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疫情期如何做好亚马逊店铺运营降低退货率,做好这点是关键

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AMZ老黑 发表于 2020-2-5 16:38:59 | 显示全部楼层 |阅读模式
近期有部分亚马逊卖家陆续收到买家关于疫情或包裹安全的咨询,甚至有些买家直接发起退款退货。对此船长BI为亚马逊卖家整理了一些买家常见问题,并提出回复建议,希望能够帮助亚马逊卖家在这艰难的时候能够有效降低一些退货率。具体邮件QA如下,亚马逊可根据实际情况借鉴参考。
场景1:中国疫情现状/是否持续扩散/是否已经控制/国家或者平台有采取什么应对措施/等所有涉及疫情的咨询;
答:Please refer to the official announcement of WHO and other authorities.

场景2:卖家发货/确认取消订单/物流/纠纷响应延迟;
答:Dear customer, due to the extended Chinese Spring Festival most of our staff are off their duty, so from Jan 19th PT to Feb 18th PT, you may see an extension for the preparation period, cancellation time, dispute time and estimated delivery time of orders. We are trying our best to deliver your order as fast as possible. Appreciate your understanding.

场景3:待发货-疫情原因想要申请取消订单;
答:Please note that there's no evidence indicating packages or their contents carry any risks of virus. If you do not want to receive the order any more, you can request to cancel it on order detail page. As for the unexpected Coronavirus outbreak in China, please refer to the official announcement of WHO and other authorities. And we are paying close attention to the situation and will cooperate with AliExpress platform and relevant authorities.

场景4:待收货-疫情原因不想要包裹了;
答:Please note that the package of the order in transit and it could not be canceled now. If you do not want it, you may try to return the package before its acceptance; when the package was returned, you can contact AliExpress service for a refund. Besides, please kindly be aware, there's no evidence indicating packages or their contents carry any risks. We are paying close attention to the situation and will cooperate with relevant authorities.

场景5:收货后-疫情原因想要退货;
答:After opening a dispute, you are generally entitled to 14-day product return period if the dispute fails. In this case, please be aware, you may need to cover the returning shipping fees.
以上回复内容仅供参考,也建议大家在回复时避免使用夸大的词汇(例如epidemic, disaster, pandemic),避免捏造事实或引用无依据的信息,以免造成不必要的恐慌。

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