Return Policy - Where is acceptable to return the product

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nivy25
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28 Aug 16 02:57:39 pm
Hey,

I want to sell products in amazon via dropshipper suppliers and I have a question before I will start about my return policy.

If I'm in sitution that costumer want to return his product - What I prefer?
1. Tell the costumer that he return the product directly to my dropshipper supplier/
2. Tell him return the item to me and I will recive the product to the supplier? for mark- I live in israel and the cost of the shipping to here will be very expencive.

I sure that the two option have advantages and disadvantages , but I prefer to do what is acceptable.
Thank you everyone,
Niv

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fudjj
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28 Aug 16 07:44:53 pm
Hi Niv,

The first thing you need to do is make yourself fully aware of your supplier/s returns policy and include that policy in all applicable listings so customers are well aware upfront.

In regards to a return address, you're really only adding an extra expense on to yourself by having the item shipped to you first because then you will have to pay the shipping to forward to the supplier. There really isn't any advantage at all to having the item sent to you so my advice would be to have the item sent directly to the supplier'/s preferred address.

That said, I would recommend that you put in your returns policy that the very first step should be to contact you to inform you of the problem. Once you are aware of the problem, you can then forward the customer the suppliers returns address and ask for a tracking number to be forwared to you once shipped by the customer.

This ten allows you to monitor the situation right up until it reaches the supplier and then you can stay ontop of it while the supplier has the product. You can bet that the customer will be following up with you in regards to how things are progressing, so you really need to make sure you are on top of all that information so you can pass that along at a minutes notice.

Don't wait until you get asked the question to then try and find out because it might take a day or two for the supplier to chase that information up for you and customers can get very nervous when they have sent something back and then have to wait for information. So always follow the golden rule with customer service, stay on the front foot!!

Cheers


Mark (fudjj)

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nivy25
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28 Aug 16 08:26:49 pm
Hey,
Thank you for your answers. You helped me a lot.

When the costumer wants to return a product how does he do it? He does it automaticly on Amazon or he needs to send me an email and than I will explain him where and how to send the product?
Who pays the shipping that the costumer returns to the supplier?
If I need to pay so how do I do it?
How do I choose on Amazon who pays?
Looking Foward to your respond,
Niv

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fudjj
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28 Aug 16 09:27:38 pm
No problems Niv

In regards to how a customer returns a product, that will depend on your supplier/s requirements so you will need to clarify their returns policy. That said, you should never make it an automated process as it keeps you out of the loop and then you're in a position of not knowing what's happening. That's exactly where you DON'T want to be in that situation because it's you that the customer will be following up with looking for updates and so on.

So you really have to make sure they you know of the problem from the very first step and then you are in a position to follow through with the process and provide the customer with quick and accurately informed responses to their inquiries straight away.

In regards to who pays, that's something that you will also have to discuss with the supplier/s, as to what their policy is on that subject. Most are going to say that the customer must pay, then it's your choice from there. You can choose to stipulate that in your returns policy or you can choose to cover the cost of returns yourself. If you are going to do that then you really need to be aware of the shipping costs involved for yourself up front so you don't get any nasty surprises if that situation should arise.


Mark (fudjj)

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nivy25
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28 Aug 16 11:05:11 pm
Thank's

I try to explain my questions.
On amazon, there is an option that I need to know and to choose the adress of the return shipping or all of that is a email convesation or ect.

For exampe, If I a costumer on amazon and I want to return product, I MUST to tell on email that I want to return my product and get refund and the seller will tell me the adress OR I have the option to do it outomaticly WITHOUT any mail or convesation with the seller.
Hope you understand my issue.
Thank you very much,
Nice day, Niv

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fudjj
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28 Aug 16 11:54:17 pm
I would always ask for notification first so I was aware of the issue and could then provide return details to the customer.


Mark (fudjj)

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nivy25
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29 Aug 16 08:30:50 am
Hey again
I Didn't understand your answer.
So I will ask you again.
What is the procces of returned products?
Do I need to provide an adress of returned products or the costumer applies to amazon first and amazon provides the details of the return adress?
It is my first experience on amazon and I want to be specific.

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fudjj
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29 Aug 16 09:58:11 am
Amazon first would be my suggestion


Mark (fudjj)

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nivy25
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29 Aug 16 11:19:05 am
Thank you,
When I registered to Amazon I had to write my private address.
When a costumer wants to return my product does he see this address or amazon bring him this adress As a return address?
Niv :)

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fudjj
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29 Aug 16 07:05:42 pm
Sorry Niv, that I reallly don't know to be honest. Best you contact Amazon to find out how that works to be completey sure.


Mark (fudjj)

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