Amazon has implemented an automatic return policy since October 2, 2017, forcing sellers to provide buyers with prepaid return shipping labels. Consumers can initiate returns and print prepaid return labels.
After the seller receives the return request, he must process the refund within 2 working days (48 hours). Otherwise, Amazon will directly withdraw money from the seller's account.
Although this policy makes it easier for buyers to return goods and the shopping journey is smoother, foreign sellers believe that this has brought a lot of distress to third-party sellers, especially clothing sellers.
Firstly,48 hours is enough for some small book sellers, but it is not enough for some large clothing sellers who process hundreds of thousands of orders every day. And the return rate of clothing is higher than that of the general products. After receiving the return request, the seller also needs time to check the product.
Although most consumer returns requests are justified, there are still a few rogue consumers who receive refunds but return the seller's broken clothes.
In general, the seller can only ask Amazon for a restocking fee, whereas the buyer has been happy to get a refund.
Secondly, it is common for packages to be misrouted. Many packages that appear to be delivered may not have been delivered to sellers, but they can only be refunded if the time expires.
Thirdly, sometimes some buyers will buy several clothes at a time. There may be one or two unsuitable ones, and buyers will send them back for replacement. However, Amazon's handling measures were a full refund, resulting in buyers leaving the right size of clothing and a full refund, and the seller got nothing.
In order to reduce the loss, some clothing sellers have had to choose to stop providing replacement services. This is not a very pleasant decision. It is also for buyers. (It is reported that Amazon's own sellers have the function of providing replacement.)
According to a study by the University of Regensburg, the return rate for the apparel industry is as high as 25% to 50%.
Reason for return
Although the seller can deduct shipping costs from the refund. However, if the seller fails to process the refund within 48 hours after receiving the goods,Amazon will automatically refund it in full.
Moreover, the buyer's reason codes may also cause you to lose shipping costs.
Many buyers will not pay attention to the delivery time of the product, but only care if they can get the product within the specified time. If not, they will choose "Item arrived too late" as the reason for the return. When Amazon processes your refund, it will not consider your shipping date and you will lose two shipping costs.
In addition, "Item Defective Or Doesn't Work" and "Inaccurate Website Description" are all commonly used reasons by buyers who want to return goods and are unwilling to pay for shipping costs.
Amazon has solved the buyer's refund problem, but the seller has suffered losses.
In response to the buyer's malicious return behavior, Amazon introduced the SAFE-T Claims feature, but the operation is quite complicated, it is very time-consuming for the seller, and there are cases where the seller has encountered a non-conformity of the returned amount.
Is Amazon supposed to cancel the auto return function for many problems encountered by clothing sellers?
Of course, the answer is no, this policy provides consumers with a better customer experience, but Amazon needs to improve in some ways:
(1) Provide buyers with options indicating that they want to exchange goods instead of refunds;
(2) Give the seller 5 working days and send a refund processing reminder to the seller within 3 working days after the seller receives the goods;
(3) Provide the seller with a report channel for not receiving the package;
(4) Check the actual processing data of the order to understand the actual delivery time and estimated delivery time of the seller;
(5) Simplify the SAFE-T Claims operation process;
(6) Link the return page to the main order page. Currently, sellers cannot view return order and return label costs directly on the main order page;
(7) Provide sellers with a complaint channel to show that the returned product has been damaged;