Analysis of E-commerce Purchasing Practices and Policies

The assignment investigates the effectiveness of online purchasing as a method for acquiring goods and services, especially when customers cannot visit physical stores. It emphasizes the advantages of using e-commerce platforms to save time and costs compared to offline shopping. The analysis includes various products purchased through e-commerce like recyclable paper, high-gloss paper, and ink cartridges. Recommendations are made for organizations to enhance user-friendliness and provide guidance on their websites. Additionally, it examines key organizational policies such as delivery, refund, and return policies, emphasizing the importance of customer agreement with terms at purchase time. The assignment concludes by highlighting the significance of feedback in meeting customer needs, improving services, measuring satisfaction, enhancing retention, and informing business decisions.

BSBITU305 Assessment 2 -
Scenario

Table of Contents
Answer 1..........................................................................................................................................1
Answer 2..........................................................................................................................................1
Answer 3..........................................................................................................................................2

Answer 1
It is being known that online purchasing is the effective way of purchasing good and
services. When the customer is not able to visit the store, then online ordering is one of the good
way to order the products and services. Or when the customers have no time to spent it by
visiting the outlet then he or she has option to but the products and services from the online
website or portal of the organisation. These all the activities are being conducted with the help of
e-commerce website. There are different products have been purchase by the customers with the
help of e-commerce website that are 12 boxes of recyclable paper, 5 reams of high gloss paper,
15 boxes of non-recyclable paper, 2 x black ink print cartridges to suit the Epson WorkForce etc.
It was very great experience for the customers in order to purchase these products. It helps him
or her to reduce the wastage of time and cost which will take to purchase goods from the offline
store. The recommendation would be given is that organisation should make their application
and website more user friendly so that customers can easily but the products and services of the
customers. Other than that firm should provide guidance by which customers can use their
application and website easily.
Answer 2
There are different terms and policies that are being given by the organisation for the online
purchase of products and services such as deliver policy, refund policy etc. the different polices
of the venture are as follows:
Deliver policy: The goods which is being purchased by the customers will be delivered within
10 to 15 working days and If it is not delivered then customers need to inform the organisation
on immediately basis so that strict action can be taken against it
Refund policy: If the customers do not like the product or it is not as per the specification given
under the product or any other reason, then he or she has right to return the goods and services
which is being brought by him or her. But the customers need to provide the genuine reason that
why he or she is returning the product.
Return Policy: If the product is being return than the return amount will be given back to the
customers with in 5 working days. If the customers do nor receive it then he or she should
inform the organisation immediately.
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When the customers have purchased the product, he or she has read all the terms and
policy. With that he or she has agreed and satisfied with the same. When the products are
received by the customers at that time he agreed that the products have been received as per the
online terms
Answer 3
The best strategy or method by which organisation ensure that their products or services
are meeting the customer needs and requirement is providing the feedback. Feedback or review
is an important element that helps to analyse and identify the satisfaction level of a consumer in
consuming a product or service. In order to identify the product's satisfaction level or public
acceptance it is important to focus on the feedbacks. Feedback also helps in measuring brand
value within a market or industry. It is very necessary for the organisation to collect the feedback
from the customers. With the help of feedback, organisation can collect all the information about
the customers weather it is negative or positive. There are various benefits of customer
feedbacks which are as described below -
 It helps to improve a service or product
 It provides the best way to measure customer satisfaction
 It offers actionable insight in order to develop a better customer experience
 Helps in improving customer retention
 It helps in providing tangible data or information which can be used in making effective
organisational decisions.
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REFERENCES
Books and Journal
Morosan, C. and Bowen, J. T., 2017. Analytic perspectives on online purchasing in hotels: a
review of literature and research directions. International Journal of Contemporary
Hospitality Management, (just-accepted), pp.00-00.
Tonnison, W. and Tonnison, J.I., 2017. Online e-commerce and networking system with user-
participated advertisements, joint online purchasing and dynamic user interactions. U.S.
Patent Application 15/666,669.
Wu, W. Y. and Rivas, A. A. A., 2017. How e-servicescapes affect customer online shopping
intention: the moderating effects of gender and online purchasing experience. Information
Systems and e-Business Management. 15(3). pp.689-715.
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