As an Amazon seller, you may encounter various Amazon emails, some of which are after-sales emails, and some of which reflect logistics issues. So how do we respond to these problems? Let’s find out how to deal with those Amazon emails.
1. After-sales emails related to logistics follow-up issues
Because Amazon mainly serves the international market, the normal logistics time is generally about 12 days to deliver, but this time also depends on the situation and region. If the location is too far away, or there is any error during transportation, then the transportation time will obviously be longer than usual. Therefore, after waiting for a period of time, customers will appear to be more anxious and will send us emails to inquire about package logistics issues.
For emails of this nature, timeliness of response is extremely important.
After seeing the corresponding email information, we can go to the international post office to inquire about the specific situation according to the order number of the customer's goods, or directly log in to the official website of international mail inquiry and inquire about the logistics direction. At the same time, take a screenshot of the inquiry result and send it to the customer. The attitude needs to be sincere, or explain the situation to the customer, calm the customer's anxious emotions, and provide customers with high-quality after-sales follow-up services.
2. After-sales emails related to return issues
When encountering this situation, we should first send an email to the customer to apologize, and tactfully ask the customer the reason for the return, and then follow the corresponding procedures to handle the return and refund procedures for the customer.
Generally speaking, because Amazon uses international logistics, returns across countries are more troublesome, so we can entrust such return issues to Amazon. When the goods are returned, we contact Amazon’s official personnel to confirm the quality of the goods. If the goods are intact, we entrust the relevant Amazon agencies to help us repackage them and enter the next round of normal sales. If the goods have serious quality problems, we can entrust the relevant Amazon agencies to destroy the returned goods.
Although we may sometimes lose certain profits because of this, because Amazon attaches great importance to the buyer's shopping experience, we try our best to follow the customer's requirements when handling after-sales emails of this nature.
3. Amazon after-sales email
Amazon’s after-sales emails are the most important ones, which deal with negative reviews from customers. At this time, we can first send a corresponding email to the customer, sincerely apologize to the customer, and then ask the customer for the specific reason why the customer gave this evaluation, and then we will discuss with the customer the solution to deal with this problem.
Generally, we will refund or return the product to the customer or resend the product, but we need to see whether the customer agrees; if the customer agrees, we can tactfully ask the customer whether they can delete the negative review they gave us. In general, as long as our attitude is sincere, the handling time is timely and the method is appropriate, customers will agree to our proposal.
4. After-sales emails related to orders
This situation usually happens when the customer has placed an order, but they have written the wrong delivery address. They will often contact our after-sales customer service on the seller's side to assist in making the change. Another common situation is that we have arranged for the shipment of the goods the customer has purchased, but the buyer suddenly does not want them for some reason, so they will request a return and contact us to ask us to withdraw the goods we have shipped and return the corresponding amount to them.
This issue is about Amazon email. If you want to get more knowledge about Amazon email, please pay attention. We will continue to answer your questions~
