We all know how convenient it is to shop online. Search, compare, buy and have it delivered to your door: easy. But we all also know what the flip side is—that you don’t get personal treatment and it’s bloody awkward if you need to return anything.
So my heart sank yesterday when a saddle I bought from Wiggle.co.uk had a fault and needed to be returned. I gloomily headed to their help page where I was forwarded to my account page where I noticed a “return item” link next to each item I had in my purchase history. So I clicked this and there was a simple form where I had to describe why I was returning the item which then provided me with a page to print and include with the saddle when I send it back.
The whole process took less than a minute and before I’d really realised it everything was done. I just had to take the package to the post office, I was genuinely shocked at how easy it was:
So everything was easy for me, I’ve also got more trust in the Wiggle brand and I’ll be more relaxed about buying things from them in the future. So it’s easy for me and the shop has a satisfied customer. Well done.
And if you look at this from the point of view of the business there are some other big advantages:
Well done again.
I pointed all this out to one my colleagues and he replied “Yeah, it’s nice when people use IT properly.” Which about summed it up – let’s have more of that.
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