During this period, many sellers are making various preparations for prime day promotion, but the seller’s partners often ignore a detail, that is, the loneliness after the carnival! Every year after Prime day, there are a large number of return orders to be processed by the seller.
In the past years, after Prime day, most of the orders returned, and the reasons for the return were various! There are product quality problems, logistics problems, and customers’ impulse shopping! In fact, the return problem is a normal of e-commerce, and what the seller needs to do is to minimize the controllable return range. Before this promotion, if we can make some corresponding effective actions, can we reduce the occurrence of customer return refund?
Providing specific product details and product parameters on the details page, such as interactive visualization tools such as high-resolution photos, videos and augmented reality (AR), can help customers make better decisions. This method is especially effective in some categories, such as clothing. The seller will provide detailed size information to ensure that customers can choose the right size before purchasing.
In addition, sellers of electronic 3C category can strengthen the product inspection and safety packaging work before delivery. Although the product inspection and packaging, product parameters and good customer experience can not completely avoid return, they can play a preventive role.
1. After the order is delivered, the customer requests to change the address, and asks the customer kindly if the address is too different. He also states that he will try his best to explain to the logistics personnel whether the address can be changed. If not, explain clearly with the customer and ask for his understanding. It can also be determined by the price of the product. If the price of the product is not high, the seller can consider sending it again. In order to avoid subsequent customer disputes, however, the seller will suffer a lot. If the price of the product is too high, the seller can write an email to the customer to explain that the order has been delivered, which is not convenient to modify the address, and request the customer’s understanding.
2. If the buyer cancels the order, the seller is advised to contact the customer to inquire about the reason for the cancellation and make a record. If it is a product problem, it can be used as a reference for future optimization; inform the customer that the goods have been delivered and cannot be recovered; if the customer does not want this product, it is suggested that the customer refuse to sign the goods after the goods arrive, and the Seller shall refund the buyer; if it is not delivered by FBA, the seller can also find a substitute on the Internet Handle or cooperate with the overseas warehouse address, and bear the corresponding postage and return fee; however, the return cost is higher and more troublesome, so it is recommended to negotiate with customers for refund.
Logistics is generally due to logistics information feedback is not timely, buyers can not track the product logistics information or waiting time is too long has lost patience. High return rate has a certain impact on the ranking, goods lost to customers to sincerely apologize and refund, ask for understanding.
Returns are mainly divided into the following situations: customers do not want (delivered), customers are not satisfied with the goods, goods are damaged, the seller missed delivery, wrong products. After confirming the situation, apologize to the customer first and ask for the other party’s understanding; if the product is damaged, you can explain the situation to the customer, which may be a problem in transit, and you can resend the goods to him. The seller must be euphemistic in expression and sincere in attitude, so as to provide customers with the best service.
Generally speaking, the reason for negative review is that the logistics is too slow or the product is damaged during transportation. The first time you receive a negative review, you can find the order number of the customer who left the feedback by various methods, and try to contact him. It is found that the shorter the negative review and the contact time, the better, which can arouse the attention of the customer and increase the probability of removing the negative review. Politely apologize and ask the reason, get feedback from customers, provide solutions (refund or resend) and customers agree to refund or resend. After returning or resending, request to modify the review or remove the negative review . For after-sales, the principle is: efficient and concise, quick decision! Good coping ability will not only bring different shopping experience to the buyer, but also improve the reputation of the store and maintain the security of the account.