As an Amazon seller, customer complaints are one of the top issues that we face. No matter how good our products and services are, there will always be complaints due to shipping, packaging, measurements, or variation of the product. There are customers who complain that they ordered a different color, size, or variant but received something different.
While some of the issues may be uncontrollable, especially if the customer has a habit of complaining just to get the item for free, there are a couple of ways to prevent complaints.
Product condition issues are among the top issues of some customers. When listing your product on Amazon, make sure that the buyers know what to expect. You should accurately describe your products and address potential product conditions that may lead to customer complaints.
For example, if your product does not have a box but is wrapped in sealed plastic with a seal, set the expectations of your customers and indicate it on the listing. You should also follow Amazon’s listing policies and guidelines when creating your listing. Avoiding customer complaints about product conditions protects your brand’s reputation and keeps your account healthy.
Guidelines in Avoiding Customer Complaints
When you use Amazon FBA, complaints about shipping and handling can be scratched out from your score. Amazon FBA will take responsibility for these and won’t be held against you.
To prevent complaints about your product conditions, you have to proactively identify and address any issues that your customers may experience.
Here are some guidelines to help you out:
- Scratches or scuffs give the impression that the product is used. Inspect your products and make sure they look brand new if they are advertised as “New.”
- Packages that are dirty, soiled, or have hair on them appears to have been previously opened. Make sure your packaging is clean and free of debris and stains.
- A broken seal leads to leaks and spillage. Work with your supplier to make sure that your products are properly sealed.
- Missing parts compromise the functionality and do not make the product work as described. Inspect your products and ensure that all accessories and parts are complete.
- If you ship to different countries, make sure that the instruction manual or labels are written in the language/s where you ship them to.
Tips in Listing Your Products
As mentioned earlier, your product description must be accurate and describe your products in detail. Set the expectations of your customer on packaging, accessories, variants, and condition.
Review your customer dashboard, feedback, and reviews and look for clues that may help you proactively address the customer complaints. You can acknowledge these issues and include them in your listing descriptions. It is also important to respond to these concerns in a timely manner.
Here are tips on how to write a product listing:
- Select the accurate condition if your product is New or Used.
- Make sure that you indicate the correct ASIN, version, edition, language, variant, and functionality.
- Accurately describe the product’s functionality. You can also mention if it is compatible with other products you are selling.
- Indicate if your product comes in a unique packaging but without a seal. Describe the packaging in detail to set the customer’s expectations.
- Have regular site inspections and conduct quality audits on your supplier. Make sure that you coordinate with your supplier for improvements and that they are sending the correct products and variants. Review the quality control process with them and make improvements as needed.
- Improve your product packaging and select the correct packaging for added protection. For example, you may add bubble wrap or inflatable cushions to protect your products from breakage. You can also request your supplier to add seals and additional wrapping.
- Consider the environment where your products are stored. Your products should not be exposed to the elements such as water and humidity that may lead to rust and corrosion. In addition, if you are selling food products, make sure that the storage meets the temperature requirements.
- Review your labels and make sure they are clearly marked according to style, color, version, edition, or country. If your orders are self-fulfilled, make sure they are also clearly marked for shipping and handling to avoid confusion.
- Label and store returned products separately and do not return them to your inventory for reselling. If they are still functional and usable, you may donate these to charity and organizations or give them as gifts. You can only resell them as new if they meet the given conditions (all components are present, package unopened and intact). If you decide to sell them as “Used” they should also meet the requirements.
- If you are using Amazon FBA, the products should arrive at the condition that they are advertised and in appropriate packaging. Communicate with Amazon FBA regularly to ensure that your products are handled and shipped out properly.
Customer complaints are inevitable. However, you can still prevent them so long as you are diligent in monitoring the quality of your products. Setting your customers’ expectations is also a good way to proactively address these issues. Do not exaggerate your listings and ensure that you are describing your products and packaging as accurately as possible.
Need help in optimizing your listings? Connect with us and we’ll be glad to help you out!
“A complaining customer can be your best opportunity to show how good you are…and create a customer evangelist.“– Shep Hyken