FBM returns and exchanges have always been a headache for us Chinese sellers. Because most of the sellers’ warehouses are in China, the process of handling returns and exchanges is particularly complicated. Next, let’s talk about FBM’s return and exchange processing.
1. What should we do when a customer requests a return or exchange?
Regarding the customer’s return or exchange application, Amazon requires us to respond within 48 hours and provide the return and exchange address. Because most of the reasons buyers choose when submitting return and exchange applications are not very specific. Therefore, we should try our best to communicate with customers to understand the real reasons why buyers return or exchange goods, and then take further steps. If the buyer does not reply to the email, or refuses to communicate with you, then you have no choice but to agree to the customer’s application for return or exchange to avoid further adverse effects. This is what we have emphasized repeatedly before.
If the customer responds to the email and expresses that he is willing to accept further communication, we need to handle the customer’s needs seriously to avoid repeated emotions on the part of the customer. Discount as much as possible if you can. As the saying goes, “Better later than never.” It’s better to get a discount than to get nothing. Remember, don’t offer very big discounts at the beginning. Customers are willing to communicate, and it is very common for them to pay overpriced prices on the spot. Of course, your discount cannot be particularly small. If you give customers a 10% discount, they may give you bad reviews directly. Generally speaking, 60% to 30% off is a moderate price, which will not lose money but also allows customers to feel your sincerity. Next, it depends on your language skills.
Of course, if your English level is not up to par, just refund the customer directly. Customers may be confused by your poor English, and misunderstandings are inevitable.
1. If the customer insists on returning or exchanging goods, how to calculate the fees incurred?
If communication fails and returns and exchanges are still required, we must consider who should bear the costs of return and exchange. to bear.
If the product is returned or exchanged due to product quality, all costs should be borne by the seller. If the cost of returning or exchanging goods is too high, it is recommended to abandon the goods directly. It is recommended that you make your own measurement.
If the buyer returns or exchanges the goods without any reason, the buyer shall bear the shipping costs incurred. However, please communicate with the customer in a friendly manner and do not anger the customer because of a small postage fee. Of course, according to Amazon’s regulations, customers should only bear the shipping costs within their own country. If you want the customer to return the goods directly to China, the cost should not be borne by the customer.
Sometimes it happens that the product has been used by the customer for a period of time and the customer requests a return or exchange. First of all, let’s make it clear that this is reasonable and compliant on Amazon. Never use domestic e-commerce rules to challenge the authority of Amazon customers. Even if it is underwear, Amazon supports customers to return it. However, we can reasonably ask customers for certain depreciation charges. Remember, it must be reasonable, otherwise if the customer does not agree, not only will you not be able to collect the depreciation fee, but you may even have to bear the return shipping costs.
2. How should the goods be handled?
First of all, for self-delivery sellers, if you do not have a suitable overseas warehouse to help you handle returns and exchanges, then the goods will basically not be available to get back. Therefore, if your goods are of high value, be sure to prepare an overseas warehouse in case you need to return or exchange goods. Regarding overseas warehouse matters, we will explain them in detail in the following chapters, so we will not go into details here for now.
Secondly, if the value of your goods is very small, even if you have an overseas warehouse, we still recommend that you abandon the goods. Because your customer may have to bear the postage to the overseas warehouse, plus repackaging, the cost is likely to exceed US$10. Therefore, if the value of your product is only a dozen dollars, you might as well just abandon it.
Thirdly, if the value of your goods is high and the customer is willing to return or exchange the goods for you, you can choose to return them to your overseas warehouse and repackage them before selling them, so as to maximize the recovery of losses. .
Finally, if your goods really have quality problems, or your goods cannot be resold, then be generous, say a few nice words, and let the customer throw them away for you. Otherwise, you will have to pay extra for postage, which is not worth it. Of course, if you are really a responsible seller, it is still worthwhile to ask customers to bring back products with quality problems for further research to avoid the same problem from happening again in the future.
2. How to refund the customer
The customer made an application for return or exchange: In this case, it is recommended that you authorize a refund, which means that the customer provides a clear refund. After the order number, the seller will issue a refund after receiving the returned goods, which is more secure.
Oral agreement on refund: Sometimes, the customer does not necessarily send a return or exchange application. It is likely that the customer communicates with the seller in the background, and then the seller agrees to refund. At this time, we can directly find the order, and then directly click the Refund Order button on the right side of the current order on the order management page to perform a direct refund.
Of course, when making a refund, you must choose the reason as “Customer Refund” and do not choose other reasons, otherwise it may be detrimental to the health of your account.
3. What to do if you encounter a “bad guy”
First of all, sellers, please don’t be a fool. After all, there are relatively few “bad guys” on the Amazon platform, and everyone is relatively honest.
Secondly, if you really judge that you have met a “bad guy”, who may be a competitor, you can directly send them a private message and make it clear that everyone is doing business and there is no need to talk to each other. It’s no fun to kill each other and hurt each other. Of course, you must also prepare counterattacks to scare others away, but be sure not to say so explicitly, otherwise you will also have a headache if people complain directly to Amazon. Of course, this extreme method can only be used when you know exactly who the “bad guy” is.
Again, if you can’t tell who it is, then try to deceive them to see if the other party can reveal any clues. If possible, report the evidence to Amazon and let Amazon handle it.
Finally, we still have to be ourselves. As a general note, there are not many “bad guys” on Amazon, so some “bad guys” may really be unscrupulous, and we will also have a headache. Because those “bad guys” should be your God in the eyes of Amazon as long as they are not proven to be “bad guys”.