Online Retailer Limited Overview

Hence, for the success of e-commerce, trust is considered as one of the most crucial prerequisites (Hsu et al., 2016). Furthermore, base warranty, which is an after-sales service, is not only an obligatory condition by law but also a means to enhance competitiveness for businesses (Li et al., 2014). Such warranties provide opportunities to maintain and build a longer relationship with customers (Rezapour et al., 2016). For products based on increasingly sophisticated technologies, after-sale service (e.g., repairing) is becoming increasingly important . Buyers often take it for granted and consider it as part of product offerings and it is commonly part of the retail price . Thus, consumers’ valuation of a product can be enhanced using such offerings in order to build the customer-retailer relationship and the product’s perceived value .

Across Europe, the impact of Covid-19 has caused step-changes in the proportion of online sales. According to new research byAlvarez & Marsal (A&M), by 2025, over 20% of bricks-and-mortar retail sales are expected to shift online, across Europe. The UK is expected to be the most deeply penetrated market on this basis, with 33.5% of sales expected to occur online by 2025. The main element of risk that online retailers face is in relation to Products Liability insurance.

If you sell goods online, you need online business insurance to keep you and your products protected. Even if you run your business from home, it doesn’t mean you’re covered by an existing home insurance policy. Make sure you’ve got everything covered in case the worst was to happen. Public liability insurance covers any accidental injury or damage said to be your fault if you go out and about on business, or people visit you.

Both customer satisfaction and trust, as indicators of relationship quality, further mediate the links between product return, exchange, and maintenance services and online customer repurchase intention. In addition, differences between male and female customers were found in various aspects of’ product return, exchange, and maintenance services. Finally, this research provides theoretical and managerial implications based on conceptual and empirical evidence.

Online sales in the UK, Germany, France, Netherlands, Italy and Spain rose by an average of 31.1% in 2020 and 14.0% in 2021. Exchange service provides online retailers one more chance to interact with customers (Han et al., 2017). Customer exchange decisions may stem from an issue with the product itself, the degree of brand matching, or the level of compatibility among the products to be replaced . Therefore, the consumer could opt to buy a different product/or one with the same, lower, or higher value after interacting with the retailer (Han et al., 2017). Estimating a ‘Pandemic Effect’ on online retailing is an almost impossible job.