2023-12-25 15:11:15
Everyone here has a personal rating of marketplaces where they want to order more often. For example, I basically don’t have something there that everyone here knows – “purple”. The decision not to order anything there was made at the family level and I don’t regret it at all. But today is not about him.
In 2023 I made almost a hundred orders from Yandex Market, from small items to large items and gadgets. In two years, it went from a niche to one of the five largest marketplaces in the country. With all the advantages that the service has brought to me personally, I want to highlight several important disadvantages.
I hope that the leaders and managers of the service will make a decision for most of them at the chimes of the New Year. Here’s what I recommend:
1. Write clearly and transparently about the warranty on goods
If this is considered “sufficient” warranty information given the last two years, then I have bad news.
Yandex Market is comfortable in this regard. Information about warranty service for purchased goods (especially important for devices and household appliances) is located anywhere. Can be in the characteristics, in the main card, near the price tag and button Buy, and sometimes – completely absent. You need to search in 5 different places.
Moreover, the support service carefully avoids questions of this nature, promising to solve any problems that arise if contacted. Consider the story of the cheapest iPhone 15 in Russia. Personally, such ping-pong does not inspire confidence in me. Quite the contrary.
As a result, this is the main reason why I avoid taking anything more expensive than 200 “conventional units” in this service. I hope that in 2024 the Yandex marketplace will make warranty information a mandatory part of the main card and bring it to the most prominent place, especially for technically complex products. The more you know about where to go in case of breakdowns or defects after 15 days from the date of purchase, the calmer you will be about throwing the item into the cart.
2. Introduce clear consequences for sellers leaving the marketplace
Something unexpected happened, but what happens next? “When it breaks, you’ll find out”
A little less than two months ago, I made my first more or less large purchase on the Market: I bought a 3D printer for almost 120 thousand rubles.
Just a few days after delivery, the seller disappeared from the platform. To my questions about who I will now eventually have to contact regarding warranty issues and other service issues, the Market support service answered evasively: they say, if there are problems, write, and we will sort it out there.
Why did the seller disappear from the platform? Support does not disclose this information. They banned him, he left himself, he simply disappeared into nowhere – no one will tell you. Sit and hope that they will meet you halfway in case of problems. It’s good that information about the seller is at least saved in the order history. But you know, his legal address and the name of the individual entrepreneur will not make a big difference, unless in the case of preparing documents for the court.
By the way, this issue can be resolved by implementing the first point: clear and understandable terms of the guarantee for any product, including its duration, conditions and entry point for the buyer with any requests.
3. Improve logistics and order search process
You don’t have to send a rewrite of the same phrase every 4 hours. Just decide something already…
One of the strengths of Yandex Market for me personally was efficient logistics. More precisely, it seemed so to me. When other marketplaces regularly did not deliver, lost and canceled orders out of the blue, Yandex worked clearly: there is a date, on which there will be delivery to the pickup point, period. Since December, everything has changed.
More than 50% of orders placed began to arrive a day or two later. Some were canceled on the day of delivery. And one got lost. For example, a week ago I ordered three protective glasses for my son’s iPad Air. It needs to be replaced, otherwise the old one has successfully cracked and fulfilled its function. They promised to deliver it in a day. As you can already see from the screenshot above, it happened differently.
And it seems that everything can be understood here: holidays, the volume of orders is huge, everything is overloaded. But couldn’t the company have predicted that this would be the case for the New Year?
For the third day, I received letters several times a day in my email associated with Yandex Market, the content of which is always the same: “we haven’t done anything yet, but we are trying our best.” I’m ready to wait a couple more days, the overall amount is microscopic, but I need the order.
A marketplace that delays or loses orders loses trust even faster than one that behaves rudely towards the consumer, but fulfills its obligations clearly. I hope that Yandex Market will sort out the logistics and keep in force the reason why I began to use it more often than competitors. And by the next New Year, ordering there will not turn into a lottery.
4. Start private messages with sellers, available BEFORE purchase
Good luck finding out the answer to an important question. Buy it first!
In Yandex Market, communication with sellers works like this. If you want to ask a question to purchases, then this can only be done this way: write publicly in the “Questions” section in the card of a specific product. There are no “personal notes” provided – unlike, for example, AliExpress.
The results of this approach are seen regularly. There are goods lying around, including expensive ones, and the “Questions” section is either completely empty or (even more often) filled with questions from other potential buyers with few or no answers. Or, even worse, with the answers of other Market users. And they, by the way, can easily make a mistake or write complete nonsense, misleading both the questioner and those reading this thread.
Yandex has its own Messenger, built into the Market as well. Why can’t I establish contact with the seller through him? Personally, this is absolutely incomprehensible to me. Logical reason Not I don’t see introducing this functionality.
The inability to clarify information on products from sellers BEFORE, and not after, the purchase, cools the desire to purchase on Yandex Market, especially when it comes to gadgets and equipment.
5. Put things in order in product cards, and especially in names
If you enter the name of a product into the search, you may get not one, but a dozen results from different stores. For example, there are headphones that I praised in the fall – Haylou S35. We drive them in and get six superficially correct results – but all of them are different in some way. The same headphones, but slightly different spellings everywhere. For some, the color is included in the name, for others the characteristics are added… Porridge, in short.
Inside the product card, Yandex Market allows you to select offers by price and delivery conditions. But if other sellers name the product differently, the marketplace will consider the products different – and their offer simply will not appear in other cards of the same product.
If you go, for example, to the first card according to the example above, then only a part of the sellers will be displayed in it. Some flowers will not be there.
The ability of the seller to freely specify the name of the product floods the marketplace with only nominally different offers of the same products, introduces fuss and opacity of choice, and inconvenience for the buyer. There should be a system that forces the seller to either adhere to one name format or hard-code one SKU for all similar products.
One card with all the options, configurations and sellers is better than 10 different ones, which you have to run back and forth in search of suitable conditions.
P.S. Among the giants of the marketplace market in Russia, Yandex Market is the youngest. There is both the right and the opportunity to correct the above points. But there is always the possibility of things getting worse. I hope that the second option is not being considered by the company. Competitors are not asleep…
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iPhones.ru Everyone here has a personal rating of marketplaces where they want to order more often. For example, I basically don’t have something there that everyone here knows – “purple”. The decision not to order anything there was made at the family level and I don’t regret it at all. But today is not about him. In 2023, I made almost a hundred orders from Yandex Market, from little things…
Nikita Goryainov
@ngoryainov
Editor-in-Chief of iPhones.ru. Thank you for reading us. Have a question, suggestion or something interesting? Write to [email protected].
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