With the rapid development of the cross-border e-commerce industry, the number of online shoppers is increasing, and many cross-border platforms are gradually emerging, which makes the competition between the platforms increase day by day.
In order to attract more buyers to shop, platforms are working hard to improve their after-sales service and strive to give buyers a better user experience, such as introducing some return policies that are more beneficial to buyers, so as to make buyers more comfortable with the platform. Trust, more willing to shop on this platform.
The original intention of the platform is to better serve buyers, but it did not expect to attract some "white prostitute" buyers to maliciously return products by exploiting the loopholes in the policy, causing the return rate to continue to rise.
According to data, in recent years, the global e-commerce return rate has reached as high as 30%, and the annual loss in return is 100 billion US dollars, and the United States, as the gathering place of global cross-border e-commerce, the return rate is also high.
It is understood that the average return rate of US e-commerce in 2021 is as high as 20.8%, a year-on-year increase of 2.7%, and 16.6% of all items sold during the holiday shopping season were returned, an increase of more than 56% over 2020.
These data are enough to illustrate the seriousness of the return situation, and there are many buyers who maliciously returned!
The soaring return rate has increased the cost burden of sellers on various platforms. Therefore, in order to reduce malicious returns, various platforms are also making adjustments to reduce the rising return rate.
Amazon to overhaul buyer accounts
Recently, Amazon announced that it will limit or directly close the accounts of buyers who produce repeated returns: if the platform’s buyers return 5-10 times a month, or even more, they will receive a warning from Amazon. Additionally, the platform evaluates each account individually and may close the accounts of these buyers outright.
In the face of Amazon, which pursues the customer first, this move shocked many sellers. Some sellers said: Amazon must have felt the pain we faced when facing the return problem, and finally began to pay attention to us!
In any case, this move is definitely beneficial to Amazon sellers, and once this policy is implemented, it will not only increase the threshold for returns, but also reduce the return rate, and help sellers reduce losses caused by malicious returns. Yes!
The return problem is strange, how to minimize the return rate
As long as the buyer wants to return it, any strange reason can come up. Before, I heard that a customer who bought an umbrella gave the seller a one-star negative review after half a year.
This seller is really wrong.
What's more: six-star praise, this is the one that overflowed (so one star).
These are all weird reviews… Of course, such buyers are definitely a minority among the few. Under normal circumstances, buyers return for the following reasons:
1. The quality of the product is not good or the packaging is damaged
2. Clothes, shoes or products with size rules, the size does not meet
3. The actual product does not match the seller's listing description
4. The logistics cycle is too long, and buyers can't wait
Therefore, for a comprehensive reason, sellers should try to describe the product information in more detail on the platform, whether it is material, function, usage scenario, etc., they must be truthfully described. Before the goods are sent out, the appearance and quality of each product must be carefully checked, and photographed and recorded, real-time tracking of logistics information, and timely communication with buyers. When a product has been returned or a negative review has been generated, the seller should understand the reason in time, optimize the product, and avoid the recurrence of similar reasons for return.
Although Amazon's policy is very friendly to sellers, sellers themselves must also analyze the reasons for customers' returns and prescribe the right medicine to reduce returns.
When encountering the problem of malicious returns, you still need to be vigilant, pay attention to prevention, keep relevant evidence in time, provide it to Amazon when necessary, and protect your rights from infringement!