Both Amazon return dissatisfaction rate and customer service dissatisfaction rate are the index of negative feedback, in other word is to ensure that the interests of buyers are protected before and after shopping. Return doesn't matter a lot, but what the dissatisfaction rate means?
Customer service dissatisfaction rate refers to if seller's answer is able to solve the buyer's problem during the dialogue between buyers and sellers before ordering goods; and return dissatisfaction rate is refer to the customers does not satisfied with the the goods, then the seller's approach to deal with the return dissatisfy the buyers in the return process, the specific concept is as follows.
Return unsatisfied rate = return satisfaction rate/ return number
Assuming if I was lucky to sell thousands of goods in one month, and only have one return. While I am happy for this, this buyer actually gave a bad review for the return. In this case, then this dissatisfaction rate suddenly become 100% !!!
First, Return Dissatisfaction Rate
The return dissatisfaction rate is used to measure the satisfaction rate of the buyer with respect to his return processing method. It consists of three separate components:
① Negative ReturnFeedback Rate
② Late Response Rate
③ Invalid Rejection Rate
Negative return rate refers to the percentage of valid return requests received from negative buyers. For each return request, Amazon asks the buyer if the seller has already resolved their return issue and if the buyer states that their return issue is not resolved, the return request will be viewed by Amazon as negative feedback.
Here are some steps you can take to reduce the chance of receiving negative feedback:
①Approval of automatic returns. You can automatically approve all return requests received within a certain number of days you set, or only approve the return that meet Amazon's return policy. This will reduce the chances of receiving negative feedback. Learn how to approve automatic returns.
②Check daily for return requests. Failure to respond to a return request is most likely to result in the appearance of negative feedback. Ignoring the request is more likely to result in negative feedback than the approval request.
③Quickly reply. The longer response time is the key reason for the negative feedback. Replying more than two days later will greatly increase the likelihood of buyers leaving negative feedback as opposed to replying on the same day.
④Solve the buyer's problem. Refusing the request and not addressing the buyer's problem more easily lead to negative feedback than agreeing to return the goods.
⑥Monitor negative feedback. Requests for returns that received negative feedback are more likely to cause the buyer to file a claim.
What is the delayed response rate?
The seller will process the buyer's return request within at least 48 hours. Amazon will treat this as a delayed response if the seller does not approve the return within 48 hours of receiving the request, provide a refund or close the request.
Invalid rejection rate
Invalid rejection rate is the percentage of compliant reject requests that are incorrectly rejected. If the return meets the policy requirements, the seller should provide the buyer with a full refund, approve their request or resolve their issue to ensure that they no longer want to return. If you fail to meet either of these criteria, Amazon will treat the return as a false rejection.
Amazon will approve a Partial Refund after the buyer submits a Return Request. However, before giving the customer a partial refund, you need to manipulate the Return Request from the AMAZON Manage Returns interface to choose to close or accept the return.
For example, if a customer submits an Return Request and receives a $ 3 discount after communicating, you need to close the return request from Amazon's backstage before returning $ 3 to the customer, and then give the customer a $ 3 refund. If you do not close the request but directly refund the discount,it is counted as invalid Rejection. If you have previously received a customer's return request from Amazon backend and then provide a partial refund, you are not considered an Invalid Rejection.
When dealing with the customer's Return Request letter, ask the customer to receive a discount or return or replacement, you need to pay attention to the tone and attitude of the reply letter, try to avoid a negative feedback.
Performance indicators of return unsatisfaction rate
The official recommendation is <10%, there is no hard sanctions, but the seller still need to pay attention to, because the data will eventually be calculated to ODR (order defect rate).
Therefore, communicating with buyers is the best way to smooth out these dissatisfaction rates. Whatever the problem, we can try to communicate with buyers, find problems and solve them.
Contact Buyer: Email buyers to discuss issues and seek solutions.
Amazon encourages sellers to continue to communicate and collaborate with buyers untill the buyers is satisfied, if the buyer withdrew the feedback, Amazon will automatically adjust your return dissatisfaction rate.
If the communication fails, you can take the next action, which is the return processes.
If you have already received the returned goods or allowed the buyer to keep the goods, you can refund to the buyer. If you need the buyer to return the product, please be sure to refund it after receiving the refund.
Refund is divided into two types, one is both return and refund, the other is no return but refund, if you intend to give the goods to the buyer, click on the Issue Refund, the amount of this order is returned to the buyer, If you want to allow customers to return the goods, need to wait for the receipt of the goods before a refund, otherwise it may "money and goods empty."
If you do not need the buyer to refund the goods, or do not accept the return, you can close the return request, you need to select the reasons for closing the return application, and explain it to buyers, Amazon will send a mai to the buyer, it contains the reason for the closure of the mail.
Note: Both the seller and the buyer can close the return request.
Unlike the first operation, this operation requirs both parties have agreed to the operation, both buyers and sellers can cancel the Return Request, but not choose to cancel the return request because the seller can cancel the return, resulting in the the buyer unsatisfaction and leaving bad comments.
Authorize Request: View the request and approve the buyer to return the item to you. The first step is to approve the return of the item to you only.
Authorized return, that is, the buyer made a return request, the seller agreed to .
After dealing with these things, you can contact the customer to allow them to modify the rate of dissatisfaction with the return.