Salesforce, the global leader in customer relationship management, invited Redstage to join their exclusive Salesforce Commerce Cloud (SFCC) partnership program. Redstage is now listed as an official partner on the SalesforceAppExchangeto provide eCommerce development services to SFCC merchants.
With a shared vision and a wide range of capabilities, Salesforce and Redstage now collaborate to digitally transform online companies. As a jack of all trades, whether it’s keeping track of marketing campaigns, improving productivity, or integrating with other apps, Salesforce can execute and complete any long-term vision.
Partnering with Salesforce helps us further our mission to create leaders in eCommerce. With the ever-changing habits and demands of today’s buyers, our clients require a unified customer experience across all touchpoints. To that end, Salesforce Commerce Cloud will be the most important set of tools in our arsenal. We are integrating Salesforce as a core part of our strategy going forward.
— Adam Morris, CEO of Redstage.
With this partnership, Salesforce and Redstage have a unique opportunity to provide a higher standard of service, expertise, technology, and insights for online sellers using Salesforce’s complex eCommerce solutions. Services will include:
You can control the migration process by switching from legacy platforms such as Magento, Big Commerce or Shopify Plus. To conquer sales and increase revenue, Salesforce has a unique ability to save valuable time and resources through its streamlined capabilities.
Becoming more efficient and productive is easier with the right technology on your side. Salesforce’s scalable handpicked technology ranges from data and campaign management, app development, search optimization, and personalization tools.
Merchants will now be able to make wiser decisions with reliable data backing them up. With an in-depth business analysis equipped with technology and optimization strategies that will convert sales, you’ll never have to act on a gut feeling again.
The world is being reshaped by the convergence of social, mobile, cloud, big data, community, and other powerful forces. The combination of these technologies unlocks an incredible opportunity to connect everything together in a new way and is dramatically transforming the way we live and work.
— Marc Benioff, CEO, Salesforcre
As Redstage and Salesforce move forward with this agreement, the pair will continue their commitment to empowering clients with the right technology to accelerate eCommerce initiatives. Looking for a start? Redstage has launched in the Salesforce App Exchange for all B2C merchants.
If you read the last two articles in this series, you know “killer customers” often take advantage of DTC companies’ return and shipping policies. By now you’re probably thinking “What else can go wrong?” Well, we’re sorry to say, the list is quite long.
In 2018 Chargebacks 911 reported chargeback fraud cost merchants up to $40 billion per year. With increase in ecommerce activity over the past 2 years, we can expect that number to be even higher today. While the holiday season is behind us, the chargeback season has just begun. Continue reading to learn 2 more ways abusive customers attack your profits and how you to prevent them.
1. Friendly Fraud
“Friendly Fraud” is when a customer files a refund or dispute with the bank instead of with the merchant. Committing friendly fraud involves no malicious intent and can be easily overlooked by the customer. In many cases, a customer may notice an unfamiliar purchase, receive an item that doesn’t match the description, or can’t reach a customer representative.
Friendly fraud may sound harmless, but it can severely threaten your bottom-line. In fact, the method accounts for 86% of all chargeback volume and is difficult to identify.
Preventing Friendly Fraud
Most customers don’t understand the negative effects a chargeback has on merchants. Therefore, preventing friendly fraud requires a multi-step, ‘nip it in the bud’ approach. Here is how it’s done…
1. Make it easy for customers to quickly contact you.
Don’t give your customers a reason to go to their bank to file a dispute. Your customer service contact information should be accessible to anyone at any time. Include this information in all communication correspondence and social media platforms. Proving 24-hour support via phone or live chat (with these options clearly visible on your site) are great ways to ensure your customers come to you first.
2. Provide clear product descriptions.
To prevent unnecessary chargebacks and increase conversion rates, customers should receive the same product described in the product description. Making sure your product descriptions are detailed and accurate can save you major losses.
By centralizing complete product data and then enriching product descriptions and specifications, product information management systems help reduce the chances of errors across multiple channels. This results in more users getting exactly what they are looking for.
With all so many reports about new shipping scams, it’s important to create detailed shipping terms and conditions. Once tracking information is verified and the purchase is complete, customers should also receive a copy of all shipping and tracking information. This could come in hand in case a customer claims an unauthorized purchase. However, that’s another, more malicious type of fraud…
2. Deliberate Chargeback Fraud
Opposite from friendly fraud, deliberate chargeback fraud is when a customer contacts a bank with the intention of disputing a purchase. Similar to an “Item Not Received” scenario, a customer intends to obtain the product or service for free. This type of online fraud is equivalent to brick and mortar shoplifters, accounting for 35% of all fraud losses.
In less extreme cases, chargeback fraud occurs when a customer experiences buyer’s remorse. They don’t want to confront the merchant, so they dispute the charge with their bank instead. In extreme cases, customers may dispute large orders by claiming they are fraudulent charges. This hurts the retailer’s reputation with the bank and pulls profits out from under them.
Providing a fast and frictionless customer experience is a priority for merchants, but can be costly without the right considerations. For example, most sites allow customers to file a dispute with one click. This makes it difficult to prevent chargeback fraud and leaves merchants empty-handed.
Preventing Chargeback Fraud
Since deliberate chargebacks and friendly fraud both heavily impact profits, your best option is to get customers to handle their disputes with you, rather than their bank. Whether it’s buyer’s remorse or an unauthorized purchase claim, you need to protect your bottom line. Consider implementing the following defense mechanisms on your online store…
Customers should know what items they can return and how to go about returning them. For example, add a 30-day deadline on returns and provide return labels with all online purchases. With this flexibility, customers are more inclined to resolve their return issues with you. Also, this will make customers less likely to take advantage of your return policy.
2. Be prepared to fight back
For customers who claim an unauthorized purchase, evidence is key. There are many places you can acquire proof of purchase to protect yourself, especially during the checkout-process. Double-check shipping and tracking information, replay phone conversations and track down social media accounts if you choose to fight a fraudulent chargeback. This information can be the difference between saving your profits or watching money walk out the door.
Modern merchants need to understand the differences between deliberate chargebacks and friendly fraud. To protect customers and your relationships with them, you must successfully weed out the bad actors who purposely seek to defraud you. Remember, your goal is to protect your merchandise, revenue, and profits. Finding the proper fraud defense can be time-consuming, but we’ve done our homework to make it easy for you. If you’re interested in learning more about Redstage’s Security and Maintenance Bundles to help you strengthen, monitor, and maintain your site, schedule a FREE consultation today!
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