Ecomflows: What's ACTUALLY causing refund requests

And in this video, I'm going to show you why some of your customers assume you're a scam and what's actually causing the refund request that you might have in your customer service.

So my name is Gip and I'm the CEO and founder of Ecomflows where we helped over 500 dropshippers.

We're setting up effective and affordable email marketing automations.

And in today's point of discussion, we're going to talk about why customers assume that you're a scam.

We're going to talk about broken first impressions, the missing piece, visual comparison, and and I'm going to share some key insights.

So before we dive in, I want to ask you a very important question.

Of course, we all know first impressions matter.

That's why you probably wouldn't show up to a first date in Crocs, right?

And that's actually exactly the same with your customers.

It's all about broken first impressions.

Your customer receives a first email from you, but it actually looks like it was built in 2011.

So how can we fix this?

First of all, we're going to take a look at the email at the right side there we can see fonts are, all over the place, very messy layout, no clear call to action, and literally no official brand identity, to be honest.

Let's say you will receive an email like this.

You ordered something, would you be happy with it?

probably.

The answer is no.

So why do you send this email to your customers then?

So in general, the Tomov rule is if it looks cheap or if it looks rushed, it doesn't build trust.

It actually works the other way around.

It even builds some regret.

So you actually send the order confirmation, but still the whole customer experience, it's all broken.

So you send a nice order confirmation email, but still the customer feels unsure.

Why is that?

because it doesn't meet the customer's expectations.

So long story short, So what is missing?

A structured flow that guides them from purchase to delivery.

and what should be in that flow?

No post purchase follow ups ups Means rising doubt within the customer site.

and also if you don't send these customer updates, you will only receive where is my order emails which actually you don't want.

And one other very important thing in terms of trust is no proper branding means low trust.

Therefore if your email looks like the one from the previous slides, it will actually reduce the trust and, and therefore the customer opens up a dispute and therefore the chances on blocks and holds will actually be higher.

so here at the left side how it actually should be is so once someone places an order they would like to receive like a proper order confirmation and also proper flows, if they simply don't receive anything, you will only receive complaints from your customer which will eventually open up a dispute.

So in the end it's not one email that matters, it's the whole experience that it creates.

So in the end not all emails are equal.

One actually builds a trust and the other one triggers doubts.

and here I show some examples.

At the left side you can see like the previous example that we showed before.

And at the right side you can see an email marketing template that we created for one of our clients.

So let's start at the left side that we can see literally has no intro, like no hi there or no name.

Very illogical layout.

It's actually very hard to read.

Big cognitive overload, therefore it's really hard to read.

Looks like came from like Scammy plugin from like Windows XP, like from 2010.

And it also doesn't contain a proper footer.

So in the end this is what we call a low trust, email.

There at the right side you can see an email from us.

You can see it's a branded hero image and a clean design.

A very prominent call to action, even with some urgency.

Looks polished and professional according according to the brand's guidelines.

And of course it contains a, footer which includes all of the proper links, also the brand information.

So the difference between a dispute and a loyal customer.

It all starts right here in the inbox.

So what are the key insights?

A great template removes doubts.

A bad template increases doubts.

So be very mindful with what you're sending to your customers So if your first email already feels sketchy, they're already looking for the refund button.

so be very mindful what you're sending to your customers because it might open up a dispute.

So time to decrease the amount of refunds requests that you currently are receiving.

So my name is Jep Koeke and I'm the CEO and founder of Ecomflows, where we helped over 500 dropshipping clients with setting up their email marketing automations.

So I want to thank you for watching this video.

If you still have some questions left, you can just always send us an email@helloconflows IO or you can send me a WhatsApp on the number listed below.

And if you want to stay in contact, you can also follow me on X.

And I hope to welcome you soon at ecomflows.