5 tips for a reliable webshop: from great service to smart buying

More and more Belgians are shopping online and that means huge opportunities for you as a retailer. An online shop opens the door to new customers, extra sales moments, and valuable insights. But as e-commerce grows, so do complaints and customer doubts. Building trust has never been more important. You do that with strong service and a carefully curated selection of reliable brands and products you truly believe in. In this article, discover why it pays off to embrace e-commerce and get five practical tips to strengthen customer trust and avoid complaints with your webshop.

Did you know that 76% of Belgian consumers made at least one online purchase in 2024? Clothing, shoes, and accessories remain top sellers, accounting for almost half of all orders.

Belgian e-commerce is performing better than the European average, but countries such as the Netherlands and France are still leading the way. This indicates one thing: the Belgian market has significant growth potential.

With almost every Belgian online, now is the time to invest in your webshop. Because online sales offer much more than just extra revenue. Among other things, you get:

• More visibility, in addition to your physical shop.

• More convenience for customers who want to be able to shop at any time.

• More insights into what customers really want, thanks to valuable data and feedback.

In short: a webshop is no longer a luxury, but an essential extension of your store. And your online success starts with the right products. As a retailer, you make a difference by offering collections that exude quality and exceed expectations. And that starts with careful purchasing: seeing, feeling and comparing products from reliable brands. At Trademart, you can discover that quality up close, so you can confidently put together your online offering.

Unfortunately, more e-commerce also means more complaints. The FPS Economy is receiving an increasing number of reports about delayed or missing deliveries, incorrect or inferior products, or unresponsive webshops when questions arise about guarantees or refunds.

As online shopping grows, so do customer expectations. And rightly so: a webshop that inspires customer loyalty offers more than just a clear range, easy checkout and standard shipping options.

That is why trust is a real added value in online retail. Retailers who focus on transparency, customer friendliness and personal service win the hearts of their customers. This translates into loyalty, repeat purchases and positive word-of-mouth.

Here are some practical tips to get you started right away:

Don't leave anything to chance. Show your products in detail with clear photos and product information, such as a general product description, dimensions or size charts, materials and maintenance tips. Age recommendations are also a good idea for kids’ items.

Feel free to add reviews or show how the product is used. The better your customer knows what they’re buying, the smaller the chance of returns or complaints.

A clear contact page is worth its weight in gold. Not only does it show that you have a legitimate business, but it also ensures that you can help your customers quickly and easily. This can be done via email, telephone or a contact form, for example.

Want to make it easier for yourself? Consider a clear FAQ page or live chatbot: this allows customers to quickly find answers themselves and avoids frustration.

Customers want to know exactly when to expect their order, how much shipping will cost and how returns work. Therefore, clearly state the delivery times, shipping costs, return options and warranty conditions. You can do this on a single, clear page or in your FAQ.

Transparent communication strengthens your image as a reliable online shop where customers can order with confidence.

Email is a powerful tool for your online store. You can use this channel to confirm orders, but also to inform your customers about deliveries, ask for feedback or even encourage them to make another purchase. Email is also an asset for your physical shop.

Want to know more? Read how you can use emails effectively to grow your store.

Authenticity sells. Share who is behind your brand via a fun newsletter, an “about us” page or social media. Show what you stand for: customers like to buy from people they “know”. A recognisable style and sincere tone will turn your followers into loyal customers.