If the FBM logistics model is used for delivery, then when the buyer returns the goods, the seller can only handle it by himself. The process of the seller’s self-handling mainly includes identifying the reason for the return, communicating with the buyer, effectively reducing costs, and recycling the goods.
(1) Identifying the reason for the return
The seller needs to first identify the reason for the return based on the buyer’s feedback, for example, the buyer returns the goods because of poor quality.
(2) Communicating with the buyer
The seller can communicate with the buyer, sincerely apologize and give the buyer some compensation without violating Amazon’s rules, such as small gifts, coupons, etc., which may convince the buyer to choose to cancel the return.
(3) Effectively reducing costs
Some buyers will definitely insist on returning the goods. At this time, the logistics and freight issues will be involved, which can be mainly divided into the following two situations.
① Returns caused by product quality and delivery operation problems (such as delivery timeout, packaging damage, etc.) are generally borne by the seller.
② Amazon supports buyers to return goods without reason but does not force buyers to bear the return shipping costs. Taking the US site as an example, if the return application is caused by the buyer, if the return is to the US, the seller can negotiate with the buyer to decide the proportion of return shipping costs; if the return is to China, the international logistics costs will be borne by the seller.
When the above situation occurs, the seller must consider how to reduce the cost of returns. For example, they can cooperate with some local companies to let buyers send the returned goods to the local address. When the goods accumulate to a certain amount, they will be packed and sent back to the country to save logistics costs.
(4) Product recycling
The returned goods may have some minor defects, and the following methods are generally used for processing.
①The seller bundles the returned goods with hot-selling goods for sale and offers preferential treatment.
②The real seller resells the returned goods, but the price should be lower, making them special products.
③The real seller can cooperate with charity organizations to donate the returned goods to people in need.