A seller who ships the goods by himself reported that the buyer initiated a return request to the seller after receiving the goods because the product was damaged. The seller also replied to the buyer’s email and promised to resend a new product or refund the money, but the buyer has not responded yet. At this time, the seller asked: “Should I continue to wait for the buyer to reply to the email, or should I process the return request first? If I don’t process the return request now, what will be the impact on the account?
With the help of this case, let’s explain the normal return process.
1. Conventional return process. During the return protection period, the normal refund process is as follows. After the seller receives the return application in the background, he will first contact the buyer to understand the reason for the return through the pictures sent by the buyer, the description of the product damage, etc. If it is determined that the product is damaged due to the buyer’s reasons, the seller has the right to reject the return application; if it is not the buyer’s fault, but the product itself, logistics or other reasons cause the product damage, the seller needs to process the buyer’s return application and communicate and coordinate with the buyer to make a full refund or partial refund, or reissue. Specifically, there are 3 ways to deal with it.
① If the value of the goods is not high and the buyer does not request a return, the seller will directly give the product to the buyer and refund the full amount; if the value of the goods is high, choose to negotiate Partial refund, and prompt the buyer to evaluate the seller’s service.
② With the buyer’s consent, resend the product to the buyer.
③ In the case of a high value of goods, the seller agrees to the buyer’s return and refund application, and provides the buyer with a return address and prepaid label. After receiving the goods, the refund will be processed.
2. Special return process
The buyer applies for a return after using the product for two or three months or after a year or so. Should the seller agree to the buyer’s return application?
If the seller does not agree, the buyer may leave a bad review or modify the bad review; if the seller agrees, the loss will be great, what should I do? In such a situation, the seller should consider multiple factors and handle it as appropriate. Specifically, there are 3 points.
① Consider Amazon’s return policy, Review, Feedback, A-to-Z policy, and the after-sales warranty period promised by itself. The return protection period for general categories is 30 days, Review… It can be retained and modified at any time. Feedback and A-to-Z can only be operated within 90 days of receiving the goods.
② Verify whether the reason for the return is caused by the buyer or the product itself.
In the case of a return due to product quality problems, the buyer and seller can negotiate the matter. The seller can give the buyer a full refund or a partial refund, or provide after-sales maintenance services. The specific solution can be determined based on the value and size of the product. If it is a large or heavy product, and the seller does not have an after-sales point overseas, the shipping cost for returning the product for repair will be very expensive. At this time, the seller can negotiate with the buyer for a partial refund without returning the product; if it is a small or light product, it can be considered to be returned for repair, reissue or refund. In short, the seller should solve specific problems specifically and flexibly choose an economical and convenient solution.
③ If the product is not within the return protection period and after-sales maintenance time, and is not due to product quality problems, the seller can refuse the return application. If the buyer has any objections, the buyer can contact Amazon to assist in solving it.