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How Can Amazon Sellers Effectively Address The Return Issue
Kinghood International Logistics Inc | Updated: Sep 21, 2018

For amazon sellers, it is inevitable that buyers return goods when they sell.The buyer may be dissatisfied because of the wrong size, color or inconsistency with the description.But in many cases, it's not the seller's fault at all, it's the buyer's fault, and amazon requires the seller to accept the return.This often leaves sellers complaining that they not only have to pay the shipping costs, but that none of the amazon returns can be resold.Today I'd like to share with you the reasons why consumers return goods and what merchants should do after they return them.

I. under what circumstances will consumers choose to return goods?

1. Seller's product quality problem or inconsistent with the description

(1) after receiving the goods, consumers find the quality of the products is wrong.Amazon sellers need to strictly check the purchase channel and check the products before delivery to avoid product quality problems.Prevent the occurrence of infringement, sale of fake goods, imitation goods.

(2) after receiving the product, consumers find that the product parameters are inconsistent. At this time, consumers may choose to return the product.Therefore, when the seller sets the product description or delivery, it should make sure that its product parameters are consistent with those of the consumers.

(3) the product received by consumers is inconsistent with the seller's product description on amazon. At this time, consumers may choose to return the product.This situation requires the seller to ensure the authenticity of the product when performing Listing keywords or description optimization. Otherwise, the probability of return will be greatly increased, which will only be harmful but not beneficial to the seller.

2. Reasons for buyers

(1) buyers place wrong orders.The return of the product is due to the buyer's wrong purchase.

(2) the product is not suitable for use by the buyer. After receiving the product, the seller finds that the color of the product is not suitable for him or he cannot figure out how to use the product, thus causing the return.

(3) the buyer returns goods without reason.It may simply be that the buyer doesn't want it, doesn't like it, and applies for return or exchange for no reason.

2. How should sellers deal with consumers' returns?

First, sellers need to know the specific reasons for consumers' returns.Then, the seller will take corresponding measures according to the actual situation of the customer.Ask the customer to send the product to overseas warehouse or domestic, at the same time, in order to avoid negative comments from the customer, the seller should bear the freight.As for the returned goods, we can do the following:

(1) in the case that the product is not damaged, the merchant can contact with the third-party forwarder company to achieve the operation of returning the FBA goods to the warehouse by labeling.Use the overseas warehouse to help customers change labels, package, and re-enter the FBA warehouse for resale.

(2) in case of damage to the product, amazon will indicate that the product is no longer available for sale and can commission destruction.

(3) third party forwarders can be entrusted to ship the goods back to China.

Iii. How to effectively reduce the return rate?

Amazon sellers can start from the aspects of products, packaging, logistics and after-sales, and do a good job in details, which can reduce the return rate to a certain extent.

(1) shoot the details from different angles of the product and present the real information of the product to the customer.

(2) use more accurate keywords to make it easier for customers to find the target product.

(3) provide customers with detailed and accurate product descriptions.

(4) carefully pack the products to avoid damage in transit.

(5) timely follow up the logistics upon delivery of the products to ensure that the products reach the customers.

(6) the seller should reply in time after receiving the customer's inquiries.

(7) after confirming that the customer has received the goods, we can learn about the use of the customer's products in the form of email. Once there are problems, we can communicate and solve them in advance.

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