Customer communication guidelines.
Hi all, I have one particular item for sale on Amazon which has an extremely high return rate (about 1 in 5) many times higher than our website. It's a gaming adaptor which can be quite tricky to setup for those without experience. I tend to think it's more of an impulse purchase for people on Amazon who haven't done any research. The vast majority of returns claim the item is faulty but 99% of the time it isn't.
I'm trying to think of ways of lowering the return rate and thought about sending an email prior to delivery with links to the manufacturers website troubleshooting guide and community forum.
Is this allowed or am I going to run into problems with Amazon for having external links? Sadly there's just too much info to include in an email.
Anyone else doing this successfully without getting into trouble?
Customer communication guidelines.
Hi all, I have one particular item for sale on Amazon which has an extremely high return rate (about 1 in 5) many times higher than our website. It's a gaming adaptor which can be quite tricky to setup for those without experience. I tend to think it's more of an impulse purchase for people on Amazon who haven't done any research. The vast majority of returns claim the item is faulty but 99% of the time it isn't.
I'm trying to think of ways of lowering the return rate and thought about sending an email prior to delivery with links to the manufacturers website troubleshooting guide and community forum.
Is this allowed or am I going to run into problems with Amazon for having external links? Sadly there's just too much info to include in an email.
Anyone else doing this successfully without getting into trouble?
3 replies
Seller_mS10UjVYuuGor
Several issues with emailing links. Firstly, as you say it is likely the Amazon bots will flag them and cause a problem (there are only limited reasons allowed for contacting customers pre/post purchase). Secondly, many buyers won't see or read the email anyway.
The solution must be to include the information in or on the box. A leaflet insert or label on the box will be easy to implement quickly if you're doing FBM or before next shipment if FBA. Even so only a percentage of people will read it so you're only likely to reduce rather than eliminate the problem.
Customer communication guidelines.
Hi all, I have one particular item for sale on Amazon which has an extremely high return rate (about 1 in 5) many times higher than our website. It's a gaming adaptor which can be quite tricky to setup for those without experience. I tend to think it's more of an impulse purchase for people on Amazon who haven't done any research. The vast majority of returns claim the item is faulty but 99% of the time it isn't.
I'm trying to think of ways of lowering the return rate and thought about sending an email prior to delivery with links to the manufacturers website troubleshooting guide and community forum.
Is this allowed or am I going to run into problems with Amazon for having external links? Sadly there's just too much info to include in an email.
Anyone else doing this successfully without getting into trouble?
Customer communication guidelines.
Hi all, I have one particular item for sale on Amazon which has an extremely high return rate (about 1 in 5) many times higher than our website. It's a gaming adaptor which can be quite tricky to setup for those without experience. I tend to think it's more of an impulse purchase for people on Amazon who haven't done any research. The vast majority of returns claim the item is faulty but 99% of the time it isn't.
I'm trying to think of ways of lowering the return rate and thought about sending an email prior to delivery with links to the manufacturers website troubleshooting guide and community forum.
Is this allowed or am I going to run into problems with Amazon for having external links? Sadly there's just too much info to include in an email.
Anyone else doing this successfully without getting into trouble?
Customer communication guidelines.
Hi all, I have one particular item for sale on Amazon which has an extremely high return rate (about 1 in 5) many times higher than our website. It's a gaming adaptor which can be quite tricky to setup for those without experience. I tend to think it's more of an impulse purchase for people on Amazon who haven't done any research. The vast majority of returns claim the item is faulty but 99% of the time it isn't.
I'm trying to think of ways of lowering the return rate and thought about sending an email prior to delivery with links to the manufacturers website troubleshooting guide and community forum.
Is this allowed or am I going to run into problems with Amazon for having external links? Sadly there's just too much info to include in an email.
Anyone else doing this successfully without getting into trouble?
3 replies
3 replies
Seller_mS10UjVYuuGor
Several issues with emailing links. Firstly, as you say it is likely the Amazon bots will flag them and cause a problem (there are only limited reasons allowed for contacting customers pre/post purchase). Secondly, many buyers won't see or read the email anyway.
The solution must be to include the information in or on the box. A leaflet insert or label on the box will be easy to implement quickly if you're doing FBM or before next shipment if FBA. Even so only a percentage of people will read it so you're only likely to reduce rather than eliminate the problem.
Seller_mS10UjVYuuGor
Several issues with emailing links. Firstly, as you say it is likely the Amazon bots will flag them and cause a problem (there are only limited reasons allowed for contacting customers pre/post purchase). Secondly, many buyers won't see or read the email anyway.
The solution must be to include the information in or on the box. A leaflet insert or label on the box will be easy to implement quickly if you're doing FBM or before next shipment if FBA. Even so only a percentage of people will read it so you're only likely to reduce rather than eliminate the problem.
Seller_mS10UjVYuuGor
Several issues with emailing links. Firstly, as you say it is likely the Amazon bots will flag them and cause a problem (there are only limited reasons allowed for contacting customers pre/post purchase). Secondly, many buyers won't see or read the email anyway.
The solution must be to include the information in or on the box. A leaflet insert or label on the box will be easy to implement quickly if you're doing FBM or before next shipment if FBA. Even so only a percentage of people will read it so you're only likely to reduce rather than eliminate the problem.
