Keeping Up With Growth
While retaining the signature J. Jill look, the site had to be easy to use, but Down says that plenty of customer support will be available.
“Our customer service reps are being trained in e-commerce sales,” says Dow. “No matter how much you believe your customers will be computer-savvy, you have to make sure you have support for them. We will be training our own reps to be specialists in e-commerce.”
With the site launching in August, J. Jill is keeping its goals down-to-earth and its focus strictly on customers.
“We’re being realistic,” says Dow. “Sales would be wonderful, but at first, we don’t expect a lot of sales. We’re really looking for usage by customers as an alternative channel to place orders and enhance customer service.”
How to Reduce Charge-Backs with Internet Sales
By Peter Kearney
A charge-back occurs when a Web-site merchant has a credit-card transaction reversed by its merchant bank because the customer’s card was not honored by the card-holder bank. While payment processing for Web catalogs is similar to print ones, sales on the Internet involve several additional issues.
What are the most common causes of charge-backs?
• The card is stolen and used by a thief on a merchant site.
• An invalid card is used and has not been checked by the merchant properly during transaction processing.
• The goods are not delivered by the merchant, or the customer is unhappy with the product and claims for reversal of the transaction.
How can you minimize charge-backs?
• Never ship goods to a customer before checking his or her credit card through your merchant bank by phone, Eftpos device or a real-time payment gateway (if using real-time processing).
• Make sure your merchant bank checks card-number validity, expiration date and balance on the card as a minimum.