Conflict Avoidance in Ecommerce

I haven't seen anyone talk about this. But the No.1 reason I have seen legal issues happen... It is because of a simple fact. Miscommunication. That's it. That's all there it is. -> Miscommunication leads to misunderstandings. -> Misunderstandings lead to disputes. -> Disputes lead to legal issues. I read a lot of case laws on the commercial/contract side. And they could all have been easily avoided had the parties communicated properly. Now you might be wondering, why does this happen? Couple of reasons: • Assumptions are made. One party assumes the other knows what they mean. But the other party might have a different interpretation. • Expectations aren't clear. One party expects certain features or services. But if it's not documented, it's just an expectation, not an agreement. • Deliverables aren't defined. What exactly is being delivered? Are the deliverables defined in detail? • Deadlines aren't realistic. Are the timelines realistic? What happens if deadlines aren't met? Now lucky for you, if you want to avoid this. There are a couple of steps I recommend. I normally share this with my clients. 1) Clearly define the scope of the project. Outline what is included and what is not. Example: "The website will include a homepage, about page, contact page, and blog section. E-commerce functionality is not included." 2) Specify each deliverable. Provide details for each one. Example: "The homepage will feature a hero image, a brief introduction, and links to the about and contact pages." 3) Set realistic deadlines. Include buffer time for revisions. Example: "The homepage design will be delivered by August 1st. The about and contact pages will follow by August 10th. The blog section will be completed by August 15th." 4) Be clear on how and when you'll communicate. Regular updates and check-ins. Example: "Weekly status calls every Monday at 10 AM. Daily progress updates via Slack." 5) Be clear about payment schedules. Include milestones and due dates. Example: "50% upfront, 25% upon delivery of the homepage, 25% upon final approval." 6) Define how changes will be handled. Include a process for approving and documenting changes. Example: "Any changes to the project scope must be submitted in writing and approved by both parties. Additional charges may apply." Once you start doing this, you remove a lot of "assumptions" from the contract. Point is - don't leave anything to chance. Because miscommunication can kill a project. I have seen it happen. Tldr: -> Assumptions can cost you. -> Clarity can save you. -> Document everything. That's all -- ✍️ Have you ever lost a project because of miscommunication? 📌 Web Agencies, if you need a good contract that properly communicates your offerings, then DM me the word "CONTRACT" and let's talk #Startups #Founders #Contract #Law #Business #website

Payment disputes are an unfortunate reality for every online store owner.  But many business owners never learn how the resolution process works.  That's a mistake that can hurt your business down the line. Even with clear policies and great customer service, you'll still get some chargebacks.  Customers dispute charges for all kinds of reasons, fair or not. It's just part of running an e-commerce store.  Here's how to protect yourself: 1. Learn your payment processor's dispute protocols 2. Keep detailed records of every transaction 3. Respond quickly to requests for information or chargeback notices 4. Have a clear paper trail to make your case You also have to be smart about which chargebacks are worth fighting.  Consider the time it takes to gather evidence, the fees involved, and your chances of winning.  Sometimes, it makes more financial sense to let smaller disputes go. Most importantly, always closely monitor the overall percentage of transactions that turn into disputes.  If you start getting too many chargebacks, you can lose your merchant account.  Check that ratio regularly and take fast action if it starts rising. Don't ignore chargebacks until they turn into a big problem.  A little proactive management goes a long way.

"Our VP of Sales keeps forwarding me pricing complaints from retailers" "It causes me constant anxiety" an E-com Manager recently confessed Online pricing problems and channel conflicts are the Ecommerce team's fault... At least that is how the team is made to feel by Leadership. But the reality is poor distribution & sales decisions lead to price disruption online. Fix the distribution and you will fix the channel conflict. Sounds simple, but definitely isn't easy. Here is a gameplan: Step 1: Align the sales and ecom teams with a unified strategy and start rowing together Step 2: You can't measure what you can't see. You need a price and reseller monitoring tool so you can be proactive, not reactive. Step 3: You will want a legally sound enforcement strategy with 2 workflows, one for rogue 3p sellers and one for MAP. There is not a one size fits all strategy. Step 4: Assign a point person to lead the enforcement efforts with support from the sales and ecom teams. Then stay consistent. Step 5: This last part is key: Take the intel you get on your reseller's sources back to the table with your sales team. Evaluate your promos, discounts, and distribution partners. Limit crazy promos, get distributors to cut off bad actors, and measure the value to disruption particular distributors or channels might be causing. Fix what you can. We have seen this strategy work for over 200+ manufacturers. If you aren’t sure where to start, Brand Guarde can help with each stage of the process from strategy to monitoring and execution. Time to trade your anxiety for confidence and growth.