1. Logistics reasons
Both FBA and FBM orders have the phenomenon of lost packages. Once lost, the seller must refund the customer. If it is an FBA order, Amazon will give the seller a certain amount of compensation, and it will not affect the performance of the account; if it is an FBM order, in addition to causing customers to initiate a refund application, it is also very likely to bring negative reviews and complaints, which will affect performance. To reduce the phenomenon of lost packages, sellers can choose to cooperate with international logistics with strong logistics transportation capabilities and fast timeliness (E-mail can be used for items under 2 kg), and try to reduce the return application caused by logistics and ensure the transportation timeliness.
2. Buyer reasons
1. Buyer placed the wrong order
Buyers mistakenly bought the wrong product or placed repeated orders. Within half an hour after payment, if the buyer finds a problem with the order, he can cancel it by himself. If it exceeds half an hour, FBM orders need to contact the seller to cancel the order, and FBA orders need to contact Amazon customer service. Therefore, when it is found that a customer has placed repeated orders for the same product, the seller needs to confirm with the customer through email to avoid returns due to wrong orders after delivery.
2. Unreasonable returns
Customers’ unreasonable returns are essentially “reasonable” reasons, such as buyers simply don’t want the goods after receiving them, find that they don’t like the product, feel that it is useless, or find that other products are more favorable and more practical. These may be the reasons for buyers to return goods without reason. Therefore, sellers should continuously improve the packaging, price, quality and other aspects of the products to satisfy buyers, rather than blindly pursue product profits.
3. Malicious buyers
No matter what e-commerce platform it is, there will be malicious buyers who take advantage of loopholes, and Amazon is no exception. These malicious buyers may be competitors or real buyers. As we all know, the Amazon platform has always taken customer experience as the first operating principle, and sellers are light and buyers are heavy. Therefore, the platform’s return policy is quite loose, which provides some malicious buyers with room for maneuvering. For example, some buyers will lie that the product is lost and ask for a refund, and some will even directly refuse to accept refunds or returns, or ask to cancel the order when the goods are on the way. If similar buyers are found, sellers can report them. Once the platform determines that the buyer has malicious purchases and returns, it will restrict them or directly close the buyer’s Amazon account.