How should eBay customers respond when requesting a return? Sellers who encounter this situation must give a good attitude. After receiving the return application, they must provide timely and effective return and refund services to the returning customers within the scope allowed by the platform policy.
First, let’s look at why the customer wants to apply for a return? What was the reason that made her want to return it? If the quality of the product is not good, for example, it was damaged during transportation, or the delivery person made a mistake, then the seller can ask the buyer to send photos of the product first, and then tell the other party that the goods can be shipped. Return or exchange;
If it is because the quantity shipped is inaccurate, the style is wrong, or the color is wrong, then you need to check: Is there an error in the order information? Or is there something wrong with the shipment? If this is the case, consider reissuing the goods to the user. If the customer finds a more favorable product, eBay sellers can reissue it or distribute coupons based on the actual situation.
Second, cross-border e-commerce eBay sellers must understand the platform’s policies and make returns within the policy. Customers must complete returns within one week of receiving the goods, and when returning goods, It must be communicated with the seller (by sending a video or picture for review). All goods must be sent back to the seller within half a month after receiving the goods, so if the buyer has already used the product and it affects secondary sales, the seller has the right to refuse.
If we talk about technology-based products or software-type products, they can be defined by the number of times they are consumed and used.
Third, after an eBay customer applies for a return, the seller should proactively provide a thank you letter, explain the above rules to the other party, and give a positive response to all questions raised by the buyer.
In short, when encountering an eBay customer applying for a return, cross-border e-commerce eBay sellers should actively respond and follow three steps: First, ask the other party why they returned the goods? The second is to understand the relevant policies of the platform; the third is to send a thank you letter to the other party and clearly explain the rules and solutions to the users.