If you sell anything online, eventually there will be some customers who want to make a return. Selling through Amazon is a marvelous opportunity for many small businesses, but it doesn’t prevent the hassle of dealing with Amazon returns.
Returns definitely cut nto your bottom line, and they aren’t any fun. They are, however, a part of the business reality. You can mitigate the cost and the problems through a few simple steps. The biggest part of the process is to focus on excellent communication being aware, and staying responsive.
Communication begins with being completely honest in the way you represent your products. While a hyperbole might create an initial sale, disappointment creates expensive returns.
You can avoid the "quick buck" sale and eventual return by being honest in your product representation. Not only is it the honest approach, but it also makes good business sense.
Even under the best of circumstances, returns will happen. But you can be prepared. This begins with being aware of the process that will occur when you have returns as an Amazon seller.
When you sell a product, fees are added onto the purchase price, such as fees for shipping weight, order handling, Pick & Pack, and weight handling. When an item is returned, you are charged the equivalent of those outgoing fees when the item comes back (on top of refunding money to the customer, and the loss of reputation).
But there are steps you can take to turn those re-turns (heh! heh!) to your favor. While no one wants a return, there’s no reason not to make the best of it.
Different kinds of products may have different upfront costs and different return policies. Sometimes it’s advantageous to simply send your customer a replacement rather than request the broken product be returned. Which brings us to the next point.
You can charge the customer for postage for returning a defective item, but you won’t be winning friends. It’s realistic for some things, and it can deter frivolous returns. A postal voucher is often fairly inexpensive for goodwill.
Amazon charges repackaging fees for returned items. You can opt out of those. They can be convenient, but not necessarily essential. This is one of those areas where you do have a choice.
This is where it’s sometimes easier just to send a replacement item and not request the item back.
Keep track and get the money back from Amazon. If the breakage is Amazon’s fault they will pay you a portion of the cost of the returns.
Email campaigns often work wonders and can even help improve your seller feedback. Just follow these simple steps:
You can use an autoresponder with checkboxes and a text box for more extensive responses. Offer replacement parts or help with assembly or a replacement without a return.
Best of all is a personalized response whenever possible. People appreciate being recognized and remembered. It might be a little time consuming, but it’s time well spent.
Are you currently dealing with Amazon returns where the customer is actually at fault? Maybe they damaged your product or returned the incorrect item "by accident." We put together a great tutorial on how to deal with FBA returns when the buyer is at fault. Check it out!