Customer Care

Taking your ecommerce operations international means replicating all of the positive aspects of the U.S. customer experience. International consumers want access to your products and brand – but they also want assurances about your customer care and returns policies.

Retailers selling online internationally will always aspire to the happy path – where everything goes according to plan - but what if it doesn’t? U.S retailers selling internationally need to be set up to handle matters when something goes wrong or an item needs to be returned. FiftyOne helps in this regard by minimizing the pains and complexity normally associated with international customer care and returns. We provide data points and a suite of customer service tools that enable merchants to seamlessly extend their high-quality U.S. shopping experience to international consumers – while minimizing post-purchase risk, anxiety, and returns.

Seamless & Transparent: Web-based Customer Service Tools & End-to-End Reverse Logistics

One of our key objectives at FiftyOne is to help you serve your international customers well so that you can turn them into repeat international customers. This includes post-sale and fulfillment support. To that end, FiftyOne empowers your customer care team with rich, web-based customer-service tools that provide complete transparency, enabling them to track packages, answer order-related questions, and ensure that your international customers are just as satisfied as domestic ones. These tools can be used to provide:

• Status tracking
• Information on the total cost in the local currency
• The ability to authorize returns or no-charge replacements

If your customer needs to return an item, FiftyOne manages refunds in-currency at the same exchange rate as the original order (regardless of how long has elapsed), inclusive of all duties and taxes originally applied, while also managing the entire reverse logistics process.

FiftyOne refunds your customer in his/her local currency as soon as their return is received at FiftyOne's returns facility. You’ll refund the FiftyOne credit card in U.S. dollars only when the parcel completes its return to your U.S. fulfillment center.

FiftyOne Handles Every Conceivable Fulfillment Challenge

As a leading expert in international ecommerce solutions, FiftyOne provides access to customer service playbooks that cover how to deal with every conceivable fulfillment challenge, including:

• Back orders
• Cancellations
• Post-order buyer requests
• Post-order buyer claims
• Service gestures
• Returns

Key Benefits