Ben Franklin famously said there were just two things certain in life: death and taxes. Well, another is true for Amazon FBA sellers…
You WILL get returns.
So, how do we deal with them quickly, with zero hassle or negative feedback?
Handling returns can be a tricky business.
You always want to keep your customers happy and maintain your stellar seller rating. But at the same time, you don’t want to spend all your time dealing with niggling returns.
So, if you’re new to returns or you want to handle them more efficiently, this step-by-step guide is for you!
Step #1 Accept that returns are inevitable
Whenever you sell ANYTHING, you will get returns. It’s annoying but par for the course.
Some customers will say they want a refund and never end up sending the item back. Some will have clearly broken the item. Some will send back a completely different thing!
Don’t take it personally.
Step #2 Keep a record of the return notification
As soon as a customer requests to return an item, you’ll receive an email from Amazon.
It’s important to keep track of when the return was initialised as the customer has 45 days to send back the item. If they fail to do so, you can ask Amazon to reimburse you the money they refunded the customer.
It can be difficult to keep on top of these return notifications. You can use a simple diary or calendar, or you can automate everything with a tool like Boomerang. Boomerang integrates with Gmail and can be set up to send you a reminder 45 days after you receive the notification from Amazon.
Step #3 Contact the buyer
Now it’s time for some premium customer service – and to do that, you must assume the item is being returned for a genuine reason.
On seller central, send the buyer an ultra-nice message along the lines of
“We’ve received a notification that you wish to return an item. We’ll make sure that is processed ASAP.
I’m sorry to hear you weren’t completely satisfied with your order. If there’s anything I can do to make things better for you, just let me know and I’ll be delighted to help out.”
Such a message may stop them from leaving you a negative review and even persuade them to change an unfavourable review they might have already left.
Step #4 Check the item
When the returned item has been received by the warehouse, it’s a good idea to inspect it so you can be aware of any possible quality issues.
This could save you from headaches in the future!
Now, if you’re living in Australia and selling in Australia, for example, you can get the item sent to you so you can check it over yourself.
If you’re selling in the USA or UK, you can get the item sent to your prep company and a representative can check it over for you. I like to see the item with my own eyes, so I have my contact record and send a video of the item, or we have a Skype call.
That’s it! Returns might be a bit annoying, but when dealt with efficiently (and with a smile on your face!) it can be a great opportunity to flex your customer service skills and beef up your reviews!
Hugs and kisses