They abuse us, but we are joyful! 😁
Finally, we have a nice traction. Every month, more than 1000 belongings are processed through SelpMe. CAC is decreasing, GMV is growing! Somehow everything is going well, so let’s change it! 🙃
Just kidding! In fact, we began to delicately, sometimes with swearing, highlight the weakness of the current business process, namely:
-“Why the f#ck didn't you pick up my parcel?” asks us our customer Tatiana from Lviv.
According to the terms of use, we reserved the right to refuse to receive a parcel with goods that did not meet certain criteria because we could not sell it (we describe this on the website, in the chat-bot, and in the TOU). However, some customers want to send exactly what they want…
-Okay, we heard you. Now we take every parcel! 🫡
We have also made a few changes to avoid overloading our partners who process and sell goods.
-We process only those items that have been selected for sale (previously we processed all items)
-Items that were not selected for sale are automatically sent to charity/recycling/recycling
-It is impossible to return any items
One way ticket 📦👋
I hope these steps will:
-decrease the negative feedback about our refusals of parcels (to be honest, I understand the customers, because what a “thrill” it is to carry your things back and forth, and even pay for it).
-bring us customers who are 100% ready to get rid of their unnecessary belongings.
-make the customer's expectations realistic (we additionally indicated that just 50% to 30% of the belongings will go on sale)
We have already launched this updated service and feel the reduction in orders. I hope that over time, we will balance this outflow by reducing our commission rate due to the simplification of the processing part for partners.
We are also working on reducing the cost of delivery and launching a service to sell more valuable items with maximum control over the process, but more on that another time...
Keep in touch and unclutter the world ♻️🤘