Returns Processing Fee Changes - Feedback
Returns suck and Amazon is increasing the cost of highly returned items. Maybe I missed it, but what is Amazon is doing to decrease returns?
For example:
- On Amazon's website the very top menu bar lists "Returns and Orders" thus making Returns not only unnecessarily prominent, but even more important than Orders which is listed after returns.
- On Amazon's FBM Packing Slip there is no attempt to "stick" the order, instead the information under the Product Details describes how to return the order. Nothing about if there is an issue to contact the seller for support which should not only be an option, but the first option.
- Amazon's Product Delivered Emails under Order Info have one link - how to do a return. Seriously? That's it Again no option to seek support to address an issue.
- In Amazon accounts the Your Orders information at least as Get Support prominently highlighted in yellow and the top option, but still has the return button right under tracking and above the Get Help option.
Making returns easy is different from encouraging returns, and IMHO Amazon is encouraging unnecessary returns by not investing in what its communications are saying or could say versus the technical returns process. The communications could be significantly improved to decrease returns.
Telling buyers how to make returns is not needed in every communications, and it doesn't have to be the most prominent statement.
For example, communications could include references to contact the seller for support, reviewing the Q & A on product pages for answers to questions, or how to submit a question to get help.
Amazon's top menu bar could simply refer to Orders instead of Returns and Orders.
Finally, there are two types of returns: product problem or buyer error. For example, I just had a partial return where buyer said she accidentally ordered 2 instead of 1. Buyer errors should not be included in any metrics which can adversely impact a product or seller.
Returns Processing Fee Changes - Feedback
Returns suck and Amazon is increasing the cost of highly returned items. Maybe I missed it, but what is Amazon is doing to decrease returns?
For example:
- On Amazon's website the very top menu bar lists "Returns and Orders" thus making Returns not only unnecessarily prominent, but even more important than Orders which is listed after returns.
- On Amazon's FBM Packing Slip there is no attempt to "stick" the order, instead the information under the Product Details describes how to return the order. Nothing about if there is an issue to contact the seller for support which should not only be an option, but the first option.
- Amazon's Product Delivered Emails under Order Info have one link - how to do a return. Seriously? That's it Again no option to seek support to address an issue.
- In Amazon accounts the Your Orders information at least as Get Support prominently highlighted in yellow and the top option, but still has the return button right under tracking and above the Get Help option.
Making returns easy is different from encouraging returns, and IMHO Amazon is encouraging unnecessary returns by not investing in what its communications are saying or could say versus the technical returns process. The communications could be significantly improved to decrease returns.
Telling buyers how to make returns is not needed in every communications, and it doesn't have to be the most prominent statement.
For example, communications could include references to contact the seller for support, reviewing the Q & A on product pages for answers to questions, or how to submit a question to get help.
Amazon's top menu bar could simply refer to Orders instead of Returns and Orders.
Finally, there are two types of returns: product problem or buyer error. For example, I just had a partial return where buyer said she accidentally ordered 2 instead of 1. Buyer errors should not be included in any metrics which can adversely impact a product or seller.
1 reply
Seller_AXC06kcsKI1qG
They are marking more & more items "Not Returnable" but still eligible for a refund or replacement.
So the system will not auto-generate a return label and it's up to the seller to send them a pre-paid label or face an A-to-Z.
You'll see many listings now have a link:
Non-returnable due to product safety reasons
This item is non-returnable due to potential safety risks associated with the product type, but if the item arrives damaged or defective, you may request a refund or replacement.
This doesn't change the sellers burden at all. My guess is they will eventually move towards refund without return. or something similar and that will be the end for most sellers.
