Amazon's after-sales issues are closely linked to customer experience, and also affect the seller's account security and future store sales. A seller who only knows how to sell things but not how to handle customer relationships is not a good seller. Meticulous after-sales service can make you more competitive.
What are the after-sales problems on Amazon?
Answer: Order logistics return negative review
1. Order
1. After the order is shipped, the customer requests to change the address
Communicate with the customer in a friendly manner to find out whether the address difference is large, and state that you will do your best to explain 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.
It can also depend on the price of the product. If the price of the product is not high, the seller can consider resending it to avoid subsequent disputes, but this method will put the seller at a disadvantage. If the price of the product is too high, the seller can write an email to the customer, euphemistically stating that the order has been shipped, it is inconvenient to modify the address, and request the customer's understanding.
2. Buyer cancels order
Suggest the seller to contact the customer and ask the reason for the order cancellation, and keep a record. If it is a product problem, it can be used as a reference for future optimization; inform the customer that the goods have been shipped and cannot be recovered; if the customer does not want this product, suggest the customer refuse to sign after the goods arrive, and the seller will refund the buyer;
If the goods are not shipped by FBA, the seller can also find an agent online or cooperate with an overseas warehouse address to handle it, and bear the corresponding postage and return fees; however, the return cost of this method is high and troublesome, so it is recommended to negotiate a refund with the customer.
2. Logistics
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.
3. Returns
Returns are mainly divided into the following situations:
Customer does not want (shipped)
Customer is dissatisfied with the product
The product is damaged
Seller missed delivery
Wrong product sent
After confirming the situation, first apologize to the customer and ask for his understanding; if the product is damaged, you can explain the situation to the customer, which may be a problem during transportation, and you can resend the goods to him. Sellers must be tactful in their expressions and sincere in their attitude to provide customers with the best service.
4. Negative review issues
The reason for a bad review is generally that the logistics is too slow or the product is damaged during transportation. As soon as you receive a negative review, use various methods to find the order number of the customer who left the negative feedback and try to contact him. The shorter the time between finding 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.
Apologize politely and ask for the reason to get the customer's feedback, provide the customer with a solution (refund or resend), and the customer agrees to the refund or resend. After returning or reissuing the product, request to modify the review or remove the negative review.
Our after-sales service tenet is: hard work, dedication, efficiency and speed
Good response ability will not only bring a good shopping experience to buyers, but also improve the store’s reputation and maintain the security of the account.
