Rethink Your S&H Rate Schedules

To combat this consumer backlash against high S&H rates, The DMA advises the following when devising fees:

• Make them reasonable. “You must be able to clarify and justify to consumers that your S&H rates have some reasonable relationship to your real expenses. Those also are the concerns of regulators,” warns Patricia Faley, vice president of ethics and consumer affairs for The DMA.