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[BQool分享] 買家犯的錯!如何處理亞馬遜不合理退貨?

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發表於 2014-12-24 15:44:25 | 顯示全部樓層 |閱讀模式


買家犯的錯!如何處理亞馬遜不合理退貨?


在亞馬遜上銷售可以是一場收益可觀的冒險,但也會有些連帶的風險。我們都想讓顧客擁有滿意、完善的購物經驗,但是有時候退貨也是無法避免的。
以下是一些真實案例:當買家是錯的那方,卻執意要求退貨,身為賣家,要如何處理呢?


情境1. 買家訂購錯產品,還給了1星評論

買家訂購了PSP游戲,但其實他要的是PC游戲,該商品頁面上已清楚的解釋、標明是PSP游戲,而非買家認為的光碟片。買家留了一星評論,要求賣家寄正確的產品給他,但並沒有要求退款。賣家已向亞馬遜申訴。


如何處理
在這個案例中,賣家做的完全正確,賣家中心會帶領他操作並解決問題。賣家還能做的就是要求買家退回游戲片,並在買家給他追蹤號之後進行退款。退款完成後賣家即可在頁面上回覆此則評論,向其他客戶顯示他願意快速解決問題的態度。

情境2. 買家在用了全新的筆電之後退貨,商品並無缺陷

買家收到一個全新未開封的筆電,在用了20天之後決定他不喜歡這個顏色,因而退貨,而賣家考慮收他一筆 Restock Fee,因為這台筆電已經變成 Used or Refurbished。


如何處理

在這個情境,考量您的成本,或許就接受負評或甚至是A-Z Claim,至少必須要收回您損失的錢。你應該要收買家50%的 Restocking Fee,並要求買家付全額貨運。只有在真正必要的時候才考慮以上方式,在這樣昂貴電器產品的案例中,你必須衡量,要接受差評和A-Z Claim是否值得!

情境3.  是買家的錯,但對方提出A-Z Claim

在這個情況,買家鍵入了錯的送貨區碼,所以書並沒有送到,買家連絡賣家要求退款,賣家請買家去填寫亞馬遜的「request a refund」頁面,並保證在填寫之後即會退款,但買家提出了A-Z Claim,影響了賣家的評級。

如何處理

根據亞馬遜論壇回答,「request a refund」並不需要被填寫,賣家可以直接處理退款,所以如果想要避開A-Z Claim,最好在知道物品被退貨時就立即處理退款。好的客服會讓買家感覺你是很積極在解決問題的,這樣才能避免評級受影響。


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