When shopping online, returns and exchanges are inevitable, and as a leading global online retail platform, sellers at OZON face a variety of reasons for returns and exchanges. Today, this article will explore the common reasons for returns and exchanges for OZON sellers and their response strategies.
1. Goods quality issues
Quality issues are one of the main reasons for buyers to return goods. If the product has quality problems that affect normal use, buyers reasonably request returns and exchanges. Although some buyers may choose to keep the goods at a lower price, sellers may still face the risk of negative reviews once they encounter problems. Therefore, sellers need to conduct strict product quality inspections before shipment to ensure that product quality meets standards and avoid potential problems.
2. Products do not match descriptions
Buyers believe more in what they see with their own eyes. If the product received does not match the description, such as missing some items or the weight does not match, buyers will make theories. This may result in sellers needing to compensate or re-ship, and may lead to negative reviews. To avoid such problems, sellers should accurately and clearly present product information in product descriptions and avoid exaggeration.
3. Late delivery
Late delivery usually means that the seller cannot grasp the time of shipment of the goods in time. This may be caused by time delays in procurement, quality inspection, and labeling. Late delivery will cause buyers to cancel orders, and even cause a series of problems due to long delivery cycles. To avoid this, sellers need to strictly control the entire delivery process, estimate the time required in advance, and ensure timely delivery.
4. Wrong goods
In the case of big promotions, sellers may send wrong goods due to careless inspection. Buyers may understand, but in some cases sellers may choose to send defective products in order to save costs. In this case, not only will a return be requested, but it may also cause bad reviews. Sellers need to strengthen inspection procedures to ensure accurate shipments and avoid such problems.
The increase in the number of returns and exchanges will not only affect the seller’s sales confidence, but also increase the cost of store operations. Therefore, sellers need to take effective measures to properly handle potential problems, improve customer satisfaction, and ensure the safe operation of the store.