![]() Think in terms of customer satisfaction (and retention) If you do business with third party sellers and if they fail to deliver on an order, you should own it up because the customer trusted your platform for buying. With this guarantee in place, customers are protected even when a third-party seller fails to deliver an item or ships a damaged product and so on.Ĭustomers who pay for purchases from an Amazon marketplace seller via the website are eligible to receive up to $2,500 of the purchase price, including shipping charges. Take full responsibility (even for third-party sellers)Īs you’d know, Amazon is a marketplace on which several manufacturers and retailers (or third-party sellers) sell their products.Īmazon, however, has little to no control over how a third-party seller conducts business through its shop but still protects its customers with its A to Z Guarantee (which makes an appearance in the Amazon logo). ![]() So see if you can make your refund policies a little more flexible to improve your customer experience. This boosts its chances of maintaining long-term relationships with customers by going above and beyond what most retailers would do under such circumstances. When you return an item, your refund and how your refund is issued may differ based on the condition of the item, how long you’ve had the item and how the item was purchased.Īmazon knows the value of making these exceptions and allowances to its normal return policies. Most retailers have one generic return policy that applies to all orders, but has different policies for different types of orders and return scenarios. Bear in mind that a customer who is returning a product or seeking a refund is already not happy with you. If you find the process to be lengthy or difficult, improve it. See how many steps you make your customers go through to make a return and if there’s a need to contact support about it. Amazon also makes it simple for customers to have their items exchanged or repaired if the orders are eligible for these. A customer can initiate returns/refunds on their own. The most important thing to note here is that there’s no need to call a customer service representative to submit a return request. By making such self-help content easily available, Amazon ensures that its customers don’t have to contact support for simple queries. This is comforting to first time customersĪs you can see in the screenshot, Amazon displays its top FAQs on returns, refunds, and replacements on this page. ![]() When a user clicks on the ‘ Returns and Replacements‘ link, Amazon shows a user how easy it is to return process a product. If you do, you’ll only frustrate them further. Don’t make them raise support tickets for simple queries. No matter how you do this, just make sure you offer handy access to your buyers for all such information. You can use KnowAll to add an elegant and responsive help section to your store. If adding and integrating a knowledge base looks like a lot of work, at least address your returns and refunds in your FAQs. These won’t just reduce the burden on your support staff but will also improve your buyer’s experience. If your users have any questions about these, they can simply search for their questions and find the answers themselves. Using a product such as our Heroic Knowledge Base solution to add an organized knowledge base and categorize support queries such as returns and refunds. A link to a returns page in the footer and a well-organized knowledge base with returns and refunds information should be easily accessible to them.Īs the first step toward this, add a knowledge base to your store. Some sellers go so far as to add it to their Terms & Conditions.īy doing do, these sellers compromise their chances of nurturing a good customer relationship.Ī customer shouldn’t have to dig through a website to find information. ![]() Or if they do, they bury their policies in long, barely-organized content or a general support articles’ dump. ![]() Unlike Amazon, many online stores don’t write the much-needed support content and FAQs. This is easily accessible in the website’s footer: With this content, they don’t have to email their questions to the support team or wait in long chat support queues. There’s a ton of support content that empowers users to find answers to most of their queries. Make return and refund information readily availableĪmazon has a dedicated ‘ Returns and Replacements’ area, a central place for their returns documentation. Build a knowledge base and help your customers help themselves. ![]()
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