For cross-border e-commerce sellers, the sale of a product is not just the end of the sale. You also need to pay attention to what services the customer may need to provide after the purchase. If you are an Amazon seller, then It is also necessary to pay attention to order after-sales issues and handle them in a timely manner to avoid negative reviews. Amazon order after-sales mainly involves order issues, logistics issues, return issues, and negative reviews. So, let’s learn about the after-sales handling methods of Amazon sellers.
1. Order issues.
(1) Customer requests to change shipping address: When the order has been shipped, but the customer needs to change the address.
Processing method: Ask the customer for the address they wish to change, and discuss with the logistics team whether the change can be made. If changes cannot be made, you need to contact the customer promptly and explain the reasons and apologize. If the product price is not high, the seller can consider reshipping to reduce the possibility of negative reviews.
(2) Customer cancels order: The order has been shipped, but the customer decided to cancel.
Handling method: You need to contact the customer first and ask for the reason for the return. If the customer insists on returning the item, ask the customer to reject the item and process the refund on the order management page. Generally, you need to wait until the goods return to the country before refunding, but in order to avoid negative reviews or A-Z problems, it is recommended to refund as soon as possible.
2. Logistics issues.
(1) Customers cannot track logistics information.
(2) The logistics time is too long.
Handling method: Apologize to the customer, inquire why the logistics information cannot be traced, and inform the customer of the latest logistics information. If the goods are lost, it is recommended to apologize to the customer and refund the money, asking for understanding.
3. Return issues.
Return situations mainly include: customer dislike, customer dissatisfaction, damaged goods, missed shipments, wrong shipments, etc.
Handling method: Consult the customer for the specific reasons for the return. If there is a problem with the seller itself, such as the product being damaged, missing, wrongly delivered, etc., it is recommended to reship the product.
4. The problem of negative reviews.
Handling method: Contact the customer as soon as possible, inquire about the reason for the negative review, and provide corresponding solutions to see if the customer can remove the negative review.
The above introduction is related to the after-sales processing methods of Amazon sellers. Whether it is Amazon or other cross-border e-commerce platforms, the after-sales service processing methods are relatively similar. The most important thing is to treat every customer sincerely and solve any problems the customer may have. In addition, starting with product quality can also effectively reduce the possibility of problems and reduce subsequent cost stacking to a greater extent.