Frequently Asked Questions
What products are in the online shop?
We have a set range of quality products from leading brands that have been selected from well-established, quality suppliers and manufacturers. The current product range includes pool equipment from filters to thermometers; chemicals; spas; pool covers and rollers. However, we continue to look at expanding the range.
How do you know the order has come from my website?
You will be issued with a link that is unique to your business. This link to the online shopping site will be accessed via your Buy online button. So, any customer that comes through to the online shop via your ‘Buy online’ button will be tracked right through to when they place the order.
How is the link added to my website?
There are two ways to do this.
1) We will send you your unique link to the online shopping site, and you or your web designer can create an online button for your website.
2) We need your ftp settings, and then we can add the button with your unique link to the online shopping site – there will be a charge of £50 for this.
How are the customers split between each retailer?
UniPRO do not have any customers – the visitors to the site will be your customers. When a customer finds your website, they will buy from you. It’s therefore up to you to market your website. If customers come onto the UniPRO consumer facing front end website we will provide a service to find their nearest retailer and that could be you!
How long is delivery to my customer?
From placing the order, we expect deliveries to be with your customers between 3 and 5 working days. For pool covers or rollers, this is working 7-10 days.
What if my customer has a complaint?
Your customer will come to you in the first instance, as you are their point of contact and it’s important that you maintain your customer relationship. This personal service is what will make you stand out from your competitors and will be highly valued by your customers.
What if a customer wants to return their goods?
Your customer will return the goods to your retail shop or to you by post. See our returns policy for more information.
How do I explain to my customers that the prices in my shop are more expensive than those online?
Obviously retail shops have overheads that need to be paid for, such as rent, staff, storage, stock, vans, tools etc. Customers normally expect online shops to be cheaper than retail shops. Many other retailers in various industries are more expensive in store than online, yet are still successful in both options offered to their customers. You can explain to your customers that you are part of the UniPRO group and because of this you can get very competitive online prices.
I’m worried that my customers will use my website to buy products instead of coming in to purchase goods in my shop and therefore, I won’t be able to up-sell to them and I will lose the bigger margins I make in the retail shop.
Yes, it is a possibility, however you can’t stop people from looking online. If they make the decision to buy online, surely it’s better that they buy from you online than anyone else. Plenty of people will still come into your shop to purchase directly from you. For instance there are many items you could easily buy online, clothes, food, household goods yet I expect you don’t purchase everything online as you prefer to go to your local shop for some goods. It’s up to you how you target the marketing of your website; it’s especially important to market to customers you’ve lost.
Can I choose the products I want to sell on the website?
No, in the online shop we have a set range of quality products, with leading brands, which we believe covers everyone’s requirements. We may not have the exact match that you have in your retail shop, but we will have a quality alternative. Obviously we can’t add on every product that you all sell, because the website wouldn’t be user friendly, and too large to navigate.
What’s the advantage of me having this website, which is the same as other retailers?
It works in the same way as having retail shops in the same or similar location. i.e. you get more business because of how you market yourself.
Also, the more customers that see the UniPRO website, will create buying confidence and strengthens the validity of the online prices.
If you have any other questions not answered here, please call us on 01353 666 765 or email us at firstname.lastname@example.org.