Specs and compatibility customers can check
Most electronics returns come from a gap between what the buyer expected and what arrived. Close that gap on the product page with exact data, not adjectives.
Use the full model number, not a marketing name. State the version or region if the same model exists in several, list what is in the box, and say what is not included, such as a charger or cable. For accessories, add a “works with” list and a “does not work with” list, and update both when customers report a new case.
Answer the same questions once in the listing instead of fifty times in chat. If customers keep asking whether a product fits a specific phone or laptop, that answer belongs on the page.
- Full model number and version or region
- Key specs in a consistent table across similar products
- Ports, connectors, voltage and plug type
- Box contents and anything sold separately
- Compatibility list, both positive and negative
Warranty terms in plain language
A warranty line that only says “1 year warranty” raises more questions than it answers. Customers want to know whose warranty it is and how to use it.
For each product, state who provides the warranty (the manufacturer’s local agent, the importer, or your store), how long it lasts, what it covers and excludes, and the exact steps to make a claim: where to send the item, who pays shipping, and how long a repair or replacement usually takes in your experience. If an item has no local warranty, say so on the page.
Put the warranty terms on the invoice or a printed card in the box, and keep a copy linked to the order so you can find it when the customer calls months later.
Defective goods and the legal windows
Consumer Protection Law No. 181 of 2018 lets buyers return or exchange goods within 14 days of receipt, and Article 40 covers online and remote purchases. For defective goods the window is 30 days. Treat these rights separately from your warranty terms, and read the law text or ask a lawyer before you write your policy.
Make defect claims fast to handle. Ask the customer for a short video showing the fault and the serial number, decide within a set time, and arrange a pickup. Test every returned unit before deciding between refund, replacement or repair, and record the result against the order.
Card and wallet payments for higher baskets
Cash is losing share. Estimates put cash on delivery plus bank transfer at about 34% of e-commerce payment value in 2025, compared with an estimated 60–70% about five years earlier. Central Bank of Egypt figures, as reported, show InstaPay passed 16 million users and Meeza digital wallets reached 55.5 million by June 2025.
For electronics, collecting large amounts of cash at the door adds refusal risk and cash-handling risk. Card and wallet payments fit higher baskets well because fixed fees become a small share. Kashier publishes 2.75% + EGP 3 per online card transaction with no setup or monthly fee, and Paymob’s card rate is widely reported at a similar level; confirm with Paymob. Wallet and BNPL rates are priced separately.
On Vondera, VPay’s transaction fee is 5% on the Launch plan, 4% on Growth and 3% on Scale. Compare total cost per order at your typical basket size before choosing a setup, and consider asking for a deposit on high-value COD orders.
Serial numbers and unboxing checks
Serial numbers protect you from swapped or damaged returns. Record the serial number, or IMEI for phones, of every unit against the order before it ships, and photograph the unit and the sealed box.
Seal the outer package with branded or numbered tape and ask the customer to check the seal in front of the courier. Ask your courier which open-box or inspection options they support for electronics, and state your rule in the confirmation message. When a return arrives, match the serial number before you refund anything.
- Serial or IMEI recorded on the order before dispatch
- Photos of the unit, accessories and sealed box
- Tamper-evident tape on the outer package
- Serial check on every return before refund or replacement
An after-sales process customers can follow
After-sales service decides whether a customer buys their next device from you. Write the process down so every team member gives the same answer.
Keep each case in one thread with the order attached. On Vondera, VInbox brings WhatsApp, Instagram and Facebook messages into one inbox with team collaboration, and VShip connects to 50+ couriers including Bosta and Aramex, which simplifies booking a pickup for a faulty unit and tracking it back to you.
- Step 1: customer reports the issue with order number, video and serial
- Step 2: you reply within a stated time with the next action
- Step 3: pickup booked and tracked
- Step 4: unit tested and the outcome recorded
- Step 5: refund, replacement or repair completed and the customer told