What does Amazon operation do? Many novice sellers expressed confusion when they started Amazon operations.
Some of Amazon's products are not guaranteed to work once and for all after they are sold. The most common example is some electronic digital products, which have a warranty period of up to 12 months, requiring customers to send the products back to their country for repair. Even if the repair costs are not taken into account, the shipping costs incurred will indirectly increase operating costs. Traditional after-sales methods are very costly for Chinese sellers, not only in terms of money, but also in terms of timeliness, customer experience, brand promotion, store KPI, etc. For Chinese Amazon sellers, if there are after-sales problems with the product, how should we deal with it under Amazon's rules?
Today, the editor has compiled the following content, which is used as a reference by many agency operation companies. I hope it will be helpful to novices in Amazon operations!
Issues related to daily after-sales processing include: order issues, logistics issues, return issues, negative review issues, and warranty services.
1. Amazon order issues
1. Customer requests to change address
(1) Case 1
The customer has placed an order but the goods have not been shipped yet, but he/she requests to modify the address due to incorrect address or other reasons.
Amazon’s after-sales problem handling method: The seller can contact the customer and ask the customer to send the correct new address, and communicate with the customer in a friendly manner to reconfirm and ensure that the address is correct.
(2) Second case
The customer's order has been shipped, but the customer needs to change the address for some reason and sends the new address to the seller, asking the seller to ship the product to the new address.
How to deal with Amazon after-sales problems:
If the product price is not very high, the seller may consider resending the product to a new delivery address for the customer. Generally speaking, this is a helpless approach to avoid subsequent customer disputes.
If the price of the product is too high, it is not recommended that the seller resend it. It is recommended that the seller write an email to the customer, stating tactfully that the order has been shipped, that it is inconvenient to modify the address, and requesting the customer's understanding.
Ask the customer in a friendly manner whether the address is too different, and explain that you will try your best to talk to the logistics staff to see if the address can be changed. If not, explain it clearly to the customer and ask for his understanding.
2. Customer requests to cancel order
It is recommended that sellers contact customers to inquire about the reason for canceling the order and keep records. If it is a product problem, it can be used as a reference for future optimization.
(1) Case 1: Order not shipped
If the seller receives an Order cancellation request email, the customer must cancel the order.
How to deal with after-sales issues on Amazon: In this case, the seller can look at the reason why the customer canceled the order and cancel the order according to the customer's request.
(2) Second case: the order has been shipped
How to deal with Amazon after-sales problems:
It is recommended that the seller contact the customer first to ask the reason for canceling the order;
Inform the customer that the order has been shipped and the goods cannot be retrieved;
Communicate with customers in a friendly manner and ask them whether they are willing to accept the product;
If the customer does not want the product, the seller will suggest the customer refuse to sign for it after the product arrives, and the customer will be refunded.
If the customer signs for the product, for FBA orders, it can be returned to the FBA overseas warehouse.
If the seller does not ship the goods through FBA, they can find an agent online or find a local overseas address to handle the matter. The seller needs to pay the corresponding postage and return fees. This method is more troublesome and the return cost is relatively high. It is best if you can negotiate a refund with the customer.
2. Logistics Issues
Logistics problems are usually caused by untimely feedback of logistics information, buyers are unable to track product logistics information or have lost patience after waiting too long. A high return rate will have a certain impact on the ranking. If the goods are lost, you should sincerely apologize to the customer, refund the money, and ask for understanding. Generally speaking, some customers will send emails to sellers to inquire about logistics issues after purchasing goods.
How to deal with Amazon after-sales problems: In this case, if the seller chooses FBA delivery, Amazon will help you handle all customer service and logistics issues. Therefore, sellers can explain to customers that they should ask Amazon customer service to provide solutions.
3. Return issues
Normally, we try to contact the buyer to get them to accept a refund rather than a return because the cost of returning the product is too high. Common reasons for returns include: unwanted goods, damaged goods, wrong goods or colors sent, goods not received for a long time, etc. So, how can we communicate more effectively?
1. Customer does not want (shipped)
This situation usually happens when the customer doesn't want the product or just wants to return it directly.
How to deal with Amazon after-sales problems:
We recommend customers not to return the product as the international return costs are very high. We ask customers whether they are willing to accept the product as a gift and we are willing to refund part of the money. Customers are usually more understanding and will not return the product.
2. Customer is dissatisfied with the product
After determining the situation, first apologize to the customer, ask for their understanding and provide appropriate solutions. Sellers must be tactful in their expressions and sincere in their attitude to provide customers with the best service.
PS: According to Amazon’s return policy, most categories of FBA orders can be returned without reason within 30 days.
You need to know where customers are dissatisfied and provide good customer feedback. In this case, common reasons for returns due to customer dissatisfaction include: damaged goods, wrong goods or color, not receiving goods for a long time, etc.
(1) Damage
A. Apologize first and explain that our product has caused trouble to the other party and ask for their understanding;
B. Can you tell the customer specifically why this happened (logistics scratches or transportation damage, etc.);
C. Our approach to this situation: return or refund;
D. To be very tactful, ask the other party to provide us with pictures so that we can make improvements and provide the best solution in the future.
(2) Wrong goods or wrong color or size
A. Apologize first and explain that our product has caused trouble to the other party and ask for their understanding.
B. We also advise customers not to return the item because the return fee is very high. We are willing to refund part of the amount or re-mail a product or gift to the customer and list the details.
1) If you are willing to keep the product, we are willing to refund you part of the amount (5$, etc.),
2) If you decide to return it to us, we are willing to mail you another one in the correct color. Wrong color, please return to our overseas warehouse. Also tell us the courier method and tracking number, and we will refund the product cost and shipping fee.
3) If you are willing to keep the product, we are willing to mail a gift to you. Below are pictures of the gift, etc.
C. If you have any questions or comments, please feel free to contact us. We will solve the problem until you are satisfied and express our sincere service.
(3) Missed delivery
Pay attention to understand which products are missing from the products the buyer received? Is it an accessory or the main product? The premise is to express your apology sincerely!
A. Lack of accessories
the buyer to explain the reissue issue. International logistics transportation takes a long time and it will take a long time to wait. We will directly refund part of the money and ask the buyer for his intention.
B. Main product missing issues
the buyer and tell them that the item can be reissued. International logistics transportation takes a long time, so ask if the buyer is willing to wait. If so, the item can be reissued; if not, a refund can be processed.
(4) The product does not match the description
The listing description is overly exaggerated, resulting in the product being inconsistent with the description. Buyers initiate returns when they receive products that do not meet their expectations.
Make sure the listing title, images, five-line features, and product description are accurate, and try not to include any description that could lead to misunderstandings. This not only eliminates misunderstandings caused by customers' psychological expectations of the product, but also reduces the risk of returns and exchanges.
For example, we can learn from Anker to mark specific parameters in product pictures, and we can also make analogies with reference objects. In this way, customers can intuitively feel the size of the product.
(5) Product parameters do not meet the requirements
The listing does not accurately mark the size, color, dimensions and other parameters in detail, resulting in buyers being unable to use the product after purchase.
(6) Not knowing how to use the product
The product features are complex or the instructions are unclear, making it impossible for buyers to use it. For some products with complex functions or requiring specific operations, a detailed description must be provided to the buyer before the buyer receives the goods.
(7) Quality issues
If the product arrives broken or is replaced within a week of use, the buyer may be angry and ask for an immediate refund.
3. AZ (Amazon Transaction Claim)
( 1) First check the specific reason why the buyer opened an AZ
1) AZ due to dissatisfaction with return
You need to check the reason for the return and the related emails for processing the return, summarize why the customer wants to open an AZ, and then contact the buyer to negotiate a solution based on the situation.
2) Customers directly contact AM to open AZ
Actively contact the customer within 2 to 3 days, preferably using a combination of email, text messages, and phone calls to contact the buyer and request cancellation of the AZ application.
(2) the buyer promptly
If the above methods of contacting the buyer are unsuccessful after 3 days, you can file a complaint with AM, stating the specific reasons and evidence that we have made our best efforts to contact the buyer, and AM will make the decision.
We appealed to AM. If the appeal was successful, AM would pay compensation to the customer, but it would still be included in the ODR.
If the customer does not respond to us or accept our opinions and suggestions within 14 days, and we do not appeal to AM, AM will directly deduct the money from the seller's account and give it to the customer, which will also be included in the ODR.
At the same time, please note when contacting buyers:
1. Do not directly state in the email: I will refund you if you help me turn off AZ. Amazon will regard this as an inducement.
2. Resolve the customer’s dissatisfaction first. Once the customer is satisfied with our handling method, we will ask the other party to turn off AZ for us. At the same time, express gratitude, etc.
3. If the customer does not reply to the email, call the customer directly.
Generally, a phone call can solve the problem faster and better. Even if you need a refund and ask the other party to help close AZ, you should be careful with your wording.
4. Goods returned by customers
How to deal with Amazon after-sales problems:
For goods that have been returned by customers, if the goods are intact and have no other damage or quality issues, the seller can contact Amazon to relabel them and sell them again.
If the product is damaged, it cannot be resold. The seller can ask Amazon to destroy it, or contact a third-party overseas warehouse company to ship it back to the country, or ask a third-party overseas warehouse company that provides return services to help handle it.
4. Problems with negative reviews
The appearance of neutral or negative reviews will directly affect customers' willingness to purchase products and reduce conversion rates. Therefore, sellers should promptly identify problems in buyer comments and resolve them.
How to deal with Amazon after-sales problems:
Find the order number of the customer who gave the negative review and contact the customer. The shorter the time between discovering the negative review and contacting the customer, the better. This can attract the customer's attention and increase the chances of removing the negative review.
Operation ideas:
Apologize politely and ask why;
Get customer feedback results;
Provide customers with solutions (refund or resend);
The customer agrees to refund or resend;
Return or resend, request a review revision, or remove a negative review.
During Amazon's operations , it is quite common to encounter after-sales issues such as customers canceling orders, logistics, returns, and bad reviews.
Amazon has always put customer experience first, so sellers need to do their best in every operational link, from product selection to logistics and delivery and timely customer feedback. Providing customers with a good shopping experience is the key.
5. Warranty Service
Some of Amazon's products are not guaranteed to work once and for all after they are sold. The most common example is some electronic digital products, which have a warranty period of up to 12 months, requiring customers to send the products back to their country for repair. Even if the repair costs are not taken into account, the shipping costs incurred will indirectly increase operating costs.
1. Basic solutions for after-sales warranty
Traditional after-sales methods are very costly for Chinese sellers, not only in terms of money, but also in terms of timeliness, customer experience, brand promotion, store KPI, etc. For Chinese sellers, if a product has a problem during the warranty period, under Amazon's rules, they can only choose the following ways to solve the problem:
Returning the product to China is the most expensive way to deal with it. This is the only option we choose because the product is expensive.
Sending a new one directly to the customer is equivalent to buy one get one free, which is also a relatively expensive way to deal with it;
Return the goods to the overseas warehouse, and then send someone to the overseas warehouse for repairs, or return them to the country after they have accumulated to a certain level. The fees here depend on the actual situation.
Refund without return
In short, no matter how the problem is handled, it is just accumulating costs for the seller, and the problem has not been fundamentally solved. After all, there is no place to repair your product locally. In the long run, who would dare to buy it?
2. Select after-sales warranty issues according to product type
(1) Small items
Generally, it is more time-saving and convenient to resend or refund for quality issues. If there is no problem with the returned product, you can consider reselling it. If the Condition filled in is NEW, it must be brand new when sold, otherwise it will be returned again. However, according to the current service status of Amazon, there are actually many returned and resold products that are evaluated by customers as being used and are therefore A-to-Z.
(2) Large size, weight, and high cost
If this type of product is returned or sent back for repair, the shipping fee will be very high. Many sellers will refund part of the money. If it needs to be repaired, you either have an overseas warehouse or can solve the after-sales repair problem directly locally.
3. Ideal method: directly solve after-sales maintenance problems locally
(1) Cooperation with domestic overseas maintenance companies
These companies will set up after-sales maintenance points in different countries in Europe and the United States. When choosing, you should mainly consider the coverage area, the types of products that can be repaired, the types of services provided, the price, and also whether the contact person is in China or abroad. If the contact person is in China, it may take a lot of time to transfer the information, so the timeliness of after-sales service is quite important.
(2) Cooperate with local maintenance companies
There is not much difference in essence between cooperating with a local maintenance company and cooperating with a domestic or overseas maintenance company. Locals will be more trusted by locals, which is also an advantage compared to Chinese people doing after-sales service.
(3) Self-built overseas service stations and maintenance points
If you have a certain level of financial strength, you can set up overseas maintenance points in Europe and the United States. This will not only save more costs, but also help to build your own brand awareness. You can also have full control over service content, service quality, service timeliness, etc.
Whether it is Amazon or other cross-border e-commerce platforms, the solutions for overseas after-sales repairs are actually similar, but in the final analysis, we still have to start with product quality. After reducing the possibility of problems, we can also further reduce the subsequent cost accumulation.
