It is inevitable to encounter order problems when doing e-commerce, and it is the same on any platform. As long as it is handled in a timely manner, does not affect the buyer's shopping experience, and does not constitute a larger violation, it will not cause greater economic losses.
Amazon's common order problems and solutions
1. When the buyer submits an incorrect order
Cancellation of order
(1) If your order has not been shipped yet, you can cancel it. Buyers only have 30 minutes to cancel their order after submitting it, but you can cancel it before it ships.
(2) If you have already shipped the goods, you cannot cancel the order, but you can ask the buyer to return the goods and get a refund. It is best to wait until you get your product before refunding the buyer.
Upgrade transportation
(1) If you have not yet shipped the item, it is up to you to decide whether to upgrade shipping at the buyer's request. The Seller is not obligated to provide services that the Buyer has not paid for or promised to pay for in the future (the Seller cannot invoice the Buyer for additional expenses, including postage).
(2) If you have already shipped the item, provide the buyer with information about the shipping method you used, give them a realistic time frame, and ask them to be patient. Amazon provides buyers with information about delivery expectations, please check: Marketplace Shipping Times
Modify the delivery address of an order
(1) If you have not yet shipped the goods and the buyer says that the original address cannot receive the goods, you should cancel the order. The buyer can then return to Amazon.com and place a new order with the new address. Amazon policy requires sellers to ship only to the address provided in their seller account.
(2) If you have already shipped the goods and the buyer indicates that the goods cannot be received at the order address, the order cannot be canceled at this time, but it may still be transferred to the buyer by the person who received the goods. Or it will be returned to you by the recipient, and then you can refund the buyer.
2. Buyers did not receive the products they ordered.
As you know, buyers are often in a rush to get their holiday orders and keep emailing you to learn about the status of their shipments.
(1) If the shipment contains tracking information, provide the buyer with the carrier and tracking number to help resolve questions regarding the delivery date.
(2) In the event of slow delivery, you need to explain the delivery time frame.
(3) In the event that product is lost, you should contact the shipper to understand the problem and inquire about remedies. For products that are "late" and may have been lost, you may need to ask your shipper to assist in locating the goods and successfully shipping them.
(4) If the latest delivery date has passed, the best solution is to refund the buyer. The buyer's losses are compensated simply for the cost of doing business.
(5) For products that are actually lost, you can still recover your costs if you originally purchased insurance. When buying insurance, you need to estimate in advance the extent of your possible loss.
3. The buyer has received the goods but wants to return them.
Here are the basics on how to process returns:
(1) According to your sales agreement, your return and refund policy must comply with the latest Amazon Refund Policy. You must accept returns and exchanges according to the principles outlined in Amazon's policies, even if the product is as described and the buyer just doesn't want it.
(2) Returns for new products and for products that are damaged/faulty/made of different materials are different.
(3) Returned goods must include everything in the condition in which they were received.
(4) If there is no problem with the product, the buyer should bear the cost of round-trip shipping.
(5) If the product is damaged or defective, or is materially different from the product described on the detail page, the seller shall bear the cost of round-trip shipping. You can make a concession to the buyer before returning the product.
(6) In certain circumstances, reasonable return costs may be charged to the buyer.
