the Arab world the
pork consumption is prohibited, so it makes no sense for you to announce offers
from serrano ham to all those countries where consumption is prohibited, just like it is
the consumption of alcohol is prohibited.

Not only the language, but also the local festivals, in the Islamic world the festival of
Family reference is Ramadan, Christmas does not exist, there is no Christmas phenomenon, it is
Isn't it true that your website has to be decorated with Christmas ornaments for part of the year?
world, but not for everyone.

And it's not just the parties, the religions, the weather also matters, if you are selling in
In the Middle East, there are many countries with extreme climates and temperatures, and perhaps your
Products must be protected in special packaging. It's marketing, but in the
logistical issue the packaging must be in the languages of each of the countries to
that you are exporting. There are also tax aspects, restrictive aspects, for example the
alcohol, alcoholic beverages, in countries like Sweden remain a monopoly
public, you need to make sure with a lawyer that you can sell there.

In addition to all this, the climate in the two hemispheres of the earth is opposite. When in the
The Northern Hemisphere is winter, in the Southern Hemisphere it is summer. If your store sells clothes and you are
promoting and offering coats in the northern hemisphere, obviously in the hemisphere
At the same time, you have to offer swimsuits.

International selling is an interesting and complex process; you must speak with experts and
You should observe how the great ones do it, because it doesn't matter the weather, it doesn't matter the religion, it doesn't matter
Similarly, the consumption habits, the standards of customer treatment, of service to
Clients cannot vary from one country to another. You have to treat them all exquisitely well.
It's what Amazon does, it doesn't matter where in the world you're buying from, it doesn't matter.
when you are shopping, the treatment as a customer will be the same, exactly the
same.

Check your knowledge

Julia has a clothing sales website that operates internationally. On this website
launch specialized marketing campaigns by country. Right now you have to launch
the clothing sales marketing campaign in Australia during the months of December to
February.

Indicate which option would be the best for the marketing campaign.

Selling summer clothes

Australia is located in the southern hemisphere, therefore, during the months of December,
January and February the weather is summer, so the best thing is to launch the clothing campaign.
summer. Keep in mind that, to make your online business successful at a level
international, you will have to adapt your website to the different countries taking into account the
language, the climate, the taxation, and even the religious condition of the country you are addressing.

Lesson 4: Distribution of Digital Products

Very soon Apple will make more money from selling software than from selling hardware.
More songs from iTunes, from the Apple Store apps, will be added than what
selling Mac computers, iPad tablets or iPhone phones, because they are digital products.

The distribution of digital products is considerably simpler than the distribution of

physical products, we have agreed that they do not need storage, they do not need a
logistics company that distributes them, they do not need to arrange a delivery with the client, they
They download. It can be an mp3, an mp4, a digital gif file, an animation, a graphic, a
text from a digital book, there are many digitalizable contents, as we have already seen in one
from the previous videos, and that creates new consumption habits. Consumers, by
for example, they start to have on-demand television, I have decided the moment, and what is it that
I want to see, and that makes platforms like Netflix or [Link] appear, you
you choose a series, a movie, how much time of that movie you are going to watch, even, there are books
which are already being distributed in chapters, and you might not be interested in reading the whole book,
just like in the past, many consumers were not interested in buying the whole album
complete with all the songs, if not song by song, then the same can be done
with the books, chapter by chapter.

Digital products have a simple distribution, it can be the download of a

file, it can be streaming, streaming is the flow, it is watching a movie that will not be
store it on your hard drive but if you are seeing the flow of that file passing in the
screen of your computer, and you are consuming it in some way. That is very immature
and it is being tested with different functionalities and different ways to consume the
digital content. Games are a great digital content, extremely profitable. In the
in the case of mobile applications, games are the most downloaded and the most
paid, and there are some who say, well let's make a mixed formula, we are not going to
charge for the download, but if we are going to establish in-app purchase mechanics. In app
purchase means that you download the free game, but all the extras: new characters,
new wallpapers, new weapons for your characters that costs money, the game is free,
the basic app is free, but all extras are paid.

And there is a great business model behind app stores. In the case of Apple
It started with iTunes, it already had customers when it was born on the iPhone. They are like large centers.
commercials where the developer ecosystem goes, publishes their applications and those that
premium, paid, receive a commission or pay a commission to Apple for facilitating them
the platform, the system, the payment gateway, and the customers. So, those big
platforms are models of e-commerce to study and emulate. iTunes did not need
to request the data from their clients who were starting to buy iPhones again so that
they moved from buying songs to buying apps, which made the transition much easier and there is no
there's a big difference between downloading a song and downloading an application to a phone
mobile.
We will see many new e-commerce models because this is in a state
very immature and as we progress, and as we find the internet in
new devices, we will see companies that are going to sell specific applications for
Cars, the new Opel Adam now has a screen where you can download applications.
Android. There may be an app that detects the status of the wheels and informs you.
when to change them, and what is the best offer near where you live to change those tires,
that application would be stupid to have on a mobile phone, a mobile phone does not have
wheels, or on a computer, or on a tablet. And they can be premium applications, the ones that
take care of your car maintenance, or those who give you advice on how to drive.
safer way, and there will be an application market that, after all, a
application is a digital product, for other devices that are not those that
traditionally we know, or those that we traditionally use to connect to
internet.

Test your knowledge

Pablo has written a novel and wants to start distributing it. He is considering what would be the
advantage of not selling it in print and selling it only digitally.

What would be the biggest advantage of doing it only digitally? What is the distribution more
Is it simple or does the quality of the digital product improve?

Digital products are distributed easily, and to detect which is the best
the way to do it, the most interesting thing is to study the major platforms to see what
they are doing and being able to learn from them.

Lesson 5: Distribution of physical products

There is no product in the traditional market that cannot be found in the
electronic market, in the digital market.
Many times they are anecdotes, an airplane has been sold on eBay, a yacht has been sold, it has been
sold a Ferrari in the first 24 hours since it was launched in a store of
comercio electrónico en móviles, pero no hay ningún producto que no esté en internet, es
Moreover, physical products are even changing structures.

It is the case of fresh food products, fruits, vegetables that until now had
very difficult to reach the final consumer in the case of large cities. In the countryside
It is obviously easier. So we have a Spanish example which is Naranjas Lola. Oranges
Lola distributes freshly picked oranges directly from the tree to her consumers.
finals without intermediaries, all advantages except for the hypermarket or the
supermarket that disappears from the equation. The consumer accesses a newly
collected, fresher, better consumption conditions at a lower price and the
producer when dealing with the end consumer, besides being able to charge more for their product
because it doesn't have so many intermediaries, it will benefit from something very important, it is the
opinions and preferences of its customers and that will be able to guide you in your digital marketing
and in the marketing of new products. Structures change, forms change.
of buying things.

E-commerce in the United States is no longer in a trial-and-error phase, more than

half of the electronic products are bought online, more than half of the
wines, oils, food products are purchased through electronic stores, the
70% of clothing is purchased on e-commerce websites. Showrooming is very popular in
United States, people continue to go to stores, try on clothes, but the purchases
on their personal computers because they are cheaper, because it is easier to market
physical products in this way.

E-commerce has already affected all sectors of commerce, there are none.
who has been left out and if there were, soon they will be touched by the trade networks
electronic.

Check your knowledge

Silvia is conducting a market study on the purchase of clothing through the internet.
United States and wants to post a tweet with a representative data from its study.

Which of the following messages would you publish if you were Silvia?

70% of clothing is bought on online websites

E-commerce has already surpassed physical sales in the United States, and nowadays you can
finding any product on the internet. The subject of clothing is delicate due to sizes, but
people practice showrooming, they go to the store to try on a garment but the
they buy online.

Lesson 6: Distribution of mixed products

We have already seen the digital products, we have also seen the logistics of the products.
physical products, but we also have a new type of products which are mixed products. Already
we have talked a little about them in the multiplatform video, they are those products that
they have a digital part and a physical part. We have talked about the tickets, which are printed
at an ATM and they allow you to enter a soccer game. We have talked about the
plane tickets, many people carry them printed on paper, those who decide not to carry them in
the screen of your mobile, in fact, many airlines penalize customers who do not
they carry printed tickets and are charged ridiculous fees, those are mixed products, those are the
more basic than we know so far, but new things are happening.

One of them is, for example, three-dimensional printers. So far they are coming out in the
news broadcasts, in the news why suddenly they make a prosthesis, a valve for the
heart, a determined medical element, but they can end up making all kinds of products.
When printed, it means that the origin comes from a digital product, from a digital design, from
a design in three dimensions that then becomes a physical product, but we have
many more examples apart from 3D printers. That would allow the
just-in-time production means I am not going to store what I am producing. Imagine a
3D printer for gold and jewelry, you don't have to keep the jewelry stored and be alert.
So they don't rob you of all that great value, you can start printing in real time.
according to demand and set up displays in your jewelry store for customers to see,
select designs, combine materials, etc., it is much more flexible for the client and
for the producer.

Another example of this are photo albums. Many people download the software, place
Your photographs, add texts, backgrounds, effects and then those large files that are large.
Books full of images are sent to the album producer, and he sends that album to your home.
binding. Part of the process is done digitally, and part of the process is printing and a
physical binding is an example of a digital product, of a mixed product, sorry. But
there are other mixed products, those that allow customization, customization is
a pending subject in e-commerce, it has not yet adapted very well to
the preferences of each user, the offers, the designs of our websites, but it is going to happen,
because everyone prefers personalized treatment over generalized treatment. It is the
In the case of Múnich sneakers, download their application on an iPad or an iPhone and you will see.
how you will be able to combine designs, colors and that sneaker will be produced according to your
tastes and it may be that it is a unique sneaker if your taste is very different from that of others
people.

There is another application that allows you to participate in the digital process, it is the Rolls cars.
Royce, your applications for iPad are brilliant, you can change absolutely everything.
the car components, upholstery, materials, colors, rims, customize it
exactly to your liking, with all possible combinations. Create a Rolls Royce
personal for you, so that there is no other, part of the process is digital but you can go with your
design to the Rolls Royce dealership for them to produce it, is the customization of a
product that then turns into something physical.

Imagine a scanner to conduct graphological analyses, a graphologist who interprets your

structure to tell you how you are, to tell you aspects of your personality, but that
requires a physical product, it would be the opposite, you write on a sheet of paper, that is a
a physical product is digitized with a scan or with a photograph, it is sent in a way to a
graphologist who can charge for online in an e-commerce model
analyze that writing.

In addition to this, we are going to see new business models that we did not know until now.
Imagine the diet fridge that protects your diet and that of your family, safeguarding a
balanced diet. Part of the process is physical, it is food, it is a refrigerator, but
part of the process is digital, it is an advisor who is calculating calories, ages, expenditure of
energy of each family member. Is that e-commerce? Yes, it is
e-commerce.

Check your knowledge

Sara has a craft shop. She has noticed that orders are slowing down a lot.
because customers have to go to the store several times until they decide on the model, the
materials and accessories of the object they want. They are considering developing their business
in the online environment creating a website and making available to its clients a
simulator for you to make your combinations.

What benefits would Sara gain from developing a web environment for sales and distribution?
your artisan products? Select the correct options.

Improve the user experience.

Avoid accumulating stock.

Mixed products are those that combine both the physical and the digital parts. They are
flexible models that help us control production costs and facilitate the
personalization of them.

Lesson 7: Legal Restrictions

The legal aspects that affect logistics and distribution, ultimately, everything
The e-commerce process relates to the absence of paper. Normally
with electronic transactions there are no physical contracts and no paper invoices.
in some cases they are electronic, but you must watch out that there may be these papers that
with the delivery of your product at the customer's address, please attach a delivery note or include it
invoice for each of the purchases, that provides comfort and security to the customer in
In case you want to make a return, an exchange, or anything else.

We must supplement this lack of contracts and legal papers as much as possible,
documents, even if they are digital, that can somehow be transmitted to the client
confidence in your business model. But this is not the only legal aspect we have.
What to keep in mind, in e-commerce we handle a lot of data, data from
where does that person live, where does they want the orders to be delivered, what is it that is
buying and some of those aspects may border on illegality if we are talking about
personal data.

We had, we have talked about specially protected data, religion, illnesses,

sexual orientation, all this data must be specially protected and specially
taken into account. In addition, in some of the e-commerce purchases you may
It is required that there be financing, financing for the purchase means a loan. If
we have a lack of papers and contracts to be able to finance that product, those
financing operations will also affect that lack of paperwork, so
We must think about how we are going to meet it, how we are going to consider it.

There are countries that have restrictions regarding certain models of e-commerce.
the case of online gaming, betting, casinos, and of course, it still being e-commerce,
but there are legalities that affect them, in some cases the central that provides the service is
located in tax havens that have much more flexible legislation regarding this
type of business models, but it has legal implications.
Además de ello, debemos contemplar el fraude, el fraude no solamente en copias de
products, in the case of digital products are very susceptible to being copied and to
be adulterated. A book, a movie, an image, a three-dimensional design can
be perfectly copyable and reproducible in another country without your permission, without you receiving a
royalty without having granted a reproduction license, but also fraud
it has to do with financing and it has to do with the process of e-commerce in
yes. The best way to avoid risks and not fall into traps and have problems is
consult a skilled lawyer who can advise you throughout the process.

Check your knowledge

Juan has a physical store and its corresponding website where he sells spare parts.
for bicycles that he designs himself. He is very concerned because he does not know the
legal restrictions to consider for your e-business.

Help him by selecting what points he should take into account, in addition to receiving
legal advice.

Attach delivery note

Downloadable electronic invoice in PDF

Ensure the protection of data

Respect intellectual property.

There are numerous legal restrictions regarding e-commerce and these are
they apply based on the type of product or service that we are marketing through
Internet. It is always advisable to seek specialized legal advice. The laws that
they practically apply to the entirety of online businesses regarding protection
of personal data and the use of intellectual property, or anything related to
payment or financing conditions. The total absence of physical documents generates
insecurity among customers, which is why a downloadable electronic invoice or the delivery note
Deliveries are a good support.

Lesson 8: Taxation
Taxation has a lot to do with the previous video on the legal aspects that affect it.
to e-commerce. Taxation is everything related to taxes, basically there is
two types of taxes, direct taxes and indirect taxes, and e-commerce
is affected by both types of taxes.

There is a principle of fiscal sovereignty, in the case of the European Union, the legislation what
The brand indicates that the taxes applicable to the final consumer are those of the country of origin.
that's why the giants of e-commerce, in the case of Amazon, in the case of Barnes
and Nobel, their e-commerce centers operate from Luxembourg which has a
more relaxed taxation compared to other countries in the European Economic Community, but
one should consult with a tax expert on how to handle these operations
international

It also has to do with the export of goods below 350 euros.

customs rates much more relaxed than those that exceed this amount. Maybe if
your product can be distributed in phases, in modules, and not exceed these quantities,
Perhaps you can benefit. If you benefit from it, your client will also benefit.
of it.

What we are trying to avoid is double taxation, that the client pays taxes on one
double form and for that I repeat to you the most important thing, the most advisable thing is that
talk to an expert in international taxation.

Check your knowledge

Juan is very worried because his lawyer has informed him about the restrictions.
legal considerations to take into account on your bicycle spare parts sales website.
It has customers all over the world and its pieces have prices ranging from 10.
euros up to 1,500 euros. His lawyer is not a tax expert and does not know what types of
taxes must be paid.

Could you point out the correct option?

Direct and indirect taxes

Indeed, an e-commerce business is taxed directly and indirectly. It is very

It is important to take into account the country of origin because that is where taxes must be paid, thus avoiding the
double taxation. From sales prices exceeding 350 euros, the payment of taxes
is much greater.

Lesson 9: Local Offers

Local offers. If e-commerce surpasses traditional commerce in anything, it is flexibility.
to be able to tailor the offer you are going to announce to the market conditions and a
A very important market condition is the local factor. Normally, each region,
each city, each area, has its own customs and this can become a great
ally in the case of e-commerce and allow to adjust and modularize the offers
depending on where you are.

The new internet connection devices like tablets, the case of the
mobile phones are equipped with GPS. This enables geolocation, to know
exactly in real time where your consumers are and based on that do
offers that are related to that geographical situation.

Who has advance information about where you are going to meet, where they are going to
finding the clients? Normally the weather applications, those that give you the
weather forecast, they usually know days or weeks in advance where
you are going to travel, and for example, if you are going to travel to London and imagine that the forecast for
those days it is rainy, maybe it would be very appropriate to offer you the purchase of an umbrella or of
a trench coat. That information is very important, it does not match the area where you are.
you usually check the weather in advance when planning a trip, but
there are also local customs, for example, weddings in Spain. Weddings are a big
example of e-commerce because they are associated with purchases that have no more
beyond the banquet, beyond the wedding dress, it is photography, it is a gift for guests, it is
a series of details, he is a driver to take the newlyweds, it is a series of details that in the end and
al cabo son todos oportunidades de comercio electrónico.

Others who also know about offers and local trade conditions are the lines
Airlines. Imagine Easyjet, a fully digitized airline knows where you are going.
to travel, how many days are you going to stay and it can make you localized offers on your mobile phone
What is usually the device you use when you are traveling, that is
related to your destination, typical gifts from the area to bring back home,
but with the difference that maybe you can pick it up at the airport on your return from the
trip.

Companies like Vocento know a lot about local content, they have editions of
newspapers by regions or by provinces can be very good allies in your strategy of
e-commerce because they all have a digital version of their communication medium
and they allow you to segment certain geographic areas.

Check your knowledge

Marcos has a sports and beach-style clothing store. He has just begun the
winter and seeks options so that its sales do not drop.

Select the options you consider most suitable in relation to their objective.

Perform marketing actions on booking websites for sunny destination

beach.
Conduct marketing actions with companies that offer water sports.
Create discount packs.

Flexibility is a characteristic of online commerce, it allows you to adjust the offer to the
demand and segment by making local offers that can generate benefits for your
business.

Lesson 10: Agility and Conflict Resolution

Agility and conflict resolution. Far from being a nuisance, complaints and opinions of
customers are the best tool to improve, because you identify by
where you are failing, where you are losing customers, but as no one has told you
you might not have realized it, you haven't taken the necessary measures to stop that
sangria for your business.
There are very advanced software solutions to manage complaints, claims, and the
customer opinions, one of them is Zendesk, with a z. Zendesk is so powerful that
Even Twitter uses it for claims of conflicts and complaints from its users, it could
do it through Twitter yes, but however use this platform to be able to
store and track each of the complaints and how those complaints have been resolved.

There are many possibilities for conflicts to arise with your clients in commerce.
electronic, many of them is the lack of documentation, the lack of being able to ensure that the
operations have been commissioned that have placed an order with you for a product, but the law
protect the customer more and more against the company and you have to be aware of what they are
the regulations that may affect you, for example, before an electronic client only
I had seven days to decide whether to return a product or not, that deadline has passed.
increased to fourteen days with the new law with which an e-commerce seller
until fourteen days have passed from the moment the order is placed, not from when
it is delivered, because maybe your logistics are slow and in that distribution process you have
lost several days, but the deadline for returns starts counting from when it has
operation accepted.

The client is increasingly protected, not only in the time frames they have to be able to
return the merchandise, but you are also obliged to meet a series of deadlines. You have
that you deliver what the client asks for in less than 30 days or at most 30 days, and if you are
making an offer and you are, imagine, offering a promotional gift with the purchase of
your product and that promotional gift are running out, you have to provide solutions to the customer for
The assumption can cancel the order but also, perhaps, can decide on a
promotional alternative product, but in any case you must respect the deadlines and
the conditions you have agreed upon with the clients.

Many companies are not aware of the power that social networks grant to the
consumers and many, especially the large ones, such as Iberia, such as Endesa, when a
client publicly complains on social media about their poor services they attempt
forward them to their customer service departments through direct messages that do not
they can be seen by the rest of the users of social networks, it's absurd, it's trying
cover up evidence. This usually provokes more anger in clients, especially
when they say to get in touch with the customer service department, a
Today, a consumer does not understand that a customer service department is not made up of experts.
managing social media to handle complaints, claims, or to provide assistance
opinions of themselves.

Check your knowledge

Elena visited several websites before buying her carnival costume. Once received
Your order notes that on another website the same product has a lower price.

What is the deadline for making the return?

Indeed! The user has 14 days to make the return from the time
del momento en que se realiza la operación de venta online. Recuerda también que el plazo
the maximum delivery time is 30 days and, in case of stock depletion, the seller must provide
customer options.