If the seller uses the FBA logistics model, then the return of goods is mainly handled by Amazon staff, but the seller still needs to follow up continuously to ensure that the goods can be returned and related issues can be resolved. When the seller follows up on FBA returns, there are mainly steps such as recording return emails, contacting the return buyer, returning the returned goods, and inspecting the returned goods.
(1) Record return emails
When the buyer initiates a return of goods, Amazon will immediately refund the money and notify the seller that the refund has been deducted from the account. The seller should create a folder in the email application to organize these emails so that the refunded and returned goods can be recorded.
The seller needs to verify whether the returned goods are returned within 45 days. If the goods are not returned within the specified 45 days,
then the seller can apply for compensation from Amazon.
(2) Contact the buyer of the returned product
After Amazon processes the order, it is necessary for the seller to contact the buyer and apologize for the unpleasant shopping experience to gain the buyer’s understanding. For example, the following is a template used by a seller to contact the buyer of the returned product.
Amazon just informed me that you have applied for a refund for product xx. We are sorry that we cannot provide you with a satisfactory product. Since this is a member order, Amazon will refund you immediately, so I will make sure that the refund is successfully returned to you. Is there anything I can do to make it up to you? Thank you for taking the time to read this email. I wish you a happy life!
(3) Return the returned product
When the product is returned to the Amazon warehouse, the warehouse staff will check whether the product can be returned to the seller’s inventory for resale and distribution. There are mainly three situations.
①If it is found that the product has been opened by the buyer, the staff will mark the product as “buyer damaged goods” and it cannot be put back into the deliverable inventory.
②If the product is returned on the grounds of defective products, the staff will not put it back into the deliverable inventory.
③If it is found that the product has not been opened, the packaging is not damaged, and the product is not marked as defective, the staff will list the product in the sellable inventory and sell it again.
(4) Check the returned goods
No matter what the reason for the return of the goods, the seller should collect all returned goods and check them personally. In order to speed up the work, Amazon staff will not check very carefully. If the product is to be listed as a brand new product, its packaging must also be brand new. Even A small tear in the box or a little damage to the packaging can also make the buyer suspect that the product is not brand new. If the buyer who received the product returns the product again and complains to Amazon that the seller is trying to sell used products as new products, the seller’s account will receive an Amazon warning, even if it was the Amazon warehouse staff who listed the returned product as a new product.
So sellers should return the products to themselves and decide whether to sell the returned products again, instead of leaving the decision to the warehouse staff. If the returned product has not been opened and is still in new condition, the seller can also send it back to Amazon to sell it again. Although it takes a lot of time, energy and money to send these returned products back to the seller for inspection, it is worth it to protect the seller’s store account.