{"id":2749,"date":"2014-06-27T10:28:13","date_gmt":"2014-06-27T10:28:13","guid":{"rendered":"http:\/\/www.repricerexpress.com\/?p=2749"},"modified":"2020-02-11T16:09:24","modified_gmt":"2020-02-11T16:09:24","slug":"improving-your-amazon-support-and-returns","status":"publish","type":"post","link":"https:\/\/www.repricerexpress.com\/improving-your-amazon-support-and-returns\/","title":{"rendered":"Improving Your Amazon Support and Returns"},"content":{"rendered":"

Part of any business, no matter what it is, is providing excellent customer service. Your buyers aren\u2019t faceless numbers, but human people who willingly buy your products because they like what you have to offer. And in return, treating them as such reinforces the notion you\u2019re not aiming to become a person-guzzling corporation, but rather a business owner intent on making things right. Dealing with Amazon support and returns brings with it its own special customer service challenges, and we\u2019re here to explore everything you need to know.<\/strong><\/p>\n

Customer Support: Self-Fulfilled Orders<\/h2>\n

As an online seller with your own Amazon Seller Central<\/a> account, you have two choices in how to deliver the goods to a buyer: by yourself, or through Fulfilment by Amazon<\/a> (FBA). If you choose the former, then you\u2019re also tasked with customer support to ensure your buyers are happy and satisfied.<\/p>\n

But what if you come across a customer who bought in an Amazon marketplace where you don\u2019t speak the language? How do you offer stellar customer support to them?<\/p>\n

As sophisticated as it may be, using Google Translate probably isn\u2019t your best option. Click on this link<\/a> to find out what happens to a language when it gets fed through Google Translate and analysed by a native speaker \u2014 the results are pretty funny, but they could prove disastrous for your business. While the link we just gave you showed a fairly mild version of what can happen, you don\u2019t want to take any chances when translation requires utmost specifics and exactness. A better option is to use an actual native speaker, or source it out to a high quality third party<\/a>.<\/p>\n

Never Dilly-Dally, Even if You Don\u2019t Have the Right Answer Right Away<\/h3>\n

One of the worst things you can do to your customers is avoid them, especially in sticky situations. Nobody likes being ignored, and nobody really likes being ignored when they\u2019re trying to get a problem addressed.<\/p>\n

This is why you should answer them as soon as anything comes up, giving yourself a maximum window of 24 hours. We know this can be tricky when navigating time zones where the time difference is more than a few hours, but things like email were invented for precisely this very situation. Even if you just shoot them a quick missive that says you\u2019ve received their message and are looking into it, any response is better than letting an issue hang in the air.<\/p>\n

Customer Support: Fulfilment by Amazon (FBA)<\/h2>\n

If you opt to have Amazon fulfil your orders, you\u2019re in luck: they\u2019ll take care of customer support for you, 24 hours of the day, seven days of the week. You never have to worry about a message going unanswered, as Amazon will take care of everything for you, including local language customer support for your foreign buyers.<\/p>\n

And if you ever run into a buyer needing to return a product, FBA will do that, too, so you never have to worry about things like local return addresses or figuring out international returns shipping pricing.<\/p>\n

Customer Returns: Self-Fulfilled Orders<\/h2>\n

We can have a tendency to see a return as a sign we failed in some aspect; if we\u00a0didn’t, the customer should theoretically be happy with their purchase and want to hold\u00a0onto it forever. But that\u2019s not always the case and sometimes products have to be\u00a0returned. And if that happens, it\u2019s important to keep these three ideas in mind:<\/p>\n

    \n
  1. You may have to charge the customer a restocking fee if the situation calls for\u00a0it \u2014 Amazon\u2019s policies will tell you how to go forward \u2014 or offer the\u00a0customer a partial refund (again, for the latter, Amazon\u2019s policies can guide you in this.)<\/li>\n
  2. If you don\u2019t want to hit your customer with restocking fees, a way to get around it is\u00a0to pre-emptively work it into the product price. Returns are part of every business, so use\u00a0a figure of your own that you\u2019ve studied that works for you. Say your returns average\u00a01% of your total income coming in; you\u2019ll want to spread that over the cost of\u00a0all<\/em> your products so your buyers can return their products without having to\u00a0worry about paying more.<\/li>\n
  3. Try and set up a local return address for international orders so your buyers can\u00a0return the product locally and avoid paying international charges, such as duties or\u00a0customs. This isn\u2019t an option that will work for everyone but for merchants who have a\u00a0sales volume and unit price that fits in neatly with this, having a local return address can\u00a0be easily offset by the cost of absorbing international returns.<\/li>\n<\/ol>\n

    Final Thoughts<\/h2>\n

    Shipping and fulfilment are often the most challenging areas of online selling, but with expert tips in tow<\/a>, you can improve this area of your online business. And for those Amazon sellers looking for other areas to help improve sales and margins, ensuring products are continually and competitively repriced is always a major factor\u2014a\u00a0repricing solution<\/a> such as RepricerExpress will offer FBA sellers and other third-party sellers the ability to keep their pricing strategy right for their business and aim for more Buy Boxes and higher profit margins 24\/7.<\/p>\n","protected":false},"excerpt":{"rendered":"

    Part of any business, no matter what it is, is providing excellent customer service. Your buyers aren\u2019t faceless numbers, but human people who willingly buy your products because they like what you have to offer. And in return, treating them as such reinforces the notion you\u2019re not aiming to become a person-guzzling corporation, but rather […]<\/p>\n","protected":false},"author":3,"featured_media":2798,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5,7,9],"tags":[],"class_list":["post-2749","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-amazon","category-fba","category-tips"],"yoast_head":"\nImproving Amazon Support and Returns | RepricerExpress<\/title>\n<meta name=\"description\" content=\"Improving your Amazon support and returns services can help your sales grow through better feedback ratings and reduced support times.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.repricerexpress.com\/improving-your-amazon-support-and-returns\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Improving Amazon Support and Returns | RepricerExpress\" \/>\n<meta property=\"og:description\" content=\"Improving your Amazon support and returns services can help your sales grow through better feedback ratings and reduced support times.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.repricerexpress.com\/improving-your-amazon-support-and-returns\/\" \/>\n<meta property=\"og:site_name\" content=\"RepricerExpress\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/repricerexpress\" \/>\n<meta property=\"article:published_time\" content=\"2014-06-27T10:28:13+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-02-11T16:09:24+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.repricerexpress.com\/wp-content\/uploads\/2014\/06\/amazon-returns.jpg\" \/>\n\t<meta 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