Whether it is an FBA refund or a self-shipping refund order, the seller must send an email to the buyer to apologize, and ask in a friendly manner about the product problem and the reason for the refund, and then state that they have been continuously optimizing and upgrading the product, and express that they need feedback from the buyer.
For FBA orders, Amazon customer service will help with return and exchange issues, but some buyers do not know how to contact Amazon customer service, so they will directly come to the seller to request a return or exchange. Sellers must not fail to reply to buyers’ emails, nor can they directly reply to ask buyers to contact Amazon customer service themselves. Sellers must remember that buyers are God, and if the products bought by buyers in the store are broken, it is the seller’s responsibility to help them deal with it.
The seller’s attitude of not being worthy of the price can easily anger buyers and cause them to leave bad reviews. Therefore, on the issue of return and refund, the seller can explain to the buyer tactfully: the orders shipped from the Amazon warehouse are handled by Amazon customer service. The seller cannot directly handle returns and exchanges, but can provide buyers with the way of Amazon customer service and explain that they will try their best to help them convey the problem to Amazon customer service, but the speed will be slower. It will be better for buyers to contact Amazon customer service directly, and the processing speed will be faster. It is recommended that buyers contact Amazon customer service themselves, and hope that buyers can understand the inconvenience caused. Buyers are generally more likely to accept such a reply, and will take the initiative to contact Amazon customer service to return and exchange.
Self-delivered returns are generally carried out in the form of return applications. Buyers will give a brief reason for return in the application. If the seller can solve these problems in a targeted manner, they can directly contact the buyer to apologize and provide solutions. If not, they can further ask more details of the product problems, take the initiative to show that they will be responsible for the product until the problem is solved, so that buyers can rest assured to cooperate. If there is indeed a problem with the product quality, the seller will promise to refund immediately, inform the buyer by email after the refund, and attach a screenshot of the order refund in the email. Don’t forget to apologize at any time. Taking the initiative to admit mistakes will alleviate buyers’ dissatisfaction caused by product defects.