When customers make a purchase from your e-commerce store, a good rule of thumb is to send confirmation emails. Think about it: When you go to a store, you pay the cashier and immediately receive your goods and your receipt. These are physical reassurances that let you know your transaction is complete, and you can go home happy.
In the world of e-commerce, there are no immediate reassurances. Customers have to wait for their goods to come in the mail to know that their transaction is complete. Although you redirect your customers to a results page after a successfully completed transaction, this may not be enough to satisfy them. A confirmation email will give them the chance to look over their purchase one more time, and let them know that you’ve received their order request. Confirmation emails should include:
When creating your confirmation emails, keep the following tips in mind.
Another good rule of thumb is to send a second confirmation email once you’ve shipped their order. This email should remind the customer of their shipping method, the estimated arrival date, and a customs disclaimer.
As an e-commerce merchant, you have the opportunity to sell to people all over the world. International shipping means packages have to clear through customs—a process that can take up to several weeks to complete. Let your customers know that if their package has to clear through customs and that they should expect delays.
For more information about confirmation emails, read our blog post about online transaction receipts and how they can help you prevent chargebacks.