Making a sale on Amazon isn’t an easy task. There is a lot of competition, and you must constantly develop to keep an inch ahead. Unlike a regular brick-and-mortar shop, your work doesn’t stop once an order is made. Returns of products on online platforms are a major source of stress for any seller’s existence. A disappointed customer or returned item can cause a major impact on your reputation and cut into the profits you earn.
So what exactly are Amazon returns? How can you decrease the returns you earn from Amazon in the first place? What are some main tips you could apply to your own business? Let’s find out!
Table of Content
- 1 What is their Amazon Return Policy?
- 2 How to reduce your Amazon returns chances
- 3 What does amazon do with returns?
- 4 5 key takeaways Amazon returns you can immediately apply to your eCommerce business.
What is their Amazon Return Policy?
The customer has 30 days after the delivery date to return the item at no cost for full reimbursement if the item is damaged, damaged, defective, or is a mistake.
Products must be sold or delivered via Amazon directly, or else the buyer is responsible for the return shipping cost, MAYBE. Check out the following information for more details.
The return policy does not apply to shipping internationally.
How to reduce your Amazon returns chances
1. Include a Detailed Product Description
If an item returns more frequently than anticipated, there’s a good chance that your listing is responsible for having to do with it. Likely, your description isn’t detailed enough to allow you to set the right expectations for your client. You should ensure the descriptions of your products contain particulars such as:
- Exact product dimensions
- Product weight If relevant
- Size and color options
- Materials Description
- Production location
- Information on warranty
- Guaranteed satisfaction and return policy
- Answers to FAQs
- Instructions for the use of the product, if they are appropriate
As with a solid return policy, detailed product descriptions will show the transparency of your product, ultimately leading to more sales and fewer returns. Additionally, an extensive listing could assist with improving your Amazon SEO.
2. Include High-Quality Images, Videos, and EBC
Professionally produced, high-resolution photos of your product are crucial for a successful listing on Amazon. You must, at a minimum, have multiple images of your product from different angles. If you are selling your product in different designs and colors, you’ll also require images for each variation.
In the present, you’ll want to go one step further by leveraging enhanced content for your brand and Amazon Live to show your product in depth. The latest technology also permits 360-degree photos of your product to replicate the experience in a store. Be aware that clients aren’t expecting to be amazed by any aspect of your merchandise. They’d rather appreciate close-up shots of your item’s stitching pattern, the material logos, and other details.
This will help them feel confident when they click “buy now” and will assist them in understanding what differentiates your product from other products.
3. Excellent packaging
The online shopping experience of a customer isn’t over once an item has been bought. Packaging can play a significant role in increasing sales. Packaging is not solely about how to pack products but also about ensuring that the correct products are packaged in the first instance. Always check your orders twice and ensure your customers get the product they ordered.
The wrong product could cause a huge sour taste in the perception of the customer of your store. Therefore, when packing your items, be sure to follow Amazon’s guidelines for packaging. This will prevent damages and help reduce the number of returns to Amazon because of damaged products.
4. On-time delivery and shipment
Customers are also subject to deadlines. It could be a birthday present and waiting for the gift is not an alternative. When you receive an order, be sure the item is shipped promptly every time. Although there will always be logistical issues that are not under the seller’s control, it’s in your control to send orders as quickly as you can. If an order is delivered late, there’s a good possibility that the item will be returned, resulting in an unavoidable mark on your record as a seller. But, Amazon takes care of fulfillment for FBA sellers, so all you have to do is monitor your inventory.
5. Customer Reviews
There’s no need to be the sole spokesperson. Let your past customers review your product for you! Reviews from customers often answer common questions and concerns that new customers may face concerning your product. It is common to pin reviews most beneficial to new customers at the top of the list.
Reviews from customers are an excellent resource for discovering what you’re getting right and wrong with your product to continuously improve the shopping experience.
6. Offer Customer Service in Real Time
If your customers have any questions that aren’t covered in your product’s description, giving them the means to address them is an effective solution to ease the anxiety of buyer’s regret that can result in products being returned. In addition, installing a live chat service implemented will go a long way in helping buyers be content with the purchase.
It is possible to set up live chat on your site or use Facebook’s chat function to interact with customers on social media. Your knowledge and expertise available on a whim can make your company appear more accessible and increase the confidence of your customers to buy from you.
7. Include a Sizing Guide
If you are selling clothes, shoe accessories, or any other item that is different in measurements and size, ensure that you provide your customers with a sizing guide for the various combinations of your item. Give exact numbers so customers can measure at home and choose the appropriate size to meet their requirements. Also, describe how your sizes compare to the top brands.
Remember, it is the case that Amazon is a company with unique requirements regarding sizing, and the requirements can change at any time. For example, think about Amazon’s recent update on sizes for shoes or its forthcoming changes to sizes for apparel. Although it’s a bit difficult, the more precise and precise you are when describing your size, the better you and your customers will be.
What does amazon do with returns?
Returns are put through an extensive inspection process, and if the item meets our standards for quality, the item is marked to be “new” and is re-listed for sale. Most items returned satisfy these criteria and are re-listed on our digital shelves for others to purchase.
Suppose a product isn’t up to our requirements in the category of “new” goods. In that case, it is subject to more inspections and, based on the condition, may be resold in the same condition as it was previously sold via Amazon Warehouse, sold to liquidators, and returned to the manufacturer or donated to charities.
In 2021, consumers in Europe purchased more than 14 million items at Amazon Warehouse (UK, DE, FR, IT, ES), and Amazon, as well as our Selling partners, have donated more than 13 million of their products, including technology including appliances, clothing, and clothes to charities across Europe. In addition, our selling partners also provide used items to customers via Amazon Renewed (UK, DE, FR, IT, ES) or FBA Grade and Resell.
5 key takeaways Amazon returns you can immediately apply to your eCommerce business.
1. Return and refund information is easily accessible
Amazon has a separate ‘ Returns and Replacements’ area, the central location for the returns paperwork.
Plenty of support material allows users to get answers to their most common questions. With this support content, users aren’t required to email their queries to support or sit in long chat queues to get help.
It is accessible from the footer of the site:
In contrast to Amazon and other online retailers, many stores don’t provide the needed support material as well as FAQs.
Or, if they do, they will bury their policies within lengthy and poorly-organized material or an overall support articles’ dump. Some sellers go as they even include it in their Terms and Conditions.
In doing so, sellers diminish their chances of building an excellent relationship with their customers.
The customer shouldn’t be required to search through websites to locate information. The link for a return page at the site’s footer and an organized knowledge base that includes information on refunds and returns should be easily accessible.
The first step towards this, you should add a knowledge basis to the store.
Utilizing a solution like the Heroesic Knowledge Base solution to create an organized knowledge database. You can also classify support issues such as refunds and returns. If your customers have concerns about these policy questions, they can look up their questions and get the answers on their own.
These will help reduce the workload on your support personnel and enhance your customer’s experience.
In the event that integrating a knowledge base appears like an overwhelming task, you should at the very least include the refund and return policy within your FAQs. Using knowledge to create a stylish and interactive help section for your online store is possible.
However you do this, ensure you have easy access for buyers to all of these details. Do not force them to open support tickets for minor issues. When you attempt to do this, it will only make them more frustrated.
2. Offer Simple and quick returns
If a customer clicks the” Replacing and Returns Link, Amazon shows a user how simple the process is for returning the product. This can be a comfort to those who are new to Amazon.
In this screenshot, Amazon displays its top FAQs regarding returns, refunds, and substitutes on this webpage. With self-help information readily available, Amazon ensures that its customers do not have to call support with simple questions.
The most important point to remember here is that there’s no requirement to contact an individual from customer service to request a return. The customer is able to initiate refunds and returns at their discretion. Amazon is also able to make it easy for customers to get their products exchanged or repaired if the items are eligible for exchange or repair.
Check out your return and refund procedure. Check out the steps your customers follow in order to return the item and if they’re required to get in touch with support. If you feel the process is complex or lengthy, make improvements to the process. Remember that a client who is returning an item or asking for a refund is already dissatisfied with your services. Do not cause further irritation.
3. Establish reasonable refund policies.
The majority of retailers have a common return policy that is applicable to all orders. However, Amazon.com has policies that are different for different kinds of returns and types of orders.
Amazon’s policy regarding refunds states:
If the item is returned, the method of refunding you and how the refund will be issued could vary based on the quality of your item, the length of time you’ve owned the item, and the method by which it was bought.
Amazon recognizes the importance of making these exceptions and even allowing for exceptions to its standard return policy. This increases the chances of maintaining relationships with its customers by going over what other retailers take in these situations.
Consider if you could modify your refund policies to be slightly more flexible to make your customers more comfortable.
4. Take full responsibility (even for third-party sellers)
As you’re aware, Amazon is a marketplace that allows a variety of retailers and manufacturers (or third-party sellers) to offer their goods.
However, Amazon holds very little or has any control over how a third-party seller runs a business via its store. However, it still protects its customers by offering its A-Z guarantee (which is featured on Amazon’s logo). Amazon image).
With this assurance in place, Customers are protected if the third-party seller does not deliver an item or sends an item that is damaged or a damaged product, etc.
Amazon’s A-Z Guarantee provides:
Customers who purchase through the Amazon marketplace seller through the Amazon.com website can get up to $2,500 of the purchase cost, not including the cost of shipping.
If you have business dealings with third-party sellers, and they fail to meet the deadline for the order, you need to admit the error because the client was a customer who relied on your platform to purchase.
5. Consider the customer’s satisfaction and retention
If a buyer makes one purchase at an online retailer, does that usually not bring in any profit for the business? The profit generated from this sale only covers the costs of getting that customer into the shop.
The true measure of success is getting the customer to buy from you time and time again.
Similar to Amazon as well, you also need to have a user-friendly return policy that is focused on the satisfaction of customers. Doing this could be the difference between losing a disappointed customer or earning their loyalty for the rest of their lives.