10 tips for buying online.

Scout out bargains while avoiding the pitfalls

* Choose customer-friendly sites. An e-commerce site should offer a variety of contact options, among them a "click here" or "form fill-in" option to send an e-mail message; direct, live access to a help-desk representative; a concise, clearly written section devoted to frequently asked questions (FAQs); and easy-to-find contact numbers for toll-free phone, fax, and mail inquiries.

"Pay close attention to the pre- and post-ordering processes that support a purchase," advises Brad Fuji, purchasing manager, Council for Jewish Elderly, Chicago. "That's where you accrue real time savings, conducting research before the buy and then during follow-up."

* Insist on "bricks behind the clicks." Ideally, sites backed by companies with a physical presence (the "bricks") have solid supplier relationships enabling them to respond effectively and quickly to challenges such as a lost shipment, damaged merchandise, or a rush order. Although a few Web-only companies are earning the trust of the marketplace, many more are not. For reliability, be sure you know who is on the other side of the screen.

* Shop for bargains. Many B2B e-commerce sites are taking their cues from consumer sites by offering daily or weekly specials. Typically, these e-bargains are overstocks or discontinued top-quality items. Many sites will send you discount alerts via e-mail. Whether or not you buy routinely from these sites, register for e-mail alerts or habitually shop online bargain bins.

* Pay attention to details. Before doing business with a site, be sure you are comfortable with routine matters such as the refund policy. Don't make assumptions. "Verify the vendor's first-pull fill rates," says Scott Scurlock, director of group purchasing for the American Association of Homes and Services for the Aging (AAHSA). "If shipments from multiple distribution points are included in that percentage, know whether you are charged a single or multiple freight fee. If you do incur multiple fees, be sure you can specify from which distribution center your orders are shipped."

* Expect changes to be specified. Look for sites that clearly highlight content changes and keep content up to date. "These sites enhance my productivity," says Andrea Becton, purchasing manager for Houston LTC Pharmacy. "I don't have to spend my time determining what prices have increased or decreased, or what drugs are new on the market."

* Save with one-stop shopping. When your suppliers' sites are linked directly to wholesalers, distributors, and manufacturers, you derive dual benefits. "Click-through" one-stop shopping not only saves time, it also offers cost savings.

* Count on two-way communication. The Internet is an interactive medium. Your online supplier should welcome timely, two-way communications to notify you when your preferred items go on sale or to ask for your feedback or input about its policies and services.

* Ask about payment terms. "If the specified terms are not favorable, try to negotiate when you first establish your account," says Brad Hirsch, purchasing manager of Vitality Home Infusion, Roslyn Heights, N.Y. "Look at the online agreement as you would any purchasing contract." Financial-services companies have begun responding to suppliers' requests for better B2B online financing options. Multiple lines of credit soon may be available for online payment.

* Reach out for help. What if you don't have a PC or an Internet connection at work? "Turn to your distributor or group purchasing organization (GPO) for support," suggests Pat Devlin, director of purchasing for Molnlycke Health Care, a manufacturer of wound-care products based in Goteborg, Sweden. "There's no need for you to start from ground zero. Your GPO and distributors have a wealth of experience and can share good advice about technology, access, even training."

* Look for custom options. These may include "restricted purchase view," archived history, and usage reports. With the "restricted view" option, a purchasing manager can establish contract prices and preferred vendors for the entire facility's network. Individual locations then have access to online ordering with authorization and within established parameters. This practice decentralizes purchasing while still centralizing control over the function. It curtails "maverick" buying and is a plus for purchasing departments short on staff but long on responsibility.

John P. Sganga is founder, president, and CEO of Innovatix, New York, a national group purchasing organization for the alternate-care marketplace and home of [less than]www.innovatix.com[greater than], an e-commerce site for alternate-care providers.