Since European and American customers are very afraid of trouble, when customers apply for return and exchange, it is largely because the seller’s products really cannot meet the customer’s expectations. Customers may return and exchange goods due to the following problems caused by the seller.
First, the quality of the product itself is problematic. If the product received by the customer has quality problems, then it is unquestionable to request a return and exchange. In order to avoid such problems, sellers should actively and proactively carry out product quality inspections and strictly control product quality to avoid losing the big picture for the small.
Second, the product does not match the description. For such incidents, Amazon customers will ruthlessly complain that the actual product does not match the description, and then request a return or exchange or give a bad review. Therefore, here we should remind sellers not to blindly exaggerate their products in the product description in order to increase the conversion rate of the product, which will cause customers to have a psychological gap and request a return and exchange.
Third, late delivery. Late delivery is more common among sellers who ship by themselves. Since the convenience and ease of use of Amazon FBA have been fully recognized by consumers, if the seller ships through FBA and the buyer gives a bad review of the logistics service, the seller can ask Amazon customer service to remove the review, which will not affect the product ranking. However, for some sellers who insist on self-delivery, the buyer may cancel the order midway due to the long delivery cycle. At this time, if the seller chooses to return the goods, the round-trip shipping cost is expensive and borne by the seller. If the return is refused, the customer’s bad review will also cause serious losses to the seller.
Here are some stop-loss solutions for sellers to refer to. For some low-priced goods, if they are returned or exchanged, the round-trip shipping cost needs to be borne by the merchant, so the purpose of solving the problem is to try not to return the goods, so that the buyer can keep the product without sending it back. The product is at the buyer’s disposal, and the seller will send a brand new product with no quality problems to the buyer, or provide a full refund. If you don’t do this, the seller will lose more than the gain if you get a bad review. For high-value goods, sellers should fully consider whether they can be resold and the store operation costs. If a second sale is possible and the round-trip shipping cost is affordable compared to the second sale, this method can be chosen. If not, follow the principle of timely stop loss and try to negotiate a solution with the customer.
When merchants encounter customer return and exchange issues, they should follow the principle of timely stop loss and discuss with customers a solution that both parties can accept. In this process, do not intensify the conflict, and do not bring bad reviews because of a small profit on a product. Afterwards, merchants should also reflect more, find the cause, and solve the problem as soon as possible to avoid the recurrence of such incidents.