Sellers often encounter situations where buyers withdraw their appeals on the Amazon platform. If the buyer withdraws the appeal, the seller will be able to obtain a higher seller rating and fewer returns. The following will introduce how Amazon contacts the buyer to withdraw the complaint.
Step one: analyze buyer information. Merchants need to read the complaint information carefully and understand the issues listed by the buyer. In addition, the merchant also needs to confirm necessary information such as the time when the complaint was received, phone number or email address. Once merchants know this information, they can find better ways to communicate with buyers to resolve issues. Merchants can contact buyers via email or phone and request clarification and elaboration of the issue. If the buyer does not provide enough information, the merchant needs to patiently ask and clarify. Merchants also need to show buyers that they are willing to try to solve the problem and involve the buyer’s needs as much as possible.
Amazon merchants who are learning how to contact buyers to withdraw a complaint should read Amazon’s complaint procedure in detail. Merchants need to let buyers clearly understand the steps of the appeal process, what materials need to be submitted, and when they need to be submitted. Merchants should also tell buyers that they can consult the merchant at any time if any problems arise during the process.
Step 2: Send a letter requesting the withdrawal of the lawsuit. Merchants need to make it clear that they are eager to resolve issues and assist buyers. Merchants need to tell buyers about the changes that have been made or give reasonable explanations. Merchants should find solutions to problems so that buyers can be more satisfied with the merchant’s attitude and situation.
Step 3: Inform Amazon that the lawsuit has been withdrawn. The evidence provided by the merchant should clearly and unequivocally show that the problem between the merchant and the buyer has been resolved and the buyer has agreed to withdraw the lawsuit. Merchants should provide the time it took for the buyer to reach them and verbally agree to resolve the issue, email screenshots, or other supporting materials to support their claims.
In short, merchants may encounter different complaints when doing business on Amazon. Merchants need to clearly know how to contact buyers on the Amazon platform to withdraw complaints, and communicate with buyers via email or phone. The merchant should show sincerity and care for the buyer in the letter, and submit relevant evidence to Amazon to prove that the buyer has agreed to withdraw the lawsuit. All in all, merchants should do their best to solve problems and satisfy buyers’ requirements in order to successfully run their business on Amazon.