After-sales service includes regular email consultation, and the content of the email varies. Some may be because the buyer does not know how to use the product, so he sends an email to ask how to use it; some may be because the buyer reports that there is a problem with the product and needs the seller to provide a solution. In addition, after-sales service also includes order cancellation, refund and exchange, order claim (A-t0-Z), credit card chargeback, bad reviews, etc. After-sales service work is relatively cumbersome, so how can sellers deal with these problems effectively?
Amazon does not have tools to communicate with buyers instantly like Taobao. After-sales service on Amazon is basically handled by email. However, the efficiency of email is not high. A problem needs to be communicated back and forth for several days before it can be solved. In this way, buyers will lose patience to solve the problem, resulting in a direct request for a refund. Therefore, if you want to improve efficiency, sellers should try to solve the buyer’s problem with one email, instead of delaying like other platforms in handling after-sales. When encountering some problems that cannot be solved by email communication, sellers can directly contact buyers by phone, or attach their own phone number (instant messaging app) to the product after-sales card so that buyers can ask in time when they encounter problems.
1. How to retain buyers who want to cancel orders
When buyers cancel FBA orders, they do not need to contact the seller because Amazon customer service will help handle it. However, sellers still need to screen out such orders from the background and send emails to buyers, asking in a friendly manner why the orders are cancelled and hoping that the buyers can make suggestions for improving the products to meet the needs of buyers. This way, buyers know that sellers really want to provide good products. Even if the buyers have chosen other people’s products this time, they may pick up the cancelled orders to pay, or they may really reply to the emails and give the sellers some suggestions. These suggestions are of great reference value for sellers to optimize products and develop products later.
For self-delivery, if the buyer wants to cancel the order 30 minutes after placing the order, he needs to contact the seller. Some buyers do not know that they need to contact the seller first, but will directly contact Amazon customer service, and customer service will convey the buyer’s email to the seller. When receiving such an email to cancel the order, you need to first ask the buyer why the order is cancelled, and give some discounts to persuade the buyer to consider keeping the order, and at the same time promise to help cancel the order if the buyer really does not want to buy the product. Sellers should leave room for buyers to choose between two options, and never force them.
2. About the process and ideas for handling returns and exchanges
Whether it is an FBA refund or a self-delivery 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 buyers.