3 Common Issues Buyers Face When Ordering Equipment Replacement Parts

If you have a machine, it will eventually need routine maintenance or even replacement parts. An entire operation might be forced to shut down while waiting for vital equipment replacement parts to be purchased, delivered, and installed, so it’s important that buyers of replacement parts are able to easily find and order what they need.

Unfortunately, the process isn’t always ideal. Here are three common issues buyers face when trying to order equipment replacement parts:

1. The buyer can’t figure out what part they need.  

Sometimes a customer will know exactly which replacement part they need, especially if they are familiar with the machinery or have prior experience performing routine maintenance. However, it’s far more likely that the customer may not even know what’s wrong and will need some troubleshooting assistance to discover which specific part is causing the issue. Easy-to-find troubleshooting guides and access to product manuals on your site will help customers figure out which part(s) they need, and schematic drawings of assemblies and/or subassemblies will help them find the specific part information.

Read More: 6 Things Every Parts Ordering Solution Should Provide

2. The buyer doesn’t have all the information needed to reorder (serial no, model no, etc.)

This is common, especially in aftermarket situations or when the buyer has purchased the equipment second-hand and may not have received the original serial or model number information or instruction manuals. A good, robust parts ordering solution will offer alternate methods of finding replacement parts other than serial or model numbers. Clear schematics or parts diagrams can be very helpful in this situation.

3. The buyer knows what they need, but cannot easily locate it.

The success or failure of any e-commerce website lies in how easily buyers can locate what they need. It is imperative to understand your buyers’ needs at each stage of their purchasing path in order to reduce lost sales by frustrating your buyers to the point that they shop elsewhere. To help your buyers easily locate your product, a clear and easy-to-use site navigation, well organized categories, and a high-functioning search bar will all help to create a better online shopping experience, improve on-site engagement, and ultimately, increase sales.

[CHECKLIST] Does your parts ordering solution have these 6 features?

Once a buyer has found the part they think they need, high resolution images and detailed product information are key to help confirm for the buyer that they have indeed found the correct part. Adding options to zoom in and enlarge photos, especially if offering parts diagrams or schematics, removes any uncertainty about what the parts actually look like. Additionally, remember that most buyers these days are ordering using mobile devices, so your site needs to offer these solutions optimized for the smaller screen.

Helping buyers resolve these 3 common issues when trying to find and order equipment replacement parts on your site will set you apart from your competitors, increase sales, and build customer loyalty.

Michael Moores

Written by Michael Moores

Michael is an entrepreneurial-minded and experienced eCommerce & commercial product executive with over 17 years’ experience working in technology-focused organizations of $5 million to $3 billion+ in gross revenues. He excels at business strategy, operational oversight and business development for e-business and commercial software solutions. Michael has been published in Chain Store Age, Business Wire, SmartBusiness and Mobile Marketer. He is the founder and CEO of Envalo.

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