cheap clothing e-retailer brands Sammydress, zaful, rosegal released 2017 Q1 after-sales report and concluded the feedback from customer complaints.
Sammydress is a cheap clothing e-retailer, based in Asia but the main user group is in North America and Europe. its sister companies ZAFUL and Rosegal are two different ecommerce brands targeted in different customer groups. Because of its geographical location, its after-sales service is one of the concerns of users. Sammydress is now joint ZAFUL, rosegal to make a summary about the after-sale issues of shopping oversea according to the first quarter of 2017 after-sales processing data.
The after-sale problems of first quarter of 2017 compared to the first quarter of 2016 has significantly reduced, and the main problems are the logistics and size problems. Because the data of apparel industry has large different between off-season sales and on-season, so this report does not take the after-sales data in the fourth quarter 2016 into consideration.
- After-sale complaints has a ring reduction
In the first quarter of 2017, the after-sale complaints was significantly reduced compared to the first quarter of 2016. Rosegal reduced from 21.83% to 20.15%; zaful from 5.62% to 5.56%, sammydress significantly reduced from 28% to 6.73%. Sammydress customer service executives believe that this is because sammydress optimized the pre-sales and sales process. it added the staff responsible for handling the pre-sale problem with live chat, while reducing the processing time for order issues from the previous 72hr to 48hr. ZAFUL and rosegal upgrade telephone services for pre-sales problems, replaced hotline servicer, which supported more phone call contacts at the same time.
- Logistics and size are still the main after-sale complaints
Sammydress’ biggest after-sale complaint is the logistic problem, but the data of the first quarter of 2016 was 12.85%, in 2017 this data reduced to 3.34%, which may be attributed to that Sammydress from July 2016 began to allowed a new shipping method- priority direct mail. But the complaints against size has a little increasing, from 1.416% in 2016 to 1.54%, sammydress customer service director said “although sammydress increased model stats function, but so many users still place order according to their normal size. the next step of sammydress is added the fit US size function in its single size chart to remind the user to select the actual size.”
ZAFUL after-sale complaints are relatively small. The biggest problem is the size of the problem, accounting for 3.63%, followed by logistics problems, accounting for 1.21%. This is because zaful offers free shipping worldwide with faster standard shipping and express shipping instead of the flat rate shipping which is the common shipping method for other companies who offer free shipping.
Rosegal’s after-sale complaints is similar to sammydress, but since March this year, Rosegal has join the fit US size function in the size chart.
for cross-border shopping, logistics has been the biggest problem. if you want a fast logistics, freight may be higher than your item price, if you want a cheap shipping, arrival time is really long. In the international logistics industry there is a consensus, that is, for flat rate shipping, 1 month arrival is normal, 2 months arrival is also possible. But for customers who is not usually do cross-border shopping, a month or two of the arrival time is difficult to understand.
And because the Asian size is generally less than the US size or UK size, the size problems on Asian e-retailer such as sammydress, zaful is also bother them.
How to speed up the logistics time, how to help users choose the right size, are the problems that cross-border ecommerce businesses has been working to solve. while the ecommerce businesses also want their customers to know more about cross-border shopping, to understand and help cross-border enterprises to solve logistics and size issues.