According to a survey of consumer holiday spending last year, three out of every four consumers would review the store's refund policy before they shop. At the same time, the proportion of customers who hesitate or give up buying goods on holidays is even as high as 60% because of the unpleasant experience of having a refund returned.
This ratio seems surprising, but if you think carefully in fact, it isreasonable. Assuming that we replace our position to their own consumer's situation, will you be willing to continue to consuming in a shop which you have a bad shopping experience before. The answer, are the same just like many consumers. So if the last holiday consume experience was unpleasant, then it will impact the next shopping naturally.
However, the situation seems different if we think about it in the other side. If a customer had a very enjoyable online shopping experience during the peak season last year, does this mean that the customer will be more likely to continue online shopping in the coming year? There is no doubt that the answer is yes, if more optimistic thinking, the consumer will even become an automated shop promoter, and have a great chance of continuing to visit the store before only if he has the same demand in the coming years. Even though he may not eventually choose the same store after comparing prices and other factors, but as long as he remains optimistic about online spending, he will always have the opportunity to contribute to our store turnover.
Sellers are difficult to handle this attitude of consumers, but the mindset of consumers can not be easily changed, so we have to start from our own. Since the return refund policy will affect the actual sales, then make an advance preparation, the sooner you set up a smooth and appropriate return program, the sooner you can get out of the dispute that may occur, so as to better join the sales and product quality. Here are some ways for sellers to simplify the return process.
Before we actually start talking about the return, we must first think as a seller, try to minimize the probability of possible replacement and return. For this reason, we have to return to our own product page before proceeding with the return. Check the listing's title, image, five-line character, and product description for complete accuracy. Try to avoid any potential misunderstandings. In addition, the defination of product category may be far away from the imagination of customres,it is better to do similar goods price comparison before your listing being on sale in order not to appear in wrong product category. If the price difference is too large, Either consider the price changes, or have to check and confirm the category. At the same time, every time you sell a product, you should promptly push the e-mail evaluation. The purpose of doing so is not only to ask for review, but also push the e-mail to understand the potential return possibility, which can help you make a early plan to avoid short-term returns piles up and delay in customers' return apply.
Finish these things, it is necessary to take a look at your own return process. Amazon applied a new third-party seller return policy in October , the new return policy can save sellers' time to a certain extent. But specific to the subtleties, it need sellers to understand and their return policy with organic combination. If the seller also operates online store in other platforms in addition to the Amazon platform , then they have to consider the corresponding platform policy. Confirmed their own platform returned policy, the seller should proceed to conditioning their return policy.
First check your return address to ensure that if there is returned, do not disturb the customers because you don't receive the return.
Then you can compare with competitors of similar products to see their return period of goods and their return period settings, if your own return process is more stern than your competitors.
Sellers can even extend the return period only during the hot season promotion, because there is a very interesting survey that shows that a longer return period can reduce the rate of return of goods. This is because the longer a person owns an item, the less likely it is to make a decision to abandon it.
If you have been engaged in selling online for a period of time, you can make your appropriate schedule by referring to previous reviews from old customers, so that you can reduce the possibility of a delay in respond to feedback and thus your return possibility will be less. In addition to the scheduling plan, sellers should also actively communicate with your employees to ensure that each responsible employee has defined the current quarter's service standards.
As an Amazon seller, if you use FBA shipping, then Amazon has helped us solve the most likely problem – shipping.
All we have to do is make sure there is ample inventory and inventory is in good condition.
Finally, excellent customer service is able to recover the loss, the most direct evidence is that when a customer mis-purchased color or size mismatched goods, excellent customer service can encourage them to choose to replace the appropriate goods, rather than direct return paragraph. Keep the sales while allowing customers to feel satisfied.