| The electronic product you bought online five minutes | | | | identifying information so he or she cantrace the |
| ago doesn't workproperly and you're gonna fire away | | | | records. |
| an email letting that *$&$#* companyknow just what | | | | * If you have not received any information about your |
| you think of their stinking service. | | | | order after making the purchase,check to ensure that |
| Sound familiar? If so, consider this: | | | | you provided your correct email address without |
| Yes, there are dishonest merchants on the web and | | | | typoes. Manysystems are set up to send email |
| yes, some merchantsoffer dismally poor customer | | | | information automatically when you make a purchase. |
| service. Nevertheless, it's a mistake to painteverybody | | | | If you used the incorrect email address, this information |
| with the same brush. Many of the merchants that | | | | will not reach you. Other delaysin email delivery can be |
| operate onlinebusinesses are legitimate and are | | | | caused by an assortment of Internet glitches that are |
| interested in turning you into a satisfiedcustomer. | | | | beyond thecontrol of the merchant. Wait for a couple |
| However, in your role of consumer you have to give | | | | of hours before deciding there is a problem. |
| them a fighting chance. | | | | * Did you read the system requirements on the web |
| Before you fire off that email, consider the following; | | | | site before making the purchase? |
| * Have you provided the merchant with a description | | | | For example, if the web site stipulated that the product |
| of what happened when youtried to use the product? | | | | runs on Windows 98 andhigher, then the file truly won't |
| Saying "It doesn't work" provides so little | | | | work on your iMAC or on Windows 3.x. Or if the |
| informationthat the merchant has no idea what is | | | | website says you must have Acrobat Reader |
| happening and cannot advise you. Whatexactly did | | | | installed, then, the file really will not openon your system |
| you do? What specifically happened? Did you receive | | | | until you have downloaded and installed Acrobat |
| any error messages? | | | | Reader. |
| What were they? | | | | * If you are asking for a refund, did you send the |
| * Is there any chance that the problem stems from | | | | merchant the receipt or otherinformation confirming |
| your own lack of computer skills? | | | | that you actually made the purchase? After all, |
| Do you know how to use an online shopping cart, how | | | | youcouldn't walk into a store and demand a refund |
| to download files, how towork with various file formats | | | | without proof of purchase. |
| or how to install software? While many online | | | | It's no different on the Web. |
| merchantsare willing to help you as much as possible, | | | | * Is your message unnecessarily rude, crude and |
| they are not responsible for teachingyou basic | | | | hostile? Keep in mind thatthe person at the other end |
| computer skills. Moreover, many may be less than | | | | is a human being and does not enjoy being therecipient |
| patient after being blamedfor a problem that is not of | | | | of abusive email any more than you do. You increase |
| their making. | | | | your chancesof solving the problem if you send a |
| * Have you given the merchant the information | | | | courteous email that explains the problem adequately. |
| needed to trace your order? If youremail simply reads, | | | | * And here is one last thought to keep in mind. B2B |
| "I can't open the file I bought from you," the merchant | | | | (business - to - business)transactions account for the |
| doesn'tknow who you are and what you are talking | | | | highest number of online sales. If you are reading this |
| about. It makes sense to provide yourname as it | | | | article, it is likely that you have a business Internet |
| appeared on the credit card, the name of the product | | | | presence. Doesn't it make sense to give theother |
| that you bought, theemail address that you used when | | | | merchant the same benefit of the doubt that you hope |
| you made the purchase and the date when | | | | your customers will give you? |
| thepurchase occurred. The merchant needs this | | | | |