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Shopify Course Module 14 - Fulfillment, Customer Service, and Page Moderation

Published on: December 7 2022 by Nick Peroni

Shopify Course Module 14 - Fulfillment, Customer Service, and Page Moderation

Shopify Course Module 14 - Fulfillment, Customer Service, and Page Moderation

hey what's going on everyone Nick here
in this video we're going to tok about
the customer service fulfillment side of
things
well reverse that fulfillment customer
service and page moderation I think I'm
just going to kind of combine them all
into one video because none of the
topics are all that long to go over
however they're all really important
especially if you're brand new to this
because a lot of people getting into
e-commerce or probably maybe also new to
getting into business right may not have
any customer service experience you may
not have experience with orders or
issues or problems and so a video like
this can be very enlightening for you
because I can kind of dispel some of the
myths that are out there and put you on
the right path what you need to expect
all right so the first thing that we're
is about very simply is you know we have
people in the group now getting their
first orders so I think this is a fairly
straightforward but what do you do when
you get your first order right how you
fulfill it and since I assume you're
sourcing your product so Aliexpress
that's what I'm going to use because
that's where I'm primarily using right
now but you know be aware that there are
many ways you can source products as we
toked about in the beginning and it's
kind of the same process for all of them
the idea of drop shipping is that you
are now going to you know you sold this
product for a markup where you make
profits all right and now you're going
to go order this product for the
customer using their shipping
information okay so what I do with all
my product is I keep them in a Google
spreadsheet like this and I do that for
two reasons number one obviously because
it organizes and keeps all my links
together next to the product name so
when I need to order something I can
come in here and grab it
products that I haven't added yet but
I'm thinking about adding I just marked
in red and I keep the links here so I
can go back to those products whenever I
want and then the other reason that I
use Google Spreadsheets as opposed to
maybe Excel or something like that it's
so that I can share it with people as
you can see I have one of my team
members logged in right now
so that way I can share the master with
the products so that they can fulfill
items or that anybody can fulfill items
as long as this page is shared with them
so what you'll do then is when you have
an order you know I get we were people
filling this order right here you would
come your master list and then you just
have to find the product click on the
link and it will of course take you
right to the product page okay and then
obviously you're just going to order
exactly what it is it may not have
variants and maybe see it very simple
just one in order but it does have
variants then you want to make sure you
get the right one this one with h18 so
then we add the cart you shop the card
you do one order at a time now make sure
that you always have a packet method
selected here all right so we're
selecting a packet and we hit OK and
then
you're going to buy from seller when
you're ready all right
sorry I was thinking about something
that for a second all right so then
you're a current I mean obviously I have
my address in there by default what
you're going to want to do is use this
area to put the customer address in okay
so it is manual fulfillment here what
you'll do is add a new address so I use
the business phone number for everything
so I'll just copy that I keep it in
there so it's easy for me to find I
don't have to go to look it up and then
it's as simple as just copy and paste
right over here sometimes you got to
make sure the customers put in your
address incorrectly right like she put
all them online but it's really meant to
be to on I will also look briefly and
check for spelling or check for errors
in this stuff because you know
ultimately the customer may make a
mistake but you're the one that's going
to suffer if it doesn't get there
because they're going to want a refund
so you want to check for errors if an
address looks funny to you you can
always grab it and put it in Google Maps
and make sure right you can always come
over here and go to maps and actually
put it in there and and paste or address
in here and make sure the address comes
back correct
so there's definitely I do that some
parts of my dress looks funny just to
make sure that's correct right because
sometimes you'll see the correction like
maybe they put Avenue in the street or
emails or something something like that
you don't have to deal with everyone
obviously usually the customers right I
can't take in an example right now but
sometimes you will know then address
looks funny to you if it doesn't look
like it's a real address you'll be
surprised when you start getting
hundreds of thousands of orders you know
that there can be a lot of funny-looking
addresses out there alright so that's
all you have to do and then you'll save
and shift to that address
and then you'll just go through the rest
of the process now I don't usually put
anything in here but I do for something
in the next notes page now I'm not gonna
actually order this because I already
have ordered it but essentially you
would just order and then you'll get an
option okay I will order and then I'll
just cancel the order
so you'll go to other payment methods is
the way that I do it put this thing down
here if you have to confirm and Peng and
then you'll pay alright and then what
happens is it'll take you to this screen
so I go back to order details and then
I'll come down here and I always just
write a very simple message or while I
have it on a text pad but I'll just
write it out now I please no invoice or
promotional material all right and this
basically lets them know you know
obviously the question everybody always
wondered as well is are they going to
know the price or you know anything like
that so just drop this simple little
message here in the note hit Send and
the seller will see that message all
right now I'm going to cancel this order
because I'm not actually well hold off
before I do that the next thing you
would do then is you would take the
order number and put it in here in the
notes right and then save it that way if
you need to look up this order you can
look it up by the order number right
there and all the expressive system
alright so I'm going to cancel this
order out because I don't actually want
this
and the last thing you want to remember
to do unless you're doing multiple
orders in a row is I usually go back and
delete the shipping address if you're
doing multiple orders in a row you can
just keep editing that same shipping
address as you go another way you can do
these orders if you have a special
agreement with the vendor if you can
just keep your contact information in
here and then drop their shipping
address in the note which is a lot
quicker obviously if you have a you're
doing lots of orders a day this is a way
that you can do that if the vendor
agrees where you can just go through and
keep your shipping address in here that
way you don't have to actually manually
go in and change each one every single
time and then save it you can just keep
going through hitting the orders in and
then dropping the message and gear for
the seller but make sure they agree to
that first you would have to contact
them and say hey we can sell a lot of
these you know in order for me to be
able to get the orders and quicker can I
just read the address in the notes you
know and they may say yes they may not
or they may say let's do a deal where
you send me by the excel file which
there's an app for that
pretty Shopify store
and it's called exporter so this is an
app that will let you export up export
all your orders at the end of every day
and then you could just send it to the
vendor if they agree to that nice if
you're doing right email maybe 100
orders a day otherwise it's easy to just
outsource to a VA and train them to do
exactly what you do in the beginning I
would say you should do it you should be
fulfilling your orders get to know the
process it's not difficult but you'll
get to know the ins and outs of all the
Express and then you know you can work
out a special deal with the vendor once
you start getting a lot of sales or you
can outsource to a VA and then simply do
a screenshot recording of yourself doing
it one day toking over them explaining
it and then share that with them that
video with them so they can watch and
making learn and making difference
all right which is what I've done
because I want somebody to be able to
answer the emails too so instead of just
using an exporter I just prefer to have
somebody fulfill this stuff manually and
be able to stay on top of all the
customer services same time but we'll
tok about outsourcing in dipper video
so that's the way that I do that with
the orders and then when you come back
to my Aliexpress you'll just come back
when you know my Aliexpress if you want
to get rid of that shipping address
it'll be in here and then you can just
delete it right from here so if you
wanted to and you're going to keep
continuing to do orders that way where
you manually still allow for customer
form each time then you could just keep
it and just edit it every single time as
you go through and do the order and
because the phone number was sitting and
you're just going through and editing
the name as you go and if you have an
agreement though where a vendor will
catch the orders in the shipping address
in the notes then you can just leave
your own address in there and and drop
the shipping dressing in them all right
when then where you can check on orders
is if you go to all orders and then
you'll see in all orders where you can
actually hold on a second
so then when you go to check you can see
that you can put an order number in here
and search and it will bring it up by
that exact order ID that way you can
then click view detail to get the
updated tracking information on it all
right you'll see you can see here that I
said please send with no invoice or
promotional materials and they you know
they respond exactly got it so and then
in here is where I'll be able to get the
fee packet order information which will
go here once it's actually shipped out
and processed all right now what you're
going to find as you go through and do
this and you need to you need to get
ready for this right now is that you
know there's a couple ways that you can
go without tracking information for your
customer
all right if you remember in the
beginning I said it on all of our all of
our product pages
we should be saying somewhere that
orders take two to three weeks for
delivery
okay you want that on your product page
because it protects you all right
it protects you when it comes to you
know getting when people ask for it
because here's the way I do it all right
now
there are apps in which you can you know
there are apps in which you can have
somebody on that tractor order in order
for you to do that though what you would
need to do is every single time you
fulfill an order you would have to wait
to go back to Aliexpress all right and
you would have to wait for that tracking
number to be updated here so let me find
one with the tracking number give me a
second here
wherever yes let me find long it was not
let me go back to orders go back to one
that we know is already shipped
all right to see once it's been shift
you'll get this a packet tracking number
update all right and this is a USPS
tracking number so you can actually come
and you can tell your customers is that
they can come to us PS and they can use
that tracking number right here to get
updated tracking information this is
what it will say as it goes through and
gets shipped all right at all it will
see that it comes from China and you
know crosses through facility Wars and
coasts and then on the other end once
it's received it'll start saying you
know received at this hub in the US and
now for delivery and all that kind of
stuff and they can track it the whole
way all right
now there's a way that we uh you know
I'm going to show you accepting how ice
cream that with customer service because
here's what I do so I tell the same in
order for you to have a spot up here
where people can track their order what
you need to do with apps like that which
I'm used to I know how it works what you
need to do is you would need to come
back to every order a few days later
once this tracking number was updated
and have somebody manually input that
into the system with their order all
right you'll create some extra step and
it's actually kind of a lot of work if
you think about it because you're doing
one hundreds of orders a week even you
know that means that not only do you
have to have somebody go through and
fulfill all those orders but then you
got to have them go back and check in a
couple of days and go back to update the
tracking information on all those orders
which in all honesty that means there's
going to be a constant cycle going
because if you're continuously doing say
50 orders a day well then you know
you're going to get into a point where
you can't react if you're coming in a
day and you constantly if somebody's
going back and trying to check those 50
orders and then plus any customer
service emails you're getting on a daily
basis so you would have to figure out
that type of system I'm not saying one
person can't handle all that in a day
but it could get very confusing for one
person to be fulfilling all of your
orders and also going back and turn the
updated tracking information on all of
your orders and you would probably need
to people want to do each
they're alright but the way I deal with
personally is I don't have something
like that on my website because I just
let people email support if they want to
if they want to check further order all
they got to do is email support and that
they can get an update on their order
alright I also do not notify them when
an order is fulfilled either and that's
when you come in here and you see these
orders you know they're all grayed out
because that means they stay in
fulfilled and the way that you do that
is you just come here and you fulfill
order and you get an option you can send
a notification email to the customer now
the reason that I don't do this is
number one the same exact purpose
because when I have my BA or when I
personally fulfill an order I do not
have the tracking number yet it's not an
instant process there's a couple days of
handling before the vendor is going to
ship it out and update it with a
tracking information so I want to
fulfill the order go as soon as I
actually put it in early Express because
to me that fulfilled that lets me know
the order is completed all right and
that you know elect me knows the order
is completed and it doesn't you know so
when I'm going through and there's new
orders it doesn't get confused all right
so that's that is the way that I do it
like that alright because if you send a
notification email to the customer
they're going to think that that means
it was alright so you could change
the notification email around I guess if
you wanted to instead of saying your
item has shift which is what the default
is going to be here you could say your
items been received at the warehouse and
we'll be shipping in the next couple
days I mean you could certainly do that
but again you still don't have a
tracking number alright so that they're
going to want a tracking number and so
it's a piece the purpose of sending this
notification email so I always uncheck
that to fulfill the order because that
will just mark it so I know that that
order to fulfill and I can move on all
right what you're going to find what I
have found out of my experience I guess
75% of your customers will never ask for
an update on shipping alright it's not
about you know you're going to see
people out there it's an interesting
it's an interesting topic man so here we
go
yes ideally it would be the best
situation to have notification sent out
for every order which is another reason
why I like customer judge so much
because apps like team launch when you
have shirts they do send out a
notification where the tracking number
as soon as they ship it of course that
is the ideal situation all right however
with what we're doing right now with
these general stores it's really not
necessary
alright because what I found through
experience is that 75% of people are
never even asked for shipping updates
all right they're just going to wait in
the let their order and so you're just
creating less work really and by doing
it that way
alright yeah you're going to keep people
out there to say oh well well that's
probably do customer service but really
all customer services about is having an
answer for people when they need it
alright if they don't need the answer if
they're fine with the way that your
shipping policy is that you know you
have an FAQ page that explains it and
you do have a tracking number when they
want it you're just not giving you to
them right off the bat then there's no
problem with it customers are still
happy every now and then you might get
one person to complain but trust me out
of the around 10,000 orders that I've
done is not not quite but just shy of
10,000 orders that I've done this year
by and large 99% of my customers have
always been happy all right and it's
mainly about the way that you frame
things it's about the customer service
without being upfront on the product
page and letting them know that it does
take two to three weeks for delivery all
right whether they read this or not
doesn't matter you put it there so
you're being upfront about it all right
most of them won't read it honestly but
it's all about the way you frame it when
it comes to your response to customers
okay and that's where we're going to get
into next I use help scale which is a
pretty cool software you can sign up
with I think your first mailbox is free
and then I think it's like it's free for
one user for one mailbox
things and then after that I believe
it's $20 a user so it's free to start
and I actually pay for it now at this
point but it's really helpful because it
keeps everything in here and you know
you can
it just really use your frankly type of
interface all right so now the way that
this I guess before I go any further the
way that something like this links up is
going to be with your email provider
through your domain so obviously we
already toked about the fact that you
should have a real domain you have port
address okay so that's going to be
within your provider and then help scale
or any other service that you use will
give you information on how to forward
those emails to this mailbox so that you
can answer and come in and out of here
otherwise in the beginning you know you
can answer your own emails which is fine
straight from your email inbox but you
know you're not really going to be able
to give that test to somebody else
unless you use software like this okay
or otherwise they'd be logging your
account all right so customer service
again very misunderstood and I don't
want you guys to think that I'm toking
about customer service just as somebody
he's done dropshipping for a few more I
have built and managed the million
dollar brand they had high paying
customers that were paying us for like
the the once-in-a-lifetime event
services that they needed you know the
photobooth company that I built the I
love team the past three years leading
up to 2016 you know we sold photo booth
rentals in the event industry so we're
toking about people that had weddings
birthday parties bar mitzvahs you know
special events and ceremonies and awards
where it was like everything has to be
perfect okay and you're toking about
high-strung customers we're providing a
service believe me I understand I wrote
the book on customer service when it
comes to dealing with people and it's
always always always about how you
respond and about how you cream any type
of situation all right
so our number one thing that we're going
to find most in time there's a couple
different types of replies that I have
alright so I have in in all the emails
that I've done leading up to this
alright I have basically narrated in the
five different situations in which you
will get email all right every now and
then of course you will get a random
question or somebody that you know
requires a personal response but by and
large ninety-eight percent of the emails
probably that come in are going to fall
under one of these categories all right
now the beautiful thing about something
like help scout is and there's other
servers to do this as well is that you
know you can have these city replies
right in there so when you go to reply
to someone all you have to do is click
the one you want it will fill in their
customer name right here and then things
a little messed up here alright so I'll
have to pick stuff in anyway it'll have
the save reply and you'll be able to
just automatikally it'll fill in the
customer name and your minute here
alright so anyway here's your email and
I'll give you guys the transcripts for
these so that you can use them because
it creates a very simple copy and paste
situation this is the main one here 90%
of your emails that you receive are
going to be people simply saying hey can
I please get a tracking order how are
tracking update can I please get the
status as my order hey is my order shift
however they phrased the question this
is going to be the email that you send
about 90% of the time this will email -
which is basically there's two different
versions right so an item can be shipped
where they have the tracking number and
they can go to USPS you see a track
however sometimes when the
when the order is put into Aliexpress
right when they update it with this
tracking number right here that very
first day did they do it it will always
have any information available yet when
you come the USPS or even here on the
right there will be a tracking number
here but it just hasn't yet been entered
into the system because it's queer and
outbound cups up Sarah and it takes
sometimes a day or two for that to
happen and when they do that this
tracking number actually will show up is
not available in USPS so there's two
different responses one is can be
tracked in two is its shift but it's
still clear on the outbound customs all
right they're essentially the same thing
I just add another line in there it's
clearing outbound customs because I
don't want them to go to USPS and get
upset because it shows that the tracking
number is not available yet alright so
anyway this is a really simple email as
you read it but the beauty in it is that
it's simple and it works very very well
alright it's going to again take care of
90% of your emails sending this alright
and you can read it here I'm just going
to point out the reason it's written the
way it is number one thanking people
okay always always always if you decide
to do your own customer service emails
always start out by thanking them okay
just you have to you have to do it they
want to feel appreciated make sure you
acknowledge their purchase or if they
haven't purchased yet make sure you say
thank you for contacting us as you can
see I do both in here with it you always
want to start off by thanking people
that gets them immediately onto your
site whether they're asking for shipping
updates or whether they're annoyed
because they don't feel like your item
is shipped yet thanking them is going to
kind of disarm them right in the
beginning all right number two apologize
all right now here's here's the
framework here of course we know that
we're not sending shipping confirmation
but we're wording it in a way as if we
did send it and they just didn't receive
it all right maybe it got lost in your
spam folder maybe you know if it got
lost in the interwebs who knows but you
know there's no one way or another
they're not going to argue it or
anything like
that so anyway right off the bat not
only you will be thanking them but now
we're apologizing that they never
received a shipping confirmation and
affirming to them that it has been
shipped already all right so will
winning points right away with any
customer because we're disarming them
we're getting on their side we're doing
what we need to do to assure them that
that we are appreciative of them as a
customer we apologize that they didn't
get a shipping confirmation but the
order has been shipped okay and then we
go into a little bit of an explanation
here this whole sentence right here is
for two sentences is how I frame and
prepare people for the fact that when
they go to USPS they're going to see
that it's coming from China
all right everybody always wonders about
this how am I going to tell my customers
aren't they going to know it's coming
from China blah blah blah blah blah all
right so this is the way that I frame
that and this has been working
absolutely 100%
well budgeting 99.8% beautifully because
every now and then you know one out of
500 customers may complain and say oh
it's coming from China you know or just
make some kind of snotty comment about
it coming from China right it's
unavoidable there are going to be some
people like that and when that happen I
usually ignore it in the beginning I
used to get all fired up and write them
back a personal email like all you know
get all kinds of stuff and they kind of
school them on the fact that all
products come from China it's just you
know whether or not you realize it but
anyway this is what I use and I say due
to the high demand of these items which
is fulfilling them directly from our
manufacturer overseas basically kind of
just letting them know that hey we'll
back up and so we have a manufacturer
overseas and right now we're just having
a ship right from the free warehouse
which is why we inform up to three weeks
delivery on the product page this is
what vindicate you all right you told
them that it was going to be two or
three weeks because most of the people
that email you are going to email you
about this period right it's going to be
like one weekend or two weeks in and
they're going to say hey where's my
shipping hey it's been a week already
where's my
or say hey it's been two weeks right on
my hat my ID yet you know and they might
have a little bit of an attitude without
but this email works every time
alright because especially when they see
this they realize that it's their fault
for not reading it on the product page
alright so we're just very politely
informing them that we did let them know
up front of two to three weeks delivery
time and it's not our fault state and
see that all right everything is all
good it's all going at it supposed to be
our order is not behind it takes two to
three weeks and we tell people that
right away all right and then sit here
hear us tracking number which you grab
from right here so you will just grab
that and put it in right here which is
the only thing you need to do that's why
the female is so easy all you're doing
is just copying pasting the tracking
numbers right there and you know if
their name doesn't auto populate then
you have to put it in right there of
course please let me know if you have
any questions thanks and then your name
and then folded social team or whatever
your company name is I like to use this
word team because it gives the
impression of a larger company than just
one alright you just sign it your
personal thanks you know thanks miss
Peroni
and I think that it's just right me and
you know that's just me and it's um a
one-man business but if you add
something like this in bold and social
team well now they think that there's
more than just automatikally right we're
giving them the impression that there's
more than one person and this is
something that's worked very well for me
in the past as building the other
companies that I mentioned I love team
from the very beginning even when I was
just Josh and I building this and we
didn't have a team net which eventually
we did grow into having a team of over
thirty people you know up to 40 to 50 at
one point time you know even when it was
just the two of us we call ourselves as
heat we gave the impression on our
website in our emails and our marketing
we always gave the impression that we
were larger than we were not you know
trying to act like your fortune 500
company or anything but just giving
people two reassurance that this is not
fly by the seat of your pants type of
operations that we are establish we are
a team you know what we're doing all
right so all that braking
email because I want to understand the
psychology that goes into writing
something like this even though it may
seem very simple as you read it because
it's being given to you we all having to
think of it yourself it works very well
and it's going to solve 90% of your
customer service inquiries okay now the
only difference in sending this if it
has been cleared out valcon customs yet
is the sentence that we add in here
right so it says all the same stuff
however right here we have this two pair
for two sentence paragraph that says the
order is currently clearing out mountain
customs which can take a couple days
that tracking number will become rise
once it clears and gets registered in
the USPS online system all right so just
reassuring them that you know because
some people will hit you up right away
so like maybe you know a small
percentage of customers will put the
order in on Tuesday and then on Thursday
they're saying hey can I get a tracking
number head motor shift on a bus you
know and it's whatever they want a
tracking number so you'll have a
tracking number by then usually so
you'll send it to them if you don't have
one yet it will just be very simple
email to say hey is that you know that
still getting processed out of our
warehouse we have like three to five
days shipping but normally I never had
to do that usually there will be a
tracking number by the time somebody
emailed you for a tracking number and if
it hasn't cleared out from customs yet
then you just add this sentence in here
that lets them know exactly why they're
going to go to USPS and a hasn't cleared
yet
all right this need right here explains
the whole thing coming from an adventure
who is clearing up on customs which to
take a couple of days all right so all
that is good a third response item has
been shipped and delivered this happens
sometimes you know I don't know why it
actually happens more often than you
would probably think that an item will
say in here when you look at the
tracking number you'll see it when you
go to look up the order it will say
delivery and then you can take the
tracking number put it in USPS and it
will say delivered you know at this time
in this city
so this is the response I always have
for that because I don't know
you know sometimes maybe their address
was wrong right maybe they put in the
address wrong maybe the vendor messed up
maybe you messed up copying the address
over but I always use the email to get
the conversation started all right
because it showed you know you give them
a tracking number and you give them very
specific dates and time and you remind
them of the address that they gave you
in case they did mess it up because
that's not your fault all right so again
first lines always the same
your item was shipped to the address you
gave us when ordering you're just happy
and pasting that right from here it
looks like it was delivered to that
address this time and date you'll be
able to get from USPS or even just from
right here like it'll have the time and
date format when it was delivered right
here here's your USPS tracking number
please let me know if you have any
questions all right very simple
it puts see it puts it back on them if
they say hey where's my order and we say
hey we'll still remember every now and
then you'll get somebody says oh it was
delivery I didn't even realize that you
know they live with family members or
thing live in an apartment and they even
check their mail or if they live with
roommates and you know it may have been
delivered in a and realize it every now
and then you'll the assembly that says
well I never received it and you know in
that case I'll usually send another one
but I always try to resolve it before
you know I don't send another one of us
I have to ok ships but marked on
deliverable this is something that
doesn't happen often but it happens
often enough that I needed a response
for it so you'll see this in USPS if you
check it and then USPS it'll say
something like mark design deliverable
or refused by someone at that address
then this is a tough one because usually
they're going to want you to send the
item again however I always try to put
it back on there just to
again it did that gotta fix that but it
you know I always try to put it back on
them and see what they have to say that
it because they you know shift to the
address you gave us
looks like delivery was attempted on
whatever date however was marked as and
this is in brackets because you'll just
use whatever UPS utilities are call it
on deliverable or go call it refused by
someone is out address and then you give
them a tracking number so that they can
see as well we'd like to get this item
you but once it is with us TS we don't
have any control over what happens
during delivery you have any insight
into this or are you able to contact us
PS alright kind of putting it back on
them letting them know what we shift to
the order you know we shift to the
address what you know what you want from
us it was marked on deliverable or
refused now the problem is undeliverable
to be the vendors fault if they Brody is
restaurant but it could also be the
customers call as well if they gave the
address wrong or if for some reason
you'd the house they were not set up in
a way that USPS was able to deliver the
package or of course if it was refused
by someone if he addressed and it's
completely on there alright and this is
something that you'll have to you know
they're going to get that you and today
hey you know I can contact you SPF or
can I send another one and you're going
to have to deal with it and make your
best decisions there if they have a you
know did they seem genuine and they
really did receive it and they really
want the order then I will usually try
to send another one if it's on an item
that you know I'm not going to lose a
lot on because generally I try to price
my items in a way in which there's a
profit margin there obviously right so a
lot of times you can send another one
and you won't be making any money but
you won't be losing any money either and
you'll receive you having satisfied
customer alright so that's generally
trying I how I try to handle those
situations all right and then for the
last one there's actually two now I
separated these right before I notiked
that I only had five and it should be
missing item and defective item all
right so these are two situations that
you will run into
you know one thing you need to get in
your mind right now when it comes to
drop shipping is it is not going to be
perfect alright if your drop shipping
you're not in control of the quality of
the product and you're not in control of
the shipping process so you need to
understand it as you move into
high-volume drop shipping and you start
getting a lot of orders you are going to
have problems alright you're going to
have mess ups and you know most of these
vendors on Aliexpress trying to do a
good job and they will work with you to
fix it especially if you're bringing
them a lot of orders and making that
money but you just need to get it in
your mind it's not going to be perfect
alright and you need to understand not
understand but you just need to be able
to keep calm and not take it personal
and just you know customer service is
all about patience and you can't be
getting upset every time something wrong
happen you just got to move with it and
understand it's part of the process okay
when I'm doing a big month that's you
know like 60 70 thousand dollars in
sales
I know that I can probably expect
anywhere from $500 to $1,000 in possible
respond or or you know mistakes okay
that is just part of the process
sometimes the vendor will send their own
item sometimes it'll be damaged
sometimes they won't send the correct
amount if somebody ordered more than one
and you know you have to fix that and
you have to also play the side of the
customer service which is important
alright I do not try to take advantage
of my customers at all so I have a
response for missing item and a response
for defective items all right which are
the two issues that you will run into
okay so here it is again thank you for
your purchase I apologize that you
didn't receive the correct order of item
you know whatever that item mean there's
s+ practike that is you take on our part
and I'm going to correct it for you
first we will have a new item shipped to
you again filling it in whatever it is
they're missing and second or months are
going to refund your shipping cost for
the inconvenience I apologize again for
the error please let me know if there's
anything else I can do to help Thanks
and then your signature all right so
basically you can now you don't charge
shipping you can figure out what you
want
give them here you can refund them 10%
of the cost you know or you could give
them something free as well you know
what I mean they want to get something
back all right
this works very well for the most part
because they're still going to get the
item all right but the problem is
because I'm not in control this shipping
and it's going to need to come from
China all over again and they're going
to have to wait two to three weeks to
get it it's an inconvenience all right
so I refund them something I give them
their shipping calls back because I
believe that they're you know they pay
for shipping amid and get it correct so
watch they have to pay for shipping we
got to send one again they're going to
get their forward or incomplete but
they're going to get some money back as
well and that makes people happy or it
may not be around money may only be 5
bucks or something that they're shipping
was but they like to get something back
that's what it's more about it's more
about giving something back so that they
know that you appreciate them and you're
owning up to the mistake and you're
going to correct it all right and
obviously the quicker you get back to
them is better if you have somebody send
in a complaint about getting you know
they order two items and they only got
one and you get back to them within the
hour telling them they're getting your
refund on their shipping and you're
sending them a new item you're going to
have a happy customer or and I tell you
that from experience you're turning a
bad situation into a positive situation
because you're dealing with it you're
practiking upfront business and you're
not trying to hold anything over on them
alright and then I refund them the
shipping immediately as soon as I send
this email I week or sometimes even
before I'll refund them the shipping
cost or whatever that items was alright
and usually I'll get it thank you back
or you know something like that
okay defective item is basically synced
basically the same thing just reworded
for defective item okay thank you for
your purchase I apologize that the item
you received was problem you know
whatever they said sometimes we'll say
oh you know the garments in my
state was seen you know this was
something that's like a toy type of item
in my state was broken you know whatever
was maybe was packed poorly and if those
jewelry and something was loose or it
was it was always damaged you know he
was just trying to reiterate the problem
there
I want you to know that quality is
important to us and we are going to
resolve this for you
first we will have a new item shipped to
you and second I'm also going to refund
shipping call pretty convenient I
apologize again for the error please let
me know if there's anything I see would
help alright now here's the deal you
don't have to go order a brand new item
and pay for it again alright when you
come back to Holly Express to that
vendor you're going to come right back
to that same order you're going to come
down here to the note and you're going
to say whatever the problem was I always
take a screenshot of the email as well
so they know that you know it's because
you're dropshipping right so you're
asking on behalf of customer in this
situation so if somebody sends an email
and it says hi you know I ordered 3
items which you only sent me to I take a
quick screenshot of that I come here I
upload this screenshot at the photo and
I said hey you know customer only
receive two items we ordered three can
you please send another you know or
whatever the situation is a customer
said the item they received was damaged
or defective can you please send another
and you know generally if you're working
with a good vendor and yes they're going
to do that okay they're going to they're
going to send them another you'll get
another tracking number and you know
that way you're not paying for the items
again all you're doing is refunding your
shipping and the vendor is eating the
cost of the new item because it's their
fault it's not your fault unless it is
your fault if it is your fault where say
you know customer ordered 3 items and
you accidentally go back to check the
order and see you in order to believe me
it happened it's happened to me it's
happened with my bas you know when you
are doing high volume amounts of orders
it's just a mistake that can happen that
one's on you you're going to have to go
back and border it but again it's not
like you are losing money because they
tape we're creating your work to write
so yours going back and ordering it and
you lose the shipping cost because of
the mistake alright but always be
upfront and fair with your customers ok
don't be one of these drop shipping
companies out there you see you know
these companies aren't you see their
pages on Facebook where it's just
nothing but complaints and people just
complaining about no customer service
and
you know not getting responses and not
getting your items replaced like that's
just and business we're not in the
business to take advantage of our
customers all right we're just in the
business to take advantage of the
arbitrage system where we can make money
on products in our art but we still have
to handle the customer service you still
got to make sure people get taken care
of at the end of the day and that's
going to bring you good karma and you're
going to get happy customers and you're
going to make a lot of sales all right
so I think that's really it for the i/o
last thing if the vendor happens to
respond you may be thinking this or
maybe you'll even run into this if the
vendor happens the respond might say
it's a defective item or a broken item
I've had this before or say it with the
color I'll you know man they sent the
wrong color right and they say can you
vendor set can you send us a picture
then all you have to do is go back here
to the customer and you know follow up
to this email and say hey we're going to
get that new item sent to you and just
say something like you know I just found
out from my quality control team that we
need to picture in order the document is
properly alright can you please send a
picture of the other than you receive
thank you very much all right and the
customer will send a photo because again
it's all in how you frame it people get
so hung up on the drop shipping thing
because they think of it as if they're
trying to take advantage or they think
of it as if they're you know like
they're trying to cool something overall
people all you got to do is word things
in the right way frame things in the
right the right words and you're always
going to be fine all right everything
can be explained everything can be fixed
the only real challenge we're dealing
with here is the two of three week
shipping times okay the only real
challenge we're dealing with other than
that everything is good to go and we're
letting people know about the shipping
time upfront it's not our fault if they
don't read it or not so this whole
business model works all right now in
closing what I want to tok about that's
the customer service side of it all
right and I think that that should have
you guys ready to go you're going to get
all six of these templates and with
these templates you can handle just
about any single
like I said 99% of issues that come your
way are going to be handled by these
templates and the beautiful thing about
them is you can hand these templates off
to anybody on your team and they make it
very very brain-dead simple to handle
these problems in a way that's going to
keep your business or any efficiently
alright at the same time you will
sometimes get people that have personal
questions or you know they may complain
or something like that and you just
remember everything always comes down to
the ladies all right read the book how
to win friends and influence people by
Dale Carnegie you always want to
apologize you always want to thank them
and you always want to accept
responsibility for the error when you do
that you are always just about always I
don't know if I've ever run into a
situation where you're not and I'm
toking about having dealt with furious
people before not in dropshipping but in
other customer service issues but when
you do that when you thank them when you
apologize when you own up to it and you
come from a place of admitting you were
wrong and wanting to fix it you are
always going to fix the situation all
right
nobody is going to argue with somebody
who's apologizing and thanking them and
saying I'm going to do whatever I can
fix this for you or get it right all
right so always do right by your
customers always come from that
perspective and you're going to be fine
in this business regardless if you're
drop shipping or not the only difference
with drop shipping is you have to kind
of have a reason and have a framework
set up for how you're explaining your
business model and your shipping time
and the way that I do it is always use
the reason due to high demand or you
know due to the custom nature of this
handcrafted item or I've seen other
companies say you know due to the
uniqueness of this item work sorting as
we sort our stuff from all around the
world however you want to but you have
to have some kind of little backstory as
to why here's two to three weeks
shipping time all right because they're
going to know there's no hiding with the
items coming from a different country so
you just want to prepare them for that
and frame it ahead of time and you can
use my system to do it it works
beautifully or you can come up with your
own reasons as well there's other ways
that you could frame that okay so the
last part of
customer service is going to actually be
on your fan pages are a fan page
moderation alright so let me bring up
the fan page alright so we have our post
up here for the Wii Sox and fanpage
moderation czar or moderation is a
pretty simple process alright you just
need to be on top of it and this is
something that I still take care of
myself because you can do it right from
your phone if you're unfamiliar with the
page pages manager apps you can install
that on your smart phone and it lets you
look at all of your pages right from
your phone and go through and look at
the comments and I take usually about so
I'm you know I have a lot of pages at
this point so it takes me about 20
minutes but I'll usually go through like
sometime in the evening every day and
just go through a checkout and fresh
comments on my page all right now you
can outsource that as well but me
personally I don't mind doing it takes
20 minutes of my time to go through and
manage my pages in order to live on life
of making thousands of dollars I can do
that from anywhere even when I was
traveling through York I was always able
to find some type of internet cafe or
you know Wi-Fi at the house where once a
day I could go and spend 20 minutes
sniffing a coffee or you know just doing
whatever and check my fan pages to go
through a check comments all right now
of course eventually it's something that
you'll outsource and I will outsource
and 12 but for now you know I don't mind
doing it myself because it's easy so
anyway
really what it's all about is just
keeping an eye on it you want to go
through and like the comments with
people that say you know positive things
I don't like comments people just
tagging people but as you can see really
any comment here where people said I
have this or please get me some or yep
you know we have to get like these are
types of comments that I will go through
in life as the page so that you know if
you people can see that you are engaging
all right if somebody asks a question
you want to go warm air and reply and
and answer the question you'll see some
pages where they drop a link no matter
what every single
we provide during here dropping a link
saying hey you can work here I don't do
that you know I started out doing that
it gets to be very time-consuming again
that's where it you have somebody
outsource you can have them do that but
in my opinion it also was kind of
spamming as well because when somebody
else is coming to this post and looking
at it they're going to see that the page
single you know went through and spammed
every single comment and with a link
instead order here some people you know
maybe it increases conversions a little
bit maybe not I don't know I don't have
any real evidence or poop to confirm one
way or the other
and I have tested it but generally
people who are going to order or going
to order all right if they ask a
question you say where can i order well
then yeah absolutely or they say I love
this I need to order you know then yeah
absolutely drop chocolate link in the
comments as a reply but for people like
this yes I would I would probably you
know I'm not going to put a comment in
there I'm just going to like I'm just
going to like what they said and let
them do their bit okay
now the big one is that you want to look
at our for my comments like this knock
off now that's not necessarily a
terrible comment but you get haters no
matter what part of running Facebook ads
and in the beginning are escalated again
I understand what it's like because
you're running that and even though
you're writing it from a page and people
don't know who you are you almost take
it kind of personally but you'll get
over that quickly because you're going
to realize them whereas run the more
people you reach the more haters you're
going to find out there the more chose
you're going to find out there as people
is negative and say all kinds of stuff
so I've gotten to a very very simple
point in my business where anybody that
says something I don't like I could stay
in and delete the comments all right so
you've and the user so that they'll
never see your eyes again or see your
page again and you delete the comments
all right and this is something that has
kept my my feedbacks for very high
because you're getting rid of a person
before they any chance to complain or
you know if they see your ad again in
like Gortat or whatever they might do
because you don't want them basically I
don't people get all
I just didn't need Shopify groups all
the time people it oh I had a negative
comment how do I deal with this oh my
god what should I do
you know like just being and delete that
person like it doesn't matter so when
you come through if you do it on your
boat it's super easy all you do is just
press and hold on the comment and it'll
give you an option that says ban and
delete that's what the option actually
is Facebook does not care first of all
get that in your head right now
I have banned and deleted country if not
thousands of comments over the past six
months on ads I've been running and it
has not affected one single percent the
amount of money that I make or the
deliverability of my ads all right
there's so many myths out there that
people buy into from other people they
bought into the myths from other people
that bought into the myths and these
mistress you can pass around and they
have absolutely no basis in fact at all
all right this is one of them damming
and deleting people from your page does
not do anything if your right to do it
as page owner so what I'm going to do
here is simply first one so again when
you do it for your own it's easy you're
just going to press and hold on the
comment and an option will come up it
says family all right but when you do it
on your computer you have to come over
here and first and hide the comment and
then it will give you these options okay
so the order you want to do it in is you
hide the comment then you Dan the person
then you delete the comment alright and
now that's gone all right now that
person you're doing them in an image
first of course service first of all
they don't like yourself they don't want
to see it banner from the page so they
never have to see it again
otherwise they may see your ID again and
it may piss them off a little bit you
know and you're deleting the comment of
course because it's your right to delete
the comment I only want positive
comments online coach right and it's my
coach so I have that right so I delete
every negative comment and I ban every
negative person and if you're not doing
the same then you're just crazy honestly
I don't know why you wouldn't be out on
the life some people out there allow
these comments to be on their post it
just makes it look that now that I can
tell you that I've notiked the direct
effect in my conversion device forget
about those for a while and I start
getting a lot of game on it then I will
note
they'll start to go down people think
that stuff they look at the comments and
it influences them socially alright
many people out there are right sheep
and they're going to be influenced by
what they see
however if I'm going through and I'm
keeping my folks very clean and I'm
keeping nothing but positive on there
are people that enjoy it and want it and
you know support it then I see my
converting doing much better as opposed
to not all right so that's the way a
very simple page moderation
you know Gannon delete now you can set
up a new pages you know there's ways to
set up for words that you can moderate
like if you come to setting where is it
there's a profanity filter and page
moderation all right so you can come in
here now in my experience I found that
these don't necessarily work all that
well
but it doesn't hurt you to do it if you
want to come in here and grab a list of
words by China you know and just be
creative China not all scam shipping you
know and just take like all the most
common work that you would think of that
people would say in comments and put
them in here and what this will do or
what it's supposed to do is it will
automatikally filter any posts with
those words and hide those posts so this
post won't be visible to anybody just
put the person who posted it all right
so that's one way that you can do it you
know other than that keep my stuff
really simple I keep my reviews off I
let people publishers page they long if
I notike they publish something stupid
I'll just delete it in them comments
rank my most recent and that's basically
what I do there so believe me save
yourself the headache don't buy into the
myths out there of you know many people
is like some kind of something that's
going to hurt your page it's absolutely
not helps you keep your post Queen and
it also does the service of people that
don't like it anyway obviously because
they're haters they don't need to see it
they don't need to be part of it so get
rid of them make sure they never see
your eyes again all right and that's
really where I'm going to finish
everything with all this that's in an
overlook go fulfill in your orders
customer service and pH moderation I
hope that you found this valuable and
remember to keep it simple take care of
people avoid the negativity be patient
when it comes to customer service and
you're going to be just fine in this
business model it all comes down the
words and framework and how you how you
treat people basically they just want to
get an answer they just you know when it
comes to customer service they just want
to get an answer they want to know
they're being taken care of and listened
to it hurts and if you do that then
you're going to be be great but don't
try to deal with the haters don't try to
argue on your own posts or anything like
that that's a trap it is never going to
work for you that's always a losing
battle if you're trying to get any
to Republic argument with somebody on
your coast where if you're trying to
defend yourself to then delete that
person it's much easier if you were
never going to turn them into a customer
anyway so it's just the best solution in
my opinion that way you can focus on the
people that do like your stuff and focus
on taking care of your customers and
actually gaining new customers and
avoiding the negativity if you have any
questions comments feedback thoughts
feel free to drop it in the comments as
always below and otherwise I will see
you in the next video till then have an
amazing day