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5 mistakes in managing an eCommerce


As many of you may know, owning an eCommerce store can be highly advantageous, especially if you want to expand your business. However, it’s easy to make mistakes if you don’t rely on professionals. Let’s take a look at the 5 most common mistakes that almost everyone makes on their eCommerce page…

Error #1: Missing and inconsistent information on production costs

Information on shipping options is often missing, or the costs mentioned earlier don’t match the actual costs calculated at final shipping. Additionally, fundamental information regarding shipping costs is incomplete. For example, not all suppliers are listed, details on product groups are incomplete, or information on their weights is missing, and any potential COD (Cash on Delivery) charges that may arise are not always listed.

Our advice: Before customers add a product to their cart, they should be able to determine the amount of shipping costs, including any surcharges. If costs are classified based on weight, the shipping weight should be indicated on all pages with a direct ordering option. Additionally, shipping costs in the overview and the fees shown during the final order should always be consistent.

Error #2: Missing or contradictory information on delivery times and payment methods

Often, delivery times are not listed, and information regarding these delivery times is also missing. This can create great confusion for consumers. Additionally, the list of possible payment methods in eCommerce stores often differs from the selection actually available during the ordering process. This issue is encountered very frequently.

Our advice: To avoid the confusion of missing or contradictory information, online sellers should state delivery times on the respective pages as accurately as possible. All available payment methods should be visible on an informative page. The link to this page should also be clearly indicated, for example, with the word “Payment Methods.” Alternatively, payment options can be displayed permanently as an infographic or in the cart.

Important: eCommerce pages must not provide contradictory information about payment methods.

Error #3: Information on the use of personal data

What happens to customer data collected through eCommerce? In examining data protection statements, we have found that the information provided is often incomplete. It is often stated in data protection statements that customer data collected will only be used for processing the purchase contract. However, as soon as customers subscribe to a newsletter, their email address is also used for marketing and advertising purposes. All of this must be clarified in the data protection statement. Other aspects to consider include credit checks, cookies, and tracking.

Our advice: Verify the purposes for which personal data is actually collected and used in the eCommerce store. After carefully checking everything, you must formulate and provide information within the data protection statement that is entirely transparent. You can confidently use a rights copywriter to create the data protection statement – there are even free options available – so that all requirements comply with GDPR regulations.

Error #4: Incorrect information on the right of withdrawal

Time and again, confusion arises in online stores due to outdated or incorrect information regarding the right of withdrawal, especially concerning the assumption of return costs.

Our advice: Instead of defining their own policy, online store operators should use the current model withdrawal policy (legal model withdrawal policy of the EGBGB), including the model containing a withdrawal form.

Error #5: Invalid exceptions and limitations of the right of withdrawal

As we have seen, the exercise of the right of withdrawal is often unacceptably limited by clauses in general terms and conditions. The exceptions that apply to the right of withdrawal are governed by § 312g paragraph 2 BGB (German Civil Code) and cannot be arbitrarily expanded. Even if the return of the goods appears economically unreasonable, it cannot be excluded. In case of doubt, online store operators should consult with a legal professional to determine whether a product can be excluded from the right of withdrawal or not. During the withdrawal period, customers have the right to inspect the ordered goods. Online retailers who wish to claim compensation for the value of use must include appropriate information in their instructions. However, the return of goods that are not in their original packaging or have not been used should never be excluded.


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