The so-called return dissatisfaction rate refers to the customer’s feedback score on the seller’s service during the entire return process. Amazon’s requirement for the return dissatisfaction rate is no more than 10%.
1. When will the return dissatisfaction rate be investigated?
When an order is returned or exchanged, Amazon will pay attention to it and send it to the customer’s mailbox after the return or exchange is completed. Questionnaire request, asking customers to rate the entire return or exchange process. The entire return and exchange process can be divided into three parts.
1. Negative return feedback rate
The negative return feedback rate refers to the percentage of return requests that receive negative feedback from buyers. To put it bluntly, it refers to how many buyers who requested returns were dissatisfied with the return process. Here, Amazon wants to test whether the seller has truly and effectively solved the buyer’s return and exchange requirements. If you want to avoid problems in this aspect, you should start from the following aspects.
?Enable automatic approval of returns. Many customers are dissatisfied with returns because customer service did not approve return or exchange applications in time, causing customers to be irritable and restless. Therefore, if the automatic return and exchange function is turned on, this concern will disappear.
Review return requests promptly. Since automatically approving return and exchange requests will cause unnecessary waste, if you are unwilling to turn it on, you must check the return and exchange requests in a timely manner and make sure not to miss them.
? Reduce response time. If you are negotiating with a customer about a return or exchange, be sure to respond quickly during the negotiation process. Otherwise, the customer will feel that they have been treated unfairly. Not only will there be no room for negotiation, but negative feedback may also occur.
? Effectively solve the problem. In the process of communicating with customers, every email should actually solve the customer’s problem instead of passing the buck.
?Quickly provide tags. Now Amazon requires that labels be provided to buyers for returns if you need to return them. Please be sure to provide the customer with the necessary labels according to the situation, rather than giving the customer an address to deliver the goods on their own.
2. Delayed reply
Amazon will use this to judge whether the seller has handled the customer’s appeal in a timely manner. Amazon’s requirement for this is 48 hours, which means that sellers must respond to buyers’ demands within 48 hours, otherwise this indicator will exceed the standard.
3. Invalid rejection
The invalid rejection here refers to the seller’s unreasonable or wrong rejection of the buyer’s reasonable demands. If the buyer’s return and exchange requirements comply with Amazon’s policies, the seller should provide the buyer with measures such as refunds, returns, or solutions to problems. Failure to reasonably resolve these issues will be considered an inappropriate rejection.
It should be emphasized here that when a customer requests a return or exchange, if after negotiation, the customer agrees to a partial refund, please be sure to follow the following operations, otherwise it will be misjudged as an unreasonable rejection.
For example, a customer submitted a return or exchange application. After communication, the customer agreed to accept the seller’s 40% discount. So what should the seller’s application for refund and processing of returns and exchanges be? The first is to process the request (be sure not to reverse it, process the return request first, close the return request, or accept the return request, all are applicable here).
After processing the return or exchange request, refund the customer, so that it will not be counted as a wrong rejection. Otherwise, you might end up turning away customers by mistake for no apparent reason.
2. How to give customers a satisfactory return process
There are usually three steps in the seller’s return and exchange process.
The first step is to contact the buyer. This is the first choice for most sellers. At this step, please be sure to communicate with the buyer with the mentality that the customer has confirmed the return. Be cautious, cautious, and more cautious. Otherwise, it would be inappropriate if there is a negative review due to inappropriate communication from the seller.
The second step is return and refund. No matter which option you choose, don’t be angry with the customer, otherwise the customer will easily complain.
The third step is to close the request. Be sure to close the request with the customer’s consent. Don’t get angry and close the request abnormally. Otherwise, it will not only increase the return dissatisfaction rate, but also cause the customer to open an A-Z dispute.
Therefore, there are still many things involved in this return dissatisfaction rate, and sellers must pay attention to every detail.
Amazon’s requirement for customer service dissatisfaction rate is no more than 25%. The survey method is that every time a customer completes a customer service action, they will receive an email questionnaire asking whether the customer service process has solved the problem. Customers can click YES or NO to submit the questionnaire.