As the number of orders increases, many return issues arise. A large number of returns not only affect sales, but also affect the store's ranking on the platform. So how to solve the problem of FBA returns?
First of all, as a seller, you need to understand the reasons for the high return rate of FBA:
First, check whether it is a problem with the product itself. First, collect your reviews and feedback to see if there are any feedback related to this product. Then ask customers who have purchased this product whether they are satisfied with it. If not, please state the specific reasons. If possible, provide some pictures and videos to show the problem so that we can better understand the problem and we will do our best to solve it for you.
Second, customers won’t use it. Check the manual to see if the instructions are adequate. Optimize the instructions for use and link descriptions in the manual to avoid blind spots. These two points are the main reasons for the high return rate. For example, when shipping mobile phones, the manufacturer will usually stick a plastic film on the battery charging area (to prevent the battery from leaking electricity during storage and use, causing danger). When the customer received the phone, he found that it couldn't be charged, so he thought it was a broken phone and asked for a return. In fact, the problem can be solved by just tearing it off gently.
Third, Amazon’s customer service solution is: as long as the customer asks for a refund, we will give it. First, they don’t understand the product, so they can’t provide some solutions; second, they don’t have enough energy and time to communicate with customers; third, in order to ensure a good customer experience.
When encountering return issues, effective solutions:
1. Intercept the customer from contacting Amazon first to ensure that the customer thinks of contacting you first when they have questions.
One is to contact the customer who has received the goods and ask if he has had any bad experience, and indicate that you will solve the problem for him until he is satisfied. The second is to proactively send emails to customers who have not received the goods, informing them that their packages have been shipped by Amazon FBA and the approximate delivery date. If you have any questions, please contact us in time and we will respond to you and resolve them as soon as possible.
Doing so will not only reduce the return rate, but also increase the customer's good shopping experience. Once the customer is happy, it will be no problem for them to give you a five-star review.
2. Analyze specific problems and make improvements.
If the product itself is of poor quality, upgrade and improve it. If it's not worth it, lower the price to clear out the stock. You can transfer the goods to a third-party warehouse through third-party delivery for improvement, and at the same time replenish the warehouse and send FBA. The transfer of FBA is based on the order in which you enter the warehouse.
3. If customers do not know how to use the product, you can add specific steps for using the product to the instruction manual, preferably with pictures and text. If there is no time to replace the instruction manual for products that have already been shipped, you can customize an electronic manual or make a video of the product in use and send it to the customer. Video demonstrations are better. Some precautions can also be informed to customers in the shipping notification email. Avoid unnecessary losses such as returns due to customers making mistakes when receiving the goods.
4. Reduce prices for promotions and increase orders.
In fact, this trick is to increase the denominator as much as possible under the condition that the numerator cannot be changed, so as to dilute and reduce the return rate, but it is necessary to ensure that there are no problems with the products shipped later, otherwise it will add fuel to the fire.
The returned goods may have some minor defects. At this time, there are generally several ways to deal with it:
1. Bundle sales with hot-selling products and offer preferential treatment;
2. Resell the product, but at a lower price, as a special offer;
3. You can cooperate with charity organizations and donate things to people in need.
When you receive customer feedback, don’t think that all customers are scammers. Instead, reflect on your product and improve quality. When you receive a negative review from a customer, don’t rush to ask them to change the review. Instead, solve the problem and then discuss whether to change it or not. With excellent product quality and comprehensive and meticulous service, do we still need to worry about customers returning products?
