This article discusses costly fraud chargebacks and the challenges of preventing them. It provides three techniques to reduce or eliminate credit card chargebacks.
What Economic Nexus Means for Your Remote Sales
Sales tax revenue is lagging and many states are creating nexus laws to further tax sales by out-of-state sellers lacking a physical presence in the state. Knowing how this will affect you is key to staying ahead in an audit! Check out this blog post by the tax experts at Avalara for more info!
Tax on Cookies?! According to this article, Massachusetts says that cookies placed on consumers’ browsers in Massachusetts = physical presence and wants to tax them.
This article provides advice on automating for your eCommerce business.
When you’ve finished reading, contact us for a demo to see how InOrder helps you accomplish each of these!
There are many times during the year when you send a mailing to a specific group of customers. With the InOrder ERP system, you can send promotional messages to customers, create new lists, import lists from external sources, and even export your mailing list to a spreadsheet format.
- Catagorize your lists and assign customers to them.
- Specify label formats.
- Use with the InOrder Address Validation interface to validate a batch of addresses within a specified range of U.S. postal codes.
- Automatically merge duplicate address records.
- Use with the InOrder Email Marketing Enhancement to send Email Blasts.
- Send followup notices. Define followup efforts that activate after a specified number of days.
- Import your own mailing lists with names and addresses.
- Import your own lists of Email address.
- Generate promotional keycodes as list segments are generated.
- Export your mailing list to spreadsheet format.
- Define your call lists.
- Simultaneously store an unlimited number of RFM scores for each customer. (Recency (most recent purchase date), Frequency (how many purchases a customer has made), Monetary (spending).
- Group customers by RFM cells.
Contact us for more information about mailing lists and marketing with InOrder.
In its 2016 Pulse of the Online Shopper Study, UPS provides insights for eCommerce businesses as they plan their strategies for growth. This study explores online shoppers and how they have “Evolved.” Their shopping cycles are represented, showing a strong promise for future buying power. Included are discussions of new technologies they’re interested in, how and where they shop, and what retailers must provide to win them over or lose them.
Devices are explored, with smartphone shopping showing the most growth. As technology (and retailers) make it easier and faster to use smartphones for shopping, satisfaction with them increases, fueling faster growth opportunities for businesses that support them.
Search habits are also shown, revealing that shoppers prefer to begin searching on marketplaces. According to the study, 90% of independent online retailers sell through them, and shoppers prefer them for product/shipping pricing, quick delivery, product selection and availability, and more choices in one place. Also mentioned are shopping trends, along with “cross-channel purchasing,” (where shoppers research vs. where they shop), and how social media influences shopping.
Shoppers revealed that they want to help themselves, but they also want help (such as Q&A, FAQs, chat, etc.) to always be available when they need it. Unfortunately, it doesn’t sound like many retailers provided those services. Hopefully, many will respond to these requests.
As can be expected with online purchases, returns are higher. While many shoppers prefer to drop their returns off at carrier locations, many also prefer to take their returns to a physical store. This provides opportunities for retailers to make these experiences easy for shoppers, who might make additional purchases while making their returns.
UPS has also conducted its sixth annual study of online shoppers, which includes five volumes. This link provides a download to Volume 1, which includes information to request future volumes.
Shoppers want control and flexibility. They want helpful responsiveness when they need it. They want fast searches, large selections, quality products that are available, and quick, low-cost delivery. They want access, coupons, and notifications without intrusion.
Use this valuable information to help you make decisions for winning these “Evolved” customers. And, in doing so, grow your business.
Contact us for a demo of how InOrder can help you implement the features so many shoppers demand.
I find some retail mobile apps to be very helpful. I use my favorite app to find current sales and the latest coupons. When I travel, I use it to find the nearest store. Sometimes, I even get coupons that aren’t available on the store’s website, and it links me to the eCommerce store where I can browse, check reviews, or shop. Finally, there are more menu items that I haven’t even explored – I can use these if I want to, but they don’t interfere with what I use most.
There are many great retailers, but not all of them have apps. Even when they’re available, over half the shoppers questioned for the UPS 2016 Pulse of the Online Shopper Study preferred using a retailer’s website over a mobile app. Some of the reasons provided included the lack of a store experience and technology – either it was uncomfortable or too hard to use.
So what makes a mobile retail app useful?
- It’s helpful – Exchange the lack of a store experience for tips or ideas for using your products, but keep this feature simple to use and not overwhelming. Provide product reviews to help shoppers make decisions, and make your contact information easy to find so help is quickly available.
- It’s simple – Provide a menu that is easy to find but not in the way.
- It makes users feel special – Give your app users something extra, such as a coupon that is not on your website, or an extra coupon that is.
- It doesn’t intrude – Give app users control of how and when they want to hear from you through your app, such as notification settings.
- It invites shoppers – Provide a list of store locations, with options to call and get directions. Link to your responsive mobile website for shopping. Allow customers who buy online and pick up in the store to use the app to notify the store when they arrive and avoid longer wait times.
Mobile apps can be worthwhile for some retailers. If you’re considering a mobile app for your business, use these tips to help shoppers comfortably use your app, and interact with your business whenever they can, where ever they are.
If you’re a publisher, your authors are important to your business, and InOrder supports your compensation programs for the people who support your business objectives. Use InOrder to define and pay royalties to authors and agents.
Here are highlights of how royalties are used with InOrder:
- Contract clauses pay royalties based on dollar amounts, percentages, resolutions, or sliding scales and may even vary by date range.
- Define multi-clause royalty contracts with sophisticated filtering criteria when necessary using SQL Where clauses.
- Royalty statements, royalty check printing, and 1099s are supported.
- Royalty payables accrue as frequently as daily and statements with payments can be generated whenever necessary.
- Royalty payables are kept separate from general InOrder Accounts Payable.
- Contracts can link to one or more authors and one or more inventory item.
- Advances and manual checks are supported.
- Contracts can be entered retroactively.
Contact us to get your Royalties InOrder.
We’re back from IRCE 2017 and as always, we’re excited about all the activities we saw and great people we met!
Many workshops at IRCE 2017 focused on B2B topics. One workshop (Amazon & Me) provided details from experts about listing products and managing product content, whether to sell as a third party or first party, fulfillment, marketing on Amazon, analyzing data, and negotiating with Amazon. Another workshop topic was about using eCommerce for B2B opportunities, the future of B2B eCommerce, ideas for successful B2B eCommerce strategies, finding new customers, personalization, mobile B2B eCommerce, challenges, and even a critique of B2B websites.
If you’ve been to IRCE 2017 or if you use InOrder, this might sound familiar. InOrder ERP has always supported B2B. Using InOrder, you can build rules and behaviors based on B2B vs. retail in terms of marketing, merchandising, pricing, picking / packing / shipping, customer service, and even contact management for follow-up efforts.
For example, InOrder’s eCommerce module has a built in B2B web site for wholesale orders that can be accessed by your B2B customers. In addition, established business customers can immediately see and search inventory with pricing agreements reflected, and can use their lines of credit when making on-line purchases. Their shipping arrangements are even automatically applied to web orders. InOrder’s EDI with Customers feature can also be tied in for acknowledgements of web orders, carton license plates, and advance shipping notices.
B2B customers want the same conveniences as retail customers do. They might not respond to “Call for Pricing” messages on your web site; however, they may be more likely to order when the pricing information is readily available. And they want other conveniences, like quick search results, pictures, and descriptions. They want easy reordering and if products are backordered, they need to know when to expect them. And once they log in to an established web account, they want personalized services, like the ability to see their negotiated prices and discounts applied as they shop on-line, with a presentation relevant to them.
If you are a B2B company considering an eCommerce store, contact us to request a demo showing how InOrder can help you attract new business.
Mobile fraud is on the rise, and, as is the case with your eCommerce shopping website, your mobile eCommerce site requires vigilance to protect your customers’ sensitive data – especially when processing orders. Be sure you have measures in place to reduce mobile fraud, and train your employees to recognize signs of fraud. Your ERP system can also be a valuable weapon against would-be thieves and costly credit card chargebacks from fraud attempts.
Be sure you have these prevention measures in place to combat mobile fraud.
To decrease fraudulent orders from being processed, use your ERP system to assess orders as they are received based on a variety of criteria known to indicate fraudulent purchases. This may include whether or not an item is considered risky, or even an area where orders are shipped. Simply knowing where fraud occurs can help protect your customers, so using address validation services is also helpful.
Nobody wants to think that trusted partners are stealing from them – whether they’re shoppers, employees, or even vendors. But fraud and theft doesn’t only come from outside sources. Check your ERP system’s audit logging for dates, user names, and tasks each user performs. This enables you to isolate and trace other types of theft, such as generation of bogus customer refunds, gift cards, or credit memos.
Your ERP system’s Purchasing, Payables, and Inventory systems are all connected, so you can compare what was ordered – to what was received – to what you are paying your vendors.
The best eCommerce systems use responsive design for mobile web using Google’s recommended responsive design pattern. With this design, a single cart functions for both PC and mobile, with a similar look and feel, regardless of device size, no longer requiring multiple web sites. What this means for fraud protection is that you don’t have to worry about carrying out the same protection measures on separate systems.
Your employees play a significant part in protecting your business against fraud and theft. However, if they don’t know what to watch for, what to protect, or how, then how can they help you? One way is to follow your procedures. Define a security policy, tell your employees about it, and train them on it.
Stronger Security Measures
If you’re thinking about accepting credit card payments, you must make sure your system meets specific security standards to protect sensitive data. The PCI Security Standards website is a good place to start for information. If you currently accept credit card payments, you already know that your ERP system is PA-DSS-Validated to meet your PCI-DSS requirements.
When you protect against fraud and theft, your employees, vendors, and customers discover that they can trust you. With their trust comes respect and confidence that your business will continue to grow. Use these measures to improve and protect your customers’ shopping experience, achieve their trust, and prove that you take them seriously.
Contact us for a free demo of how InOrder’s eCommerce system helps combat eCommerce fraud and theft.
Does Your ERP System Allow Flexible Ordering to Prevent Frustration, Make Customers Happy, and Save You Money?
When customers shop your web store, they probably expect the same flexibility they experience in a physical store. Policies such as returns, exchanges, credits, coupons, and even questions or changes during checkout may be common at a physical register, but can your customers get that same great service online? With a good ERP system, all of these features are available and within your control.
Consider Mary, who shops online, enters her payment information, and submits her order. Then she remembers one small, inexpensive item she forgot to order. She quickly tries to add the forgotten item to her order, but she can’t find a way to do it herself. Mary looks for a Customer Service number – hopefully, if she acts quickly enough, she can add the item without a duplicate shipping charge. When she calls, the Customer Service rep is able to help her, but only by creating a new order and waiving the shipping charges. Mary is thankful for the help, but the Customer Service rep was apologizing for the inability to accommodate a seemingly simple request. And the business took a hit on the shipping charge (which was more than the cost of the item).
Waiving a shipping charge is a small price to make a customer happy, but it isn’t necessary. This signifies a problem with the system, which can quickly become a significant expense.
With InOrder, you can choose to allow orders to be edited even after packing.
Having the right ERP system can prevent frustration for both customers and Customer Service reps, and saves you money. Whether you allow changes for shipping information, billing information, or line items for orders should be up to you – not your software.
Call us for a free demo to see more of how InOrder can help your business grow.
Keeping eCommerce customers engaged is as important as getting new customers. After all, you work hard to select quality products, advertise your business, and attract people to your website. So it makes sense to do your best to give them good reason to keep coming back. Here are some helpful tips:
- Give customers ideas for using your products. If you have a product that solves a problem, tell them.
- Provide instructions and videos showing how to use your products.
- Keep customers engaged with Ratings, Reviews, Comments, and Q&A. Reply to feedback, add comments to a thread, encourage questions, and offer suggestions.
- Offer rewards and coupons for participating.
- Embrace Your Comparison Shoppers. People research products. As shoppers, we check out all our options. We gather information about what’s available, we read reviews, and then we decide where to shop. Motivate shoppers to use your website for researching your products and make it easy for them to buy from you by providing what they need.
- Show your latest features and new products.
- Create excitement with a VIP Program. Use multiple levels so people can attain them, rather than simply joining and being a member.
Along with these activities, always provide exceptional customer service and quality products. Most shoppers prefer that over delivery speed and lack of attention. Spend time getting to know your customers and their ordering preferences.
Many shoppers appreciate information and online activities that involve what interests them. Keep them interested with education, participation, and fun. Use your own website for a gathering place, or find out where your customers go for online social activities, such as Facebook or Instagram. Use these tips to help them stay interested in what you have to offer.
Contact us for a free demo of how InOrder can help you keep your eCommerce customers engaged.
Most shoppers love coupons. Before shopping, many people may first search online for coupons from their favorite stores. And with many websites providing links to coupons, it can be much easier to find them. Unfortunately, it’s also easier for thieves to scam unsuspecting shoppers.
A recent trend for thieves is to post coupons on Facebook. These coupons, usually too good to resist, lure shoppers to click on them and provide personal information, which is then used by thieves to steal identities, money, and anything else they can get away with. To add insult to injury, the coupon isn’t even legitimate.
While it is imperative to have a security process and train your employees to protect your business, it is also important to try to educate your customers about keeping their information safe. This can go a long way in helping to avoid breeches – both for customers and your business. Here are some tips:
- Let customers know your coupon policy and where to find them.
- Don’t require personal information in exchange for a coupon. Doing so may confuse your customers and prevent them from recognizing a scam that requires personal information.
- Remind your customers to NEVER provide personal information in exchange for your coupon.
- Make it easy to find your contact information for questions. Display your phone number where it can be easily and quickly seen. If a shopper has a question or problem navigating your site, make sure you can help.
Coupons, promotions codes, sales, and special offers are proven ways to significantly influence purchases. Consumers will even use them to plan what they buy, where they will buy it, and when. Do what you can to promote this activity, and don’t let thieves spoil it for you.
Contact us for a free demo for offering coupons with InOrder.