NJ BIZ

Making Orders Click

In the early days of online holiday retailing, shoppers discovered to their irritation that clicking on an item didn't mean it would arrive by Christmas. "In the beginning, retailers thought consumers would be forgiving toward them if somebody else screwed up [the delivery]," says Ed Foy, CEO of eFashionSolutions in Secaucus, a provider of e-commerce services to fashion apparel and accessories sellers such as Mandee and DKNY. "The backlash of that was very costly. Just because you have a tracking number that proves it shipped on time, the customer is not interested," says Foy. "They just care if they can get it on time. What was learned was more collaboration with third parties."