How should we avoid returns and exchanges to the greatest extent and solve the problem perfectly?
1. Seller’s reasons
Sellers need to start from the following aspects.
If you are a trader, please inspect the goods carefully and change to a reliable supplier. If it is a factory, please strengthen quality inspection and improve the quality of your products. At the same time, try to improve the packaging level of the product, and do not let customers think that the product is a street stall. A high-end packaging is the first impression you leave on customers. It’s important to remember that on Amazon, product is king.
When writing a description, do not blindly exaggerate. Be sure to write down every function of the product in detail, so as not to overwhelm customers after getting the product. Whether the function is exaggerated or the function is not fully written, customers will have the idea of returning or exchanging the product.
Check carefully before shipping. Don’t cause problems due to carelessness. This is the last step before you hand over the product to the customer. Be sure to conduct a secondary inspection, whether it is self-delivery or FBA, otherwise customers will not be merciful when returning or exchanging goods. And please note that delivery must be on time.
2. Reasons on the buyer’s side
We generally don’t have many good solutions for returns and exchanges due to reasons on the buyer’s side. After all, the customer is the absolute god. For returns and exchanges for this reason, the best way is to communicate with the customer as much as possible. If you can’t even speak English fluently, then you shouldn’t consider self-shipping. You should go all out with FBA and leave customer service to Amazon.
If you are doing self-delivery, you must be careful about the “measurement”. After all, even if the customer returns or exchanges the goods, you will only lose an order. If you repeatedly communicate with the customer and cause the customer’s resentment, directly contact the customer. A negative review or A-Z from you may affect your orders for a month.
3. Logistics reasons
Returns and exchanges due to logistics reasons generally cannot be compensated. We can only rely on FBA or a timely replacement of reliable logistics providers. Never choose a logistics provider or logistics method just because it can save you a few dollars. A stable logistics is much more important than a few dollars. What’s more, really good logistics companies often have more dealers and their prices are cheaper.
Finally, we would like to emphasize a rule about returns and exchanges. In the process of communicating with customers, your account is the most important. Never have conflicts with customers because of one or two items, which will lead to more unexpected problems. If the customer requires a return or exchange, go and communicate with the customer. If the customer ignores you, or the customer clearly expresses that he will not change his position when he replies to your email for the first time, then you should not make unnecessary sacrifices, because the risk is too high.
Of course, this is mainly for self-shipping sellers. If it is FBA, Amazon customers will be very active in helping you return the goods.