Just think about it, why do customers who are so worried about trouble still take the trouble to return or exchange goods?
As we all know, European and American customers are very trouble-free, but your goods can still make them take the trouble to return or exchange your goods. Why? In order to help readers get vaccinated in advance, we will introduce in advance a return and exchange product that seems to be accessible only in the later stage of sales. After all, Amazon cannot be one of the top platforms in the United States with the highest return and exchange rate.
After getting vaccinated, let me tell you the real reason why customers come to you to return or exchange goods. Since European and American customers are very trouble-free and still trouble you, it’s because your products really can’t meet their expectations. In the European and American markets, most products are well packaged. Even a pair of insoles are packaged in an exquisite box and sold in supermarkets. When your customers see your product for the first time, if the packaging does not meet expectations, it is inevitable that the customer will ask for a return or exchange. So before we start talking about returns and exchanges, let me first talk to you about the importance of product packaging. Try to use packaging that is not easily damaged during transportation. This is the first step to successful sales.
1. Analysis of reasons for returns and exchanges caused by sellers
As mentioned earlier, packaging will cause customers to return or exchange goods. Next, let’s discuss what other reasons besides packaging can cause customers to return or exchange goods. goods.
1. The goods themselves have quality problems. If your goods have quality problems, there is no doubt that the customer will request a return or exchange. However, the price of some products is really low. In this case, the customer may not return or exchange the product, but choose to leave you a negative review. In any case (of course, negative reviews have a far greater negative impact on us than returns or exchanges, which we will talk about later), this is not what we want to see.
In order to avoid this kind of problem, we should proactively conduct quality inspections of products, and strive to complete all inspections and passes before the products are shipped; otherwise, one or two bad reviews may ruin the product. your listing. The reason why Amazon places great emphasis on details can be seen from here. A small mistake in the quality inspection process may cause your Amazon road to be blocked.
2. The product does not match the description. I believe everyone is familiar with the joke about the huge gap between the buyer’s show and the seller’s show on an e-commerce platform, but if this happened on Amazon, it might not be the same. It’s a joke. Customers will mercilessly complain that the actual product does not match the description, and then return or exchange the product or give you a negative review.
When selling things on Amazon, customers believe what they see with their own eyes, and there must never be a huge gap between the so-called buyer’s show and the seller’s show. In order to improve the conversion rate of their products, many sellers go to any lengths to blindly exaggerate their products in product descriptions, which leads to a huge psychological gap when customers get the products, and returns and exchanges are inevitable.
For example, in the clothing category, in order to sell, sellers will pretentiously promote how good their products are and how comfortable their texture is, while ignoring the authenticity of the product itself. In this way, customers will inevitably feel a sense of disparity after buying the product and return or exchange it is inevitable.
3. Failure to carefully inspect the shipment
Before shipment, due to the seller not carefully inspecting the goods, the wrong goods may be shipped. When encountering this situation, it is understandable for customers to return the goods. Of course, we want to avoid this situation, because this kind of loss is too embarrassing. There is another situation where some defective products are sent to customers as good products, or some products tested on the production line are sent to customers, and the traces of use are very obvious. When encountering this situation, customers will not only ask for returns or exchanges, but may also leave negative reviews for the store.
4. Late delivery
Late delivery is caused by FBM (Fulltll bv Merchant, seller self-delivery, the same below) sellers, although FBA (Fulfillment by Amazon, Fulfillment by Amazon) has been fully recognized for its convenience and ease of use, but some sellers still insist on choosing free shipping. Self-delivery will cause a long delivery cycle from domestic to overseas. During this period, some buyers will cancel orders at any time due to impatience. Returns and exchanges caused in this way are the most troublesome among many returns and exchanges, and the most troubling for sellers. If you return it, the goods have been shipped; if you don’t return it, you will lose more than you gain if a customer gives you a bad review.
2. Buyer’s reasons
Buyer’s shopping on Amazon is guaranteed, so in most cases, customers can choose to return the product at any time.
1. Buyers often place wrong orders. Sellers often receive emails after buyers place orders, saying that they have placed wrong orders and need to cancel them. If it is a newly placed order or FBA, it is easy to solve; but If it is self-shipped and the customer wants to cancel the order after we ship it, it will be more troublesome. In international transportation, there are too many reasons that we cannot control, so there are no good solutions here.
But one thing to remind everyone is that foreign buyers sometimes make mistakes. For example, they often place two orders in a short period of time. So once a customer places two orders in a short period of time, be sure to communicate with the customer and verify. If the customer does not reply to your email, you can try to confirm the shipment. Because customers will receive credit card deduction information after shipment is confirmed, and customers generally care about this information.
2. Does not meet customer expectations
After receiving the goods, if the customer finds that the product does not meet their own standards, or the size is inappropriate, or they even cannot figure out how to use the product, It is possible to request a return.
3. Return and exchange without reason
Amazon’s products support return and exchange without reason. As long as the customer is not satisfied, he can initiate a return. As a seller, you are not allowed to make any abnormal Reason for rejecting the buyer’s return or exchange application. Even if a customer initiates an unreasonable return or exchange after using the product for a period of time, the seller cannot refuse.
3. Transportation reasons
Product damage: If the product is damaged during transportation, whether it is FBA or self-delivery, customers can do it openly Reject the goods.
The process takes too long: Especially sellers who ship goods by themselves are certainly no strangers to returns and exchanges for this reason.
Loss of goods: If the goods are lost during transportation, do you still expect the buyer to forgive you?