Frequently Asked Questions for eCommerce:

To help you to decide your criteria for your eCommerce solution, we have listed a few questions that our customers regularly ask:


Q: How does online payment work?
A: We would expect the system to run itself, including adding payment authorisation codes into the customer order details in your administration system. As such, orders are not sent to despatch until confirmation of a successful payment has been made. Naturally some payments will fail so our reminder system makes sure these are followed up and converted into successful orders.

Q: Can customers Search for the features and colours of my Products?
A: In our Silver eCommerce package we offer 3 search criteria attributes e.g. colour, size and make. For the Gold eCommerce package we can offer an extensive Search Facility on your Home page with customisable search refinements, to a maximum of 8 search options. For Bespoke customers it will depend on their requirements.

Q: How do I roll out Special Offers to my customers via email?
A: Our eCommerce websites are built to facilitate email marketing to customers. We offer 3 options to execute an emailing campaign. We can support you to write email campaigns yourself for a small numbers of clients or we can give you an export function to send details to third party. Alternatively we can run email campaigns for you. Talk to us to see what solution would suit you best, on 01865 55 60 70.

Q: How do I get paid online?
A: There are many options for accepting online payments, including: Paypal/ credit card/debit card on-line facilities, Google Checkout, World Pay. We will advise on which option will best suit your requirements.

Q: Can I have a Shopping Trolley / Basket on my site?
A: Yes, of course - this will be designed in line with your branding. Customers will be able to seamlessly update, amend, delete from or add to their baskets, and continue shopping as desired. Customers could save their order at any point of their visit to your site. Talk to us to see what we recommend to improve the user shopping experience.

Q: Will my site be able to handle exchanges, returns and credits?
A: All of these facilities are available with our Gold Package as standard and bespoke if required.
The system will allow you to process credit payments; your returns staff will be able to scan an item back and the system will automatically credit the card.

Q: Can I keep my customers updated about the status of their returns/exchanges and credits?
A: All of these facilities are available with our Gold Package as standard and bespoke if required.
As part of the credit process customers can be emailed to confirm the credit has been processed. Exchanges are normally handled as 2 separate events i.e. the credit is one event and the exchange is then fed into the system as an order. An additional function of our system is the ability to add notes in 3 places: the customer record, the order record and the item record. For example, a previous address may be in the customer record, a note about the exchange in the order record and a note about supply issues in the item record.

Q: Can my site include functionality for gift packaging and notes?
A: These facilities are available with our Gold Package as standard and bespoke if required.
Want to offer a gift wrapping service? The eCommerce solution assumes notes would be printed at despatch as part of the despatch process. Flags for extra-value options such as gift wrapping can be added to the despatch notes or we can set visual clues such as the font colour to indicate these tasks.

Q: Can I add/change Delivery charges?
A: Yes, on both Silver and Gold as well as bespoke packages. You can specify rules for postage e.g. weight. Quantity, Destination (UK, Europe or Rest of the World, etc.) You'd be amazed at some of the pricing and postage matrixes we have built to handle clients' requirements, there's not been anything we can't do so far and we've been going since 1999.

Q: Can my site integrate with credit card clearance and transaction agencies?
A: These facilities are available with our Gold Package as standard and bespoke if required.
We build the system to effectively run itself, from adding payment authorisation codes into the customer order details on the database to letting the driver know where to find the house. As such, orders would not be sent to despatch until confirmation of a successful payment had been made. Naturally payments will sometimes fail. We would expect to liaise with these third parties where technical problems occur, but for day-to-day issues such as card failures we would not wish to be involved.

Q: Can I secure myself against online fraud?
A: There are a number of ways to minimise online fraud. We explain who needs to do what and most importantly what you need to be aware of.

Q: What happens if I want to offer a search facility for more than 8 criteria?
A: You will be looking at the bespoke option. Our process highlights all functionality required and builds them into the design and architecture.

Q: Can I run special promotions with code inserts?
A: Yes, we can advise on various approaches to marketing.

Q: Can you offer to build sites in different languages if I need to go global?
A: Yes although we don't have translation skills in-house.