If the buyer doesn't want it and wants to return it directly, as a seller we need to advise the customer not to return it (if you choose the seller's reason when returning the goods, the goods will become unsellable, and unsellable goods are no different from useless. Buyers choose themselves The reason will be re-sent to the Amazon warehouse, but we are responsible for the return fee, and in my experience, buyers will not choose to return the goods for their own reasons in most cases). Ask the buyer if he can refund part of the money and keep the product. , usually most buyers are willing to keep the product

If the buyer is dissatisfied with the product (color difference, size, defect, wrong style, multiple missed shipments, buyer's inability to operate, product pictures do not match the actual product, etc.), we need to confirm the buyer clearly reasons and try to communicate

If A-Z is caused by dissatisfaction with the return, you should check the reason for the return and the relevant emails for handling the return, summarize why the customer wants to open A-Z, and then contact the buyer to negotiate and resolve the situation.

If the customer directly contacts AM to open A-Z, actively contact the customer within 2 or 3 days. It is best to use a combination of emails, text messages, and phone calls to contact the buyer and request to cancel the A-Z application.

If you fail to contact the buyer through the above methods after 3 days, you can appeal to AM, stating the specific reasons and evidence that we have tried our best to contact the buyer, and AM will make a decision. We appeal to AM, and if the appeal is successful, AM will compensate the customer, but it will still be included in the ODR. If the customer does not reply to us or accept our opinions and suggestions within 14 days, and we do not complain to AM, AM will directly deduct the money from the seller's account and give it to the customer, which will also be included in the ODR.

At the same time, please note when contacting buyers: Do not directly display it in the email: I will refund you and you help me turn off A-Z, which will be considered by Amazon as a way of inducement; First solve the customer's dissatisfaction. After the customer is satisfied with our handling method, we can ask the other party to shut down A-Z for us. At the same time, express gratitude, etc.; if the customer does not reply to the email, call the customer directly; generally a phone call will solve the problem faster and better. Even if you need a refund and ask the other party to help close A-Z, you must pay attention to the wording

First, apologize to the customer, and then inform the customer of the latest logistics information.

It is recommended to sincerely apologize to the customer and ask whether reshipping is needed. If it is not necessary to refund the customer in time, apologize again and ask for understanding.

First of all, we should appease the customer's anxious mood, and then listen carefully to the customer's feedback. When talking to the customer, we should try our best to show that we are also helpless (logistics belongs to a third party). And said that the safe receipt of the goods by the customer is the most important thing. We need to give the customer a time limit to deal with the matter, such as within 24 hours, otherwise the customer is likely to directly apply for a refund.

After negotiating the processing time with the customer, we need to contact the logistics as soon as possible to find out the cause, and ask the logistics to proactively contact us after finding out. After we have contacted the logistics, we need to explain our current after-sales progress to the customer and let the customer know. We are helping him deal with the problem, rather than doing it perfunctorily (this is a matter of details and personal habits, you can learn from those who think it is good). If the logistics side gives us feedback that the item has been lost, then we must contact the customer as soon as possible to explain the reason and promise to help the customer reissue it. If the customer says it is too late, we can reissue it based on the customer's receipt information. Reship the goods or accept a refund from the buyer. In short, we must not neglect our customers.

First contact the buyer and ask the reason for the return. If the buyer must return the goods, ask the buyer to refuse the return, and then refund the buyer on the order management page. It is recommended to refund as soon as possible. Generally, wait for the goods to be sent back to the warehouse before refunding. , but in order to avoid negative reviews, you can choose to refund as early as possible; (If the seller receives an Order cancellation request email, the customer wants to cancel the order. In this case, the seller can look at the reason why the customer canceled the order and cancel the order according to the customer's requirements. )

There are usually disputes over shipping costs, and we have to patiently explain the particularities of online shopping (there is a logistics link in the middle). For example, as soon as we shipped the goods, the customer said he didn't want it anymore and applied for a refund. However, when the goods were shipped, the shipping fee was already included, but the refund the customer applied for was in full. At this time, we have to patiently explain to the customer. Why should he deduct our shipping costs when applying for a refund? When deducting the shipping freight, you can tell the customer that we will only deduct the internal price of the freight for our shipment, and will not deduct too much, so that the customer can accept it more easily. During the communication process, you can also tell the customer how troublesome this matter is, so that Customers understand our hard work, which makes it easier for customers to accept the shipping costs that need to be deducted. Try not to get into trouble with the customer on this issue, because he is likely to be your next customer