Amazon FBA delivery and after-sales handling guide

Amazon FBA (Amazon Logistics Distribution) provides sellers with many conveniences, not only solving the logistics problems of cross-border sellers, but also simplifying the after-sales process. This article will integrate relevant information to help sellers better understand and utilize FBA services.

Advantages of FBA model

For Prime members, one of the most important services is the free 2-day shipping provided by FBA. One of the biggest challenges faced by early cross-border sellers is the delivery time of more than 14 days under the self-shipping model, which not only affects the buyer’s shopping experience, but may also cause orders to be canceled during delivery. Although establishing overseas warehouses is one of the solutions, it is too costly and difficult to manage for small sellers. In contrast, FBA can not only provide efficient warehousing, packaging, distribution and other services, but also handle customer service and returns and exchanges. This means that sellers can focus more on product operations and reduce logistics-related work burdens.

FBA return policy and processing

Amazon allows buyers to apply for returns within 30 days after receiving the goods. For goods purchased in specific periods (such as November and December), the return period can be extended to the end of January of the following year. The return process for FBA products is relatively simple. Buyers can complete the return or exchange directly through the Amazon platform without additional communication with the seller. If an item is delayed in shipping, the seller can use the following template to respond to the customer in the return request:

Dear customer,
Sorry to hear your package arrived late. We have approved your return request. Please provide your return tracking number, and we will fully refund you after receiving the item. Besides, we can provide a 20% partial refund as compensation if you are willing to keep it. Please also consider that.
Thank you for your understanding. We are looking forward to hearing from you soon.
Best regards,
James
P.S. Here is our Return Address:
12345 ABC Street #1
Los Angeles, CA
98765

In addition, starting from June 15, 2021, all professional sellers are required to join the “Amazon Prepaid Return Label” program, while individual sellers can choose to join. This change brings the self-shipping return policy closer to FBA standards and reduces the number of emails sellers have to deal with returns.

Return and exchange process for self-delivered products

Compared with FBA, the return and exchange process of self-delivered goods is more complicated and requires email communication and confirmation between buyers and sellers. Sellers can verify the condition of the goods by asking buyers to provide photos, etc., as a basis for refunds. If the seller does not have overseas warehouse resources, it may be necessary to process the return request through a partial or full refund.

Design skills for after-sales cards

When designing Amazon after-sales cards, you should pay attention to artistic sense and attractiveness, while maintaining sincerity in language and expressing gratitude. Avoid content that directly asks for a positive review or offers an incentive in exchange for a review. The text in the card should be concise and clear, and use words like “you” and “we” to get closer to the buyer. Compliance operations are also key, and any card content that violates Amazon’s regulations needs to be modified in a timely manner.

To sum up, whether it is FBA or self-shipping model, sellers should pay attention to the quality of after-sales service and improve customer satisfaction through effective communication strategies, thereby promoting the long-term development of the store.