EASE
5. Supporting sales staff in managing complex sales
Some B2B sectors, such as industry and construction, offer high-value-added products at high prices. If your marketplace is designed to handle these types of complex sales, it is essential to establish a climate of trust and have a proactive approach: everyone needs to be reassured, sellers and buyers alike! To achieve this, you must guarantee high-quality, responsive, and efficient customer service, responding quickly to buyers' queries and guiding them towards products tailored to their needs. The solution? Set up instant messaging or a chatbot and provide an exhaustive knowledge base (troubleshooting tips, training sessions, video tutorials, valuable insights, etc. ). You can also have communication channels to share ideas.
6. Order cancellation
Like any business, after-sales service is essential, particularly in managing order cancellations and should follow the best practices. Implementing a clear refund policy that answers sellers' questions is important. When a buyer cancels an order, what happens to the funds? Are they already in the seller's bank account or on the marketplace? How can I get a quick refund? You must anticipate these questions to reassure your sellers and avoid buyer dissatisfaction.
7. Dispute management
Like the refund policy, you must establish a dispute management policy that covers all possible situations: the product sent is faulty or does not correspond to the order, delivery is late, etc. As mentioned above, the financial aspect can also be a source of disputes, particularly in the case of complex sales. Our advice: make sure the funds are blocked on the marketplace, in the seller's account, until delivery is complete and the buyer has checked that the products are in order.
PROTECT
8. Protecting sellers from fraud
In a B2B marketplace, sales are often in the 5-figure range. So, it's vital to protect sellers from fraud and scams. So, what can you do? Install robust security systems that check the information buyers share and ensure they are professionals working in a coherent sector of activity. A bespoke "buyer" KYC could also be considered: it would aim to instantly verify the buyer's identity and place of residence via a code sent to them.
9. Credit insurance
As part of the fight against fraud, credit insurance is top-rated with B2B ecommerce sellers. Why is this? Because it protects them against non-payment while reinforcing their confidence in the marketplace. By scoring the buyer, credit insurance determines the buyer's level of reliability. As a result, even when paying in instalments, the seller can be sure that the buyer will pay in full. And if they don't, the insurance company will take care of it!
SUPPORT
10. Supporting the economic development of vendors
More than just successful and effective onboarding journey, opt for sustainable, long-term onboarding by working to build the loyalty of your sales staff! To do this, it's essential to support them over the long term in the economic development of their business. How can you do this? Promoting their shop window on your marketplace or their products as part of cross-selling. You can also enable them to take advantage of the international nature of the marketplace or offer them payment solutions tailored to their business practices: deferred payment, dynamic pricing, quantity discounts, free postage, etc. In addition to these functions, overall payment management is a crucial lever. So, it's vital to enlist the support of specialist players and people.
B2B onboarding examples
B2B marketplaces face unique challenges in onboarding sellers due to complex workflows, compliance requirements, and high-value transactions. Here are a few examples of how leading B2B platforms handle seller onboarding:
- Faire: This wholesale marketplace simplifies the B2B onboarding experience by offering AI-driven recommendations for pricing and product listings, along with perfect incentive and flexible payment terms for B2B buyers.
- Ankorstore: Focuses on making onboarding quick and easy for independent brands by integrating automated KYC and instant payment solutions.
B2B onboarding software or solutions?
Choosing the right onboarding software is crucial for B2B ecommerce marketplaces looking to optimize efficiency and compliance. Various solutions exist to streamline the process, including automated KYC verification, payment integration, and customizable dashboards.
Lemonway, an expert in managing payments on marketplaces, helps you to onboard your sellers via an all-in-one solution. Complete dashboard, simplified cost, instant KYC procedures, compliance with regulations... To find out more about all our features and our smooth onboarding process for your specific needs: contact our team!