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Why do disputes arise?
The answer to this question is not simple. Sometimes it is difficult to determine exactly where the problem occurred. A typical example is when you receive a damaged product. Was the mistake made by the manufacturer, supplier, or carrier? A dispute arises if the ordered goods or services were not delivered in the required quantity, quality, packaging, or at the agreed price.
With foreign markets come new legislation and different consumer rights compared to your home country. The risk of disputes increases especially if you run your online store on your own. This most often happens due to incorrect, misleading, incomplete, or missing product information. Furthermore, if you refuse to communicate with the customer regarding the dispute or ignore them, the customer may report you to the trade inspection authority.
Offer a Solution
No company wants to face a scenario like the one I just described, yet it often happens, especially with smaller e-shops. If you want to stay one step ahead and avoid fines or inspections from the Czech Trade Inspection Authority, it is advisable to verify the complaint and also check what the local consumer protection law stipulates. Another effective solution is to categorize complaints and establish a process for handling each type, for example by sending replacement parts or providing financial compensation.
This is exactly how larger companies and corporations handle disputes. Each type of complaint is verified by the relevant department such as logistics, master data, quality, sales, pricing, packaging, or OPS. This allows companies to identify gaps and areas that need attention. An online complaint form is also a useful tool for efficiently managing complaints. The data is available online, so its archiving can serve as evidence.
There are certain things that, as a company or an individual, you cannot arrange in the Czech Republic or Slovakia without knowledge of the local language. You may encounter difficulties when handling formal matters at offices or banks. The main problems include:
- lack of knowledge of the local language,
- lack of knowledge of local laws,
- lack of familiarity with the environment and customs in the Czech Republic and Slovakia.
If your company is currently considering how to handle disputes on the Czech or Slovak market, you should take your reputation into account. Over the years of working with Polish companies, we have seen different approaches. Some companies did not care that they had twenty negative reviews and wondered why their sales were not growing. In the Czech Republic, it is like connected vessels. When a potential customer sees that a company is not serious and cannot resolve disputes, they often turn to the competition, and a low price may not help. Moreover, if a customer buys from you and does not receive what they ordered, they may report the case to the Czech Trade Inspection Authority. In this regard, Czech consumers are well-informed and know their rights.