What should I do if a cross-border e-commerce company sends the wrong goods? What are the situations?

There are many merchants doing cross-border e-commerce now. For merchants, there may be situations where the wrong goods are sent. Merchants must deal with these situations in a timely manner. So what should cross-border e-commerce do if the wrong goods are sent? Let's learn about it in the following content.

What should I do if a cross-border e-commerce company sends the wrong goods?

You need to communicate with the buyer at the first time to calm the customer's emotions so as not to leave negative comments, and confirm who sent the wrong product? The seller can ask the buyer to take some real photos of the goods received. Since all after-sales services for FBA orders are handled by "front-desk customer service", if the buyer receives the wrong product, it is recommended that the seller guide the buyer to contact the front-desk customer service to inquire about the logistics information and subsequent progress.

Maybe the front desk customer service will give a discount at its discretion, but the discount is borne by Amazon and the seller does not need to pay any fees. In this case, there is no need to worry at all. In addition, if the buyer asks the seller for a refund, it is recommended not to refund to avoid subsequent losses to the seller's account. Amazon will not be responsible. All after-sales services will be handled by the front desk customer service.

At the same time, please make sure that you will not have the problem again, and at the same time show him your company's sincerity. Or you can measure the value of the goods, and then propose a solution to the customer. Say that returning the goods is not realistic, and the loss of restocking is too much. But therefore, discuss remedies with the customer.

1. 5% of the goods that were sent by mistake this time will be offered to him at the lowest price you can offer. The ideal result is to persuade your customer to accept this batch of goods because there will be a 5% discount on the next batch sent to him.

2. You can offer him the lowest price in the next order, and give him a 3%-5% discount on the wrong products.

What are the situations?

1. Found out that the wrong goods were sent before they were shipped

First determine whether it is express or sea transportation. If you are shipping by sea, please find the freight company and ask the freight company not to release the goods, let them return the goods or change the address. At the same time, ask the courier company whether the address can be changed or it can be returned.

2. Found that the goods were sent by mistake when they arrived

If the end customer continues to request re-delivery of the product, the wrong product will be returned to the overseas warehouse and the correct product will be re-issued. Alternatively, if the end customer does not want this product, the wrong goods will be returned to the overseas warehouse and a full refund will be given. In addition, if an overseas warehouse is used, compensation for wrong delivery is usually paid. This depends on whether it is an overseas warehouse or a channel party.

Usually, the case is open. If you want to file a claim, compensation will usually be made in time. In addition, customers usually don't like to make another modification, because no one will be happy if they find that the goods they received are the wrong type. At the same time, it must be clear whether this batch of goods from this customer is wholesale or for engineering use? Which country is the customer from? Because if the goods for engineering are sent by mistake, he will not be able to deliver the project, and he must lose a lot.

Wholesalers can then resell them. Customers in developed countries usually don't want to be sent unwanted items. In underdeveloped countries, as long as the price is acceptable and the goods can be sold, most customers will accept it.

In short, the situation of sending wrong goods by cross-border e-commerce can be avoided. It can be avoided because of the carefulness of the workers, but it can also happen because of carelessness. The result depends on your work attitude. I hope the above content will be helpful to everyone.

Recommended reading:

How has cross-border e-commerce developed? What are its prospects?

What are the cross-border e-commerce settlement methods? What are the advantages and disadvantages?

What are the independent cross-border e-commerce sites? Introduction to the four major sites