1. Ideas on handling claims (A-to-Z) and chargebacks
Claims and chargebacks are important indicators for evaluating store performance. Amazon attaches great importance to claims and only gives three days to handle them. If the seller has not handled the problem after three days, Amazon will automatically refund the buyer. In the case of claims and chargebacks, sellers should contact the buyer as soon as possible, and it is best to get the buyer’s phone number and communicate efficiently to solve the problem. In the process of communicating with the buyer, the seller only discusses the solution to the problem, solicits the buyer’s opinions, and after reaching an agreement, asks the buyer to help cancel it.
2. Ideas on handling negative reviews
The idea of handling negative reviews is the same as that of claims. Sellers should quickly find the orders with negative reviews and contact the buyers. The content of the email should not mention the negative reviews, but should sincerely solve the problems for the buyers and satisfy the buyers with good after-sales service. When the seller sends an email to the buyer to handle the negative reviews, the buyer often does not reply. The seller needs to patiently send it several times, and there are some intervals between the sending time. It is recommended to send it every morning and evening, but be careful not to send it every day, otherwise it is easy to make the buyer disgusted or feel harassed. When the buyer is satisfied with the solution to the problem, the seller can tactfully ask the buyer to help modify or delete the negative review.