Dos-and-donts-for-cross-border-E-commerce-solution

PFSweb’sEnd2EndeCommerce®Solutions®2012PFSwebEurope│’snext?1.E-commercePlatformAne-Commerceplatformneedstocomplywithinternationalneeds&requirements-USInhouse:«homemade»-USasavendor?-SMEversusEnterprise?-PanEuropean/Localization-Global-TermsandConditions-Visibilityondeliveryoptions&returns-Periodofwithdrawal-Privacy&Safeharbor-ConsumerprotectionlawEUversusUS-EUregulationvs.domesticexecution-Next:cookies??2.Legal(1)Therearesimplethingsthatneedtobecoveredwhenrunningan(international)e-shop.Forexample:-Regulationaroundproductcharacteristics-Ageverification-Hazmat-VATratesforbabiesvs.otherproducts-Invoicingrequirements(Seq.Numbering/country)2.Legal(2)Andotherspecifications:-Batchvs.realtimeAPIs-Frontofficetobackvs.backtoback-Customizationvs.standardintegration-Onepartnervs.multiplepartners-Filters…!3.IT/systemsintegration4.Fraud%RevenueLosttoOnlineFraudSourceCyberSource-Nowweareusingacombinationoftoolsfrompaymentserviceproviders&internaltoolsthatreducedrasticallythenumberoffraud5.OnlinePayments-USpaymentproviderversusEuropean-Activationbasedvs.Development-Variouspaymentmethodsvs.riskExample:O’Neillavailablepaymentmethodsin2011BE,GBAT,DENLBE,GBAT,BE,DK,DE,FR,IT,NL,SP&UKAT,BE,DK,DE,FR,IT,NL,SP&UKAT,BE,DK,DE,FR,IT,NL,SP&UKExample:O’NeillpaymentmethodsinGermany-End2009:IntroductionofanewpaymentmethodBankwiring-2009–2010:Increasingofordersvolume(+108%)5.OnlinePayments-Youcanofferalotofpaymentmethods/countrybutyouneedtochoosetherightones,notallarerequired-Byofferingcreditcardsonly(VISA,Mastercard,AMEX)youwillmissforsurerevenueopportunities-Onthecontrary,addingapaymentmethodlikeELVcanbedangerousbecauseitisadirectdebitcardwithhigherassociatedrisk-Somepaymentmethodsalsorequiremoremanualworkontheback-office-Conversion:A-Btesting5.OnlinePayments6.Fulfillment-Standardpick-pack-shipoperationsvs.highlycustomizedonlinebuyingexperience(engraving,specialwrapping,giftcardmessage)-Sameexperienceasinretail(increasedexpectationsbybothconsumerandbrand)-“Hidingofbrandsontheoutside”7.Transportation&Returns-B2Bvs.B2C-Customerexpectationsbycountry(door-to-door,postal,droppoint,timewindowdelivery)-Cost-Leadtime-Pricingstrategy-Isolateddestinations(remoteareas)linkedtobusinessindustry-Costofreturns(itisallaboutconvenience!)8.CustomerContactCenter-Veryhighexpectationsfromluxurysectorcompanies-Openinghours-Speciallanguages-Dedicatedvs.Shared-Nativevs.Nonnative-Level1vs.Level2–3-Brandrepresentation-IntegrationwithCRMandofflineworld9.IMS-BudgetforIMSismandatory-Qualitydatabase/uniqueCRM-Attracting-converting-nurturing10.NextSteps…Sometrends:-International/globalisation(US,Europe,Asia…)-Mobile/Tablet-Cross&MultiChannel-…®2012PFSwebEurope│@boothS30Formoreinformationaboutwhatwecandoforyou….