Former Secretary of Defense, Donald Rumsfeld, famously once described an issue regarding risk assessment that can relate to just about any industry:
“There are known knowns; there are things we know we know. We also know there are known unknowns; that is to say we know there are some things we do not know. But there are also unknown unknowns – the ones we don’t know we don’t know. It is the latter category that tend to be the difficult ones.”
When it comes to running your online store, I’m sure it’s trying to figure out the “unknown unknowns” that can sometimes keep you up at night. To help you better understand important aspects of using Gooten as your dropshipping solution, we crowd-sourced our customer support team for the most popular questions partners want to know. Hopefully this helps turn your unknowns into knowns, and makes your partnership with Gooten run even smoother.
1) How does customer support work?
We provide two types of customer support. Our Basic Support plan is our free customer support package where we only work with you. If your customers have an issue they will email you directly. You will then email us and we will work with you on the issue. Our support email is firstname.lastname@example.org.
Our paid Customer service is a fully branded white label customer support service. We set up an email using our support platform, act as your customer support department and directly answer questions from your customers. If you have questions about this please reach out to Win@gooten.com.
2) If our customer buys merchandise and he/she does not like it and wants return and refund, what is your company’s policy to us/our customer?
If a customer simply does not like the order, providing a refund would be up to your discretion. However, if the customer receives a damaged order, the wrong order or there is an issue with the product itself, we can provide a reprint at no charge.
3) When you ship out merchandise to our customers, is it 100% white labeled in our company’s store brand?
Not at first. Because we partner with multiple vendors we are unable to provide consistent white label packaging as every vendor has different processes to maintain this information. When first signing up packages are grey labeled. You will never see “Gooten” on any package but will instead see “Customer Service” or “Production Facility” on a return label. Once you hit 25K in total revenue, we allow for complete white label packaging.
4) What is your order fulfillment time? How long is delivery?
The production time for all of our products is 3-4 days with shipment on the 4th day. This production time varies for each product but products will ship on day 4. Delivery is also dependent on the product. But for standard orders 98% of orders are delivered by day 9 of shipment.
5) I use one of your competitors, but I think you have much better pricing and a much larger product line. Can I use you and your competitor together?
Yes, you are more than welcome to use Gooten and another one of our competitors as well. As long as the same product is not synced together you won’t have any production issues. However, at Gooten we have a much larger product line and lower prices than our competitors, so really, you should just go ahead and switch everything over to us. :)
6) How are you able to keep costs so low? I don’t want to provide my customers with a low quality product.
We would never want to mail your customers a product they wouldn’t be happy with. We are able to keep our prices so low because we don’t own our own production plant. We partner with some of the best manufacturers in the United States and around the world. With little overhead and no machinery, or maintenance, we pass these savings off to you. We thoroughly vet all of our vendors before bringing them on to our system and place multiple sample orders to ensure printing meets our rigorous standards.