Hello Online Beauty Bosses!  As more traffic goes through your online store you may have customers reach out to you asking for help.  Some issues are easy to figure out while others may be trickier.   In either situation knowing the in’s & out of your online store from Customer Experience to the complete Transaction Process can be very helpful when you’re trying to help your customer navigate through the hurdle that keeps them from placing their order.  But as you may already know, this isn’t always easy, especially when the customer is at the height of frustration and isn’t really communicating the problem they're having.

With several years selling Avon online, I’ve had my share of customers asking for help. But it wasn’t until recently when two customers reached out to me that it reminded me how these years of experience and being familiar with my online store has been beneficial.  Had I not been familiar with the online process those customers may not have completed their transaction!  

So I thought sharing these two situations as well as other common dilemmas that come up might be helpful.

Online Dilemma #1:
Avon Order Is Undeliverable?

Real Customer Email:

"UPS said they can’t find my address and need my signature.  No one should have to sign.  Now they want to charge.  I am not sure why there is an issue as I’ve never had issues with deliveries before.”

My Reply:

Hi Pamela, I don’t think this is an Avon related issue. Your order is still processing and hasn’t been shipped yet. Make sure the notification you received is not a scam/phishing email or text. Once an order is  submitted Avon /UPS would not be charging you an additional fee to deliver the order.

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I had to stop and think for a minute. It was odd that UPS contacted her and wanted to charge an additional fee, and after pulling up her order and seeing it was still processing and not out for delivery it was only obvious this was a scam. The timing was just a coincidence.

Online Dilemma #2:
"Place Order" Button Doesn't Work


Real Customer Email:

“When I try to submit my order it has a (?) explanation next to free shipping and it won’t let me Summit the order. The button doesn't work?”

My Reply:

Hi Sophia, The pink question mark by the free shipping is always there. If clicked it only shows Avon’s shipping fees. So, the only thing I can think of is if you have your credit card saved to your account you may need to re-enter the CVV (security) code. Go ahead and try clicking the credit card info and enter the CVV to see if that then allows you to submit.

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That was it! All she had to do was enter her credit card's CVV number. Avon’ doesn’t save that info for security reasons so it needs to be re-entered every time customers place an order. This isn’t obvious though because if the card is saved the payment info isn't displayed unless this section is clicked to view the info.

Online Dilemma #3:
Brochure Price or Everyday Free Shipping doesn't appear in cart.


Real Customer Email:

I have ordered before and am trying to order. Although it says free shipping, it is charging me and I’m not getting the sale price!”

My Reply:

Hi Kathy, There might be two reasons you aren’t seeing the sale price and Free Shipping applied.

1) Make sure you’re at my Avon Rep website. If you’re not shopping with a representative, free shipping will not be applied regardless if the order is $60+. You’ll know you’re at my site if you see my picture and name at the end of the url example: https://www.avon.com/?rep=diannehernandez To make sure you’re shopping at my Rep Site just click the link above.

2) If you are shopping at my Avon site and still don’t see the free shipping applied to your order then make sure you’re logged into your customer account and then view your shopping cart. You should now see the sale price and the free shipping applied.

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Technically, when a customer visits our online store they should see the sale prices and free shipping applied regardless of being logged in.

But sometimes this doesn’t happen due to a technical issue where the cookie is being dropped (per Avon’s IT Dept). When the customer logs in then that should resolve the issue.

Online Dilemma #4:
Avon Promo Code Not Working


Real Customer Email:

“The App screwed me and wouldn’t let me get the free shipping with the SHIPDAY25 code. You still want to charge me $8 for shipping on my order of 2 Black Suede!!  I’m a regular customer too!!”

My Reply:

Hi Jerry, sorry to hear you’re having trouble.  There are a couple things you might want to try.

1)  Make sure you log into your Avon account first then click the “Shopping Bag” icon to enter the Free Shipping promo code: SHIPDAY25    If you bypass this step and go straight to “Check Out" there won’t be a promo code box to enter the code and it won’t be applied.

2)   Instead of using the Avon App.  Visit Avon on either your mobile browser or use your computer browser.  You can  visit my personal link to shop the Black  Suede  cologne https://www.avon.com/search/result/products/black%20suede?rep=diannehernandez.

If you log into your customer account you may already have the items in your Avon shopping cart.  
You still have time, the code doesn't expire until later tonight at 11:59 pacific time.

I hope this helps.  Good Luck!!

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Customer was able to place their order with Free Shipping. Always provide the product page link to assure your customer is shopping at your store!

How To Navigate Online Customer Experiences and Transactions like a Pro!

If you're new to your online store or you've been with Avon for a while but haven’t really done much with it, then here are some tips on how you can become more familiar with the customer online experience and process.

  1. 1
    Create your own customer account by using a different email address than the one you use for your Avon Representative account.  You can use any free email address to do this. When logged in as a customer you’ll notice some pages look a bit different compared to our Rep side. 
  2. 2
    As you're creating your own customer account pay attention to the steps taken. You can take screen shots for reference later.  And remember when asked for the authentication code make sure to leave the screen open or open a new tab to check your email for the code.
  3. 3
    Place an actual purchase using your customer account so you can get familiar with the complete transaction process. You'll also want to try using a promo code or special offer as well.  Don’t worry you will get your discount/commission it will just appear later in your Rep account when your order ships.
  4. 4
    Avon changes things up often so doing this every few months will keep you in the loop with your online store so when customers contact you, you’ll know exactly how to respond.

So there you have it Online Beauty Bosses.  I hope this helps!

Share How to Acheive Your Avon Goals

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Online Beauty Bosses Copyright

© Copyright Online Beauty Bosses - Dianne Hernandez. All rights reserved. No part of this document or the related files or images may be republished to any website, blog, eBook etc. without prior written permission. Please feel free to share with other Avon Representatives, or Avon Employees on Social Media so long as the content is complete, not edited, and the Online Beauty Bosses logo and contact information has not been altered, and source is referenced.

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