First, open the return request, filter out the return order to operate. After we click into the Return Request interface, we can see a list of options is in the left side of the page, including Authorization Required Completed, Authorized, Closed by Returning, Closed Customer, Closed by Seller, with A-to-Z Guarantee Claims. You can click to filter.
Return Reason and Buyer Comment here could roughly reflect the reasons of the buyer returns, after understanding the reason, we have to take appropriate measures. For the return request, there are 4 options to operate: Authorize Request, Deny Request, Issue Refund, Contact Buyer.
First, Contact Buyer: Communicate with buyers is an essential step! Understanding the general reasons of the buyer refunds, then for more specific issues and the need to further communicate with the buyer, buyers is likely to do not returned if you well handled. Combined with the CSS platform article collation, the following is how to guide the customer does not return:
1. Goods damage
This is indeed our fault, but you still can minimize the loss. In the return request email, admitted your mistake, explain why your product was damaged,request the understand of the buyers,then negotiate with the buyers to see if he/she could accept rebates or discount for the next time and keep the product themselves( the premise is the goods is not seriously damaged. If they insist fully refund, andthe product has no great value, you could even give them free for your reputation and review quality.
2. Size issues
For the size issue of clothing, Amazon deals it more lenient, if customers want to return, you can remind customers that this need high shipping costs, is not worth it. Or advise the buyers could give it to others.
3. Unidentified reasons
Many customers directly opened the return request, but did not write the reason. This type is easier to handle, because many customers may forgot it after openning the return request.In the return request email, tell the buyers you will help them to deal with their request with possitive attitude and solve the problem as soon as possible, but you need them to tell you the probem first.
4. Send the wrong goods
If it is a high value goods "A", you can consult with the customer directly send the A product to buyer of the same product. Directly authorize a new address to the customer to return. If they can't accept, then refund as soon as pssible.
Second, Issue Refund:
This option is to give customers a direct refund, once click on the issue Refund, the order amount will be returned to the buyer's account, so if you want the customer to return the goods to you, please be sure to keep in mind that you must refund after receiving the return, otherwise you may have two items empty.
Third, Deny Request: refused to return if the seller operate this item, you need to fill out the reasons for refusing to return and fill in the message no more than 1000 characters, confirmed that Amazon will inform the buyer of these information. Buyers and sellers have the right to do this.
Note: Although the seller can operate this, but the premise is negotiated with the buyer, so as to avoid the buyer open A-To-Z claim.
Fourth, Authorize Request: the seller agreed to return, and to provide return labels to the buyer.
I want Amazon to generate a Return Merchandise Authorization number: The system automatically generates the RMA number.
I want to provide a Return Merchandise Authorization number：the seller fill the RMA number.
Note: This authorized return number is only for the convenience of the seller. It represents the seller authorizrd the buyer to return, at the same time the seller receives the product with the authorized return number to facilitate their repair or replacement, and can not play the role of tracking the goods.
I will provide a pre-paid mailing label for this request: prepay tag, this tag contains the postage. Check this option, the seller will upload a prepaid label to the system, the buyer can download it over there, they do not have to pay the postage.
Amazon seller exchange forum User reminder: If you want to choose this, we must ask your freight forwarding or other friends if they can help provide pre-paid labels.
I would like Amazon to provide an un-paid mailing label: non-prepaid label provided by Amazon, Amazon system will automatically generate non-prepaid label, the buyer can download it, but they have to pay this label. If this option is selected, the buyer pays the shipping fee and label fee himself.