It is learned that on August 23, Amazon officially released an announcement, which shows that brand owners can contact buyers who leave critical reviews on their products to process non-returnable refunds for buyers , or provide support directly through the "Buyer Reviews" function in the seller platform. Brand owners can view buyer reviews under the [Brand] tab in the seller platform.
▲ The picture comes from Amazon seller backend It is reported that the "Buyer Reviews" feature was launched in June last year. In this feature, Amazon allowed sellers to contact buyers who left negative reviews privately for the first time. After contacting the buyers, Amazon provided sellers with two options: one is to make a reasonable explanation for the negative review, and the other is to provide a full refund or exchange in exchange for the customer's understanding and ultimately modify the review . It sounds great, but this feature has many restrictions. The entire communication process is prohibited from any words that imply monetary bribes or actively request to modify negative reviews . A year later, this month Amazon added a " courtesy refund" (refund without return) option on the basis of the original. ▲ The picture comes from Amazon seller backend
On the Internet, many sellers have discussed whether this function can handle negative reviews. Domestic sellers’ opinions It is observed that the feedback from sellers on this update is mediocre, but it is understandable. As mentioned above, sellers cannot mention any words about deleting reviews when contacting buyers with negative reviews. This means that even if a refund is made without a return, buyers may not necessarily delete the negative reviews.
It is observed that the feedback from sellers on this update is mediocre, but it is understandable. As mentioned above, sellers cannot mention any words about deleting reviews when contacting buyers with negative reviews. This means that even if a refund is made without a return, buyers may not necessarily delete the negative reviews.
Some sellers have questioned this: " Will courtesy refunds lead to more and more freeloaders ?" ▲ The picture comes from Zhiwubuyan " The only effect of this may be to reduce the negative reviews from secondary sales. " said a seller. ▲ The picture comes from Zhiwubuyan Some sellers are optimistic about this feature. They say: "In the past, if the buyer was dissatisfied, they had to trouble him to return the goods. Now they can choose to refund without returning the goods. Customers should feel better." However, some sellers believe that there is a possibility that customers will take advantage of them, and the negative reviews will not be changed, and they will lose the goods even after returning the money. In the cross-border e-commerce industry, the secondary sale of returned goods has always been one of the problems for sellers . In particular, the return rate of home furnishings, home appliances, consumer electronics and other products is generally high, and it is difficult to handle after opening : if it is returned to FBA, it is difficult to resell it, and abandonment directly increases business costs. Therefore, how to deal with returned products and reduce costs has become an important issue at present . Quality inspection is the key to cost Nowadays, in order to solve the problem of returns and exchanges, many sellers choose to deploy overseas warehouses. This model can effectively improve delivery efficiency and reduce logistics costs. However, in terms of product quality inspection, most overseas warehouses are incidental businesses, and the quality of quality inspection cannot be guaranteed, increasing the risk of customer complaints .
Under this trend, some professional quality inspection companies targeting cross-border e-commerce have begun to emerge. NAPAS is one of the best among them. Napas is a professional quality inspection service provided by APTOYU Inc. in the United States. Headquartered in Los Angeles, California, it currently has five operation centers. In addition to fixed-point personnel, each service point is also equipped with a number of part-time engineers to meet the quality inspection needs of different products. The current quality inspection service products include consumer electronics, home appliances, transportation, special equipment , etc. In order to completely eliminate quality inspection delays and errors, Napas independently developed a management system that provides full-process program number quality inspection tracking for products, comprehensive quality inspection reports and other information, which can be seamlessly connected to the customer's ERP system . Sellers can check the actual situation of the quality inspection center at any time and communicate in real time through the system, which improves service efficiency and accuracy . This also allows Napas to dare to commit to service timeliness to every customer. From now on, Napas will also provide many additional services to new customers . For details, please scan the QR code below ↓
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