In this section
Self-assessment checklist
| When selling 'at a distance' I… |
In full = |
In part = |
Not at all = |
|---|---|---|---|
| Provide a clear description of the goods I'm selling | |||
| Provide my details (or my trading name), address, phone number, email address, etc | |||
| Provide the total price of the goods that the customer is expected to pay, including VAT and delivery charges (where applicable) | |||
| Make it clear how payments may be made | |||
| Make delivery arrangements clear. If cost varies according to distance or method of sending, then cost is shown separately to cost of goods (or customer can easily see options) | |||
| State delivery times clearly and these are 'without undue delay' or I make it clear that delivery time is longer - for example, 'delivery takes up to 6-8 weeks' | |||
| Specify postcodes that will take longer | |||
| Specify additional costs for particular postcodes only when absolutely necessary, so as not to discriminate against those living in remote locations | |||
| Clearly publish complaints-handling policy | |||
| Clearly publish cancellation rights | |||
| Explain how goods may be returned and the customer's role/cost of this | |||
| State that if a customer exercises their right to cancel, reimbursement will be made within 14 days of the goods being received back | |||
| Choose my courier/postal arrangements carefully, ensuring that the deliverer understands their role and liabilities (for example, following delivery instructions) | |||
| Choose my courier/postal arrangements carefully, so that customers have the best user-experience possible (for example, alternative delivery locations, parcel tracking etc) | |||
| Choose a courier/postal arrangements with environmental options in mind, such as the use of electric vehicles, route optimisation, carbon offsetting, etc) | |||
| Encourage the customer to contact me (the trader) if delivery fails and contact details are provided for this | |||
| Will tell the customer if I cannot meet the delivery timescale agreed and the customer may cancel their order because of this, if they wish | |||
| Will fully refund a customer within 30 days if the goods are faulty, damaged or misdescribed. After 30 days, I will offer a repair or replacement (or a refund, if repair or replacement isn't possible) | |||
| Publish my target and actual response times for responding to customer complaints | |||
| Offer a gesture of goodwill when things go wrong | |||
| Score |
Max score (20 questions at 3 points each) = 60 points
How did you do?
50 - 60 TIP TOP TRADER, good work!
31 - 49 SO-SO SELLER - good effort, is there more you can do?
0 - 30 OOPS… there might be a few legal requirements here that you are missing
< Part 2. Achieving great consumer service
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