The second bomb of the self -delivery quiz series in the peak season, what I want to answer today is -customer service and after -sales questions!

Q1: How to deal with return to reduce the dissatisfaction rate of return?

One of the common reasons for the high rate of refusal to return: The buyer who needs to manually approve the return request to the return of the buyer in time does not respond to the seller.

Therefore, Amazon suggested that you do this:

1. Check the return application in time.

You should check whether there are buyers who need to be approved manually to return the goods request.

You can find the return request through the following ways:

· The return authorization card on the homepage of the seller platform;

· Seller platform click order> Management return> Operations to be processed;

· Check the email notification of the return request.  logistics

*The email notification of the return request will be sent to the email address under the premier of the return and claim notification.

2. Improve processing efficiency.

You need to respond to the return request through any of the following ways within 48 hours:

If you need to know the reason why buyers make a return request,

You can reply to the buyer through the following ways:

· View historical communication records: In the operating tab to be processed, click the [Communication History] button to view the news between the buyer and the seller (including the previous communication history records with the buyer).

· Send an email: You can click the [Contact Buyer] button in the operation tab to be processed during the management return, or you can click the link in the return request email you received to send an email to the buyer.

You can choose the following processing method:

· Approval of return request, you can operate in the approval request button in the operating tab to be processed.

· Refund, you can click on the refund button on the operation tab to be processed.

· Turn off the return request, you can click the closure of the request button in the operation tab to be processed.

If you cannot respond to the return request within 48 hours, buyers may file a claim (A2Z) for Amazon Mall transaction guarantee (A2Z). A2Z will further affect the order defect rate (ODR). If the order defect rate is higher than 1%, your sales permissions may be limited. In order to avoid performance affected, it is necessary to deal with the return request in time!

See "Buyer Platform help> return, push, cancellation and claims> Management return> processing return request" to learn more details.

Q2: If I use Amazon customer service (CSBA), do I still need to deal with?

You may need to deal with the following types of problems by yourself:

1. The problem of self -assignment order before you join CSBA;

2. Pre -sales issues on the specific product itself (specific product parameters, instructions, etc.);

3. Customer consultation issues corresponding to FBA orders (if you use FBA at the same time);

4. Cancellation applications submitted by the seller center (in order to avoid additional losses to you, Amazon will send you the cancellation of the cancellation of order -related applications submitted by the customer directly through the system).

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