I can understand your/their concern. Since each and every ECA is his own entity then the responsibility falls there. And SFI/TC can do little to Guarantee appropriate service on the part of the ECA. And sometimes because an ECA is not the primary business of the owner, even ECAs with integrity can fail to serve with distinction.
But there are a couple of failsafes in place.
One has been mentioned many time and works very similar to Etsy or ebay and that is the Ranking of an ECA.
Another, again like Etsy and Ebay is customer feedback.
One I really like and use often to encourage both ECAs to join TC and Customers to feel safe is that TripleClicks receives the money and holds it in escrow until the product is shipped. Often on a first sale from an ECA (needs to accumulate 20.00 in sales for first release), or sales from non-ECAs they hold the money longer to make sure their is no negative feedback from the customer.
This action protects both the seller and the buyer. If the product is paid for with payment means that take time to process and order is not even issued until the money clears. This protects the seller.
If the service or product is unsatisfactory TC has the money to refund it. This protects buyer.
Two things that were frustrating, but right:
1. I had an ECA that got busy with other work. They made a sale from their ECA but they were traveling. The buyer received no word about the sale. They tried contacting the seller but unsuccessfully, so they turned to TC. TC tried to contact the seller, again unsuccessful. So they refunded all the money to the buyer and suspended the ECA.
This was frustrating to me as the ECA sponsor and to the ECA, but honestly it was the right thing to do. Today that same ECA is open and running very well.
2. I have 3 children, married with children all living in the USA. I Love TC to buy them Holiday or Birthday gifts. I usually use ECAs that ship from the US, but not always. One of the first times I did this the product was not delivered and one of my Daughters went without a Christmas gift that year. Very frustrating. But the ECA was very professional, they contacted me first. They drop ship the product so they cannot control inventory. They explained this and had received assurances the product would ship. The shipper delayed and the person refunded me the entire cost.
I felt they did all they could and they communicated well, but no Christmas present was a little frustrating.
What I do now is contact ECAs before I purchase, especially time sensitive items. If they are slow to respond, I move on. But if they respond quickly, I will work with them. When I find a good ECA I add them to my "stable of Race horses", and I frequent that ECA month in and month out.
So it pays to serve your customers well.
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I can understand your/their concern. Since each and every ECA is his own entity then the responsibility falls there. And SFI/TC can do little to Guarantee appropriate service on the part of the ECA. And sometimes because an ECA is not the primary business of the owner, even ECAs with integrity can fail to serve with distinction.
But there are a couple of failsafes in place.
One has been mentioned many time and works very similar to Etsy or ebay and that is the Ranking of an
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