There is a problem that many shops only focus on pushing products away, but do not pay attention to returning goods. This makes it difficult to manage profit and loss, leading to ineffective business, and sellers do not know what their profit or loss is. So how to effectively control refunded and canceled orders? Find out with UpBase through the article below.
The reason why the order was returned was because the delivery was not successful
There are many reasons why an order is not delivered successfully, possibly due to subjectivity on the part of the buyer or due to loss or damage during the shipping process. Below are some of the most common reasons that sellers often encounter when returning goods:
- The buyer is not present at the delivery address (there is no one to receive the goods)
- The buyer wrote down the wrong delivery address
- Delivery address is incorrect
- The buyer requested to cancel the order
- Orders are lost, damaged, or lost
- The delivery staff self-destructed and did not deliver
- Because your area is blocked due to an epidemic
- Because the order has exceeded the storage time
- The order shows signs of violating Shopee's policies
- The buyer did not receive the goods after 3 deliveries
- Refuse to receive goods (incorrect goods, do not want to receive, damaged goods,...)
- The delivery person could not contact the buyer (did not answer the phone)
- Unable to receive goods for many reasons
- The buyer promised to redeliver too many times
How to handle when an order is returned because of unsuccessful delivery
For buyers
Orders are returned sometimes because the buyer actively does not want to receive the goods, or because of the buyer's mistake during the ordering process. In case your order is delivered, the buyer needs to:
- Check your shipping address information again
- Contact the e-commerce floor staff or shipping unit for support
- Ask for your warehouse address when the shipper calls to proactively pick up the goods (in case you cannot receive the goods at the delivery address).
- Make an appointment with the shipper to deliver the goods again (if possible)
For sellers
A large number of refunds can affect store operations and directly affect sales profits. Therefore, sellers need to pay special attention to the issue of tracking and processing their refund orders when doing business.Theo dõi tình trạng đơn hàng để kịp thời xử lý
- Contact buyer to confirm information (address, phone number)
- Contact the customer to finalize the handling plan (continue delivery or cancel)
- Carry out refund procedures for buyers
- Customers may require a deposit or shipping fee before delivery
Use sales management software to control refunds and cancellations
For small shops, sellers can control the number of orders and refunds manually. However, for shops with a large number of orders, sellers should use sales management software to easily manage while saving time and human resources.
Order management
The order management feature on UpBase SMEs software allows sellers to monitor order status and process orders from multiple stores on one software interface.
Managing returned goods on the e-commerce platform
The return management feature helps sellers handle return orders and unusual cancellations. Track the reason for returning goods and automatically store them after the goods are returned.
See more: The most effective way to handle too much inventory in 2021
Check orders
- Controlling the flow of goods: actually controlling the orders coming in and out so that the seller knows how the orders are. Status of orders being delivered and goods returned to prevent loss
- Cash flow control: Similar to product flow control. The seller checks to see if the order has been paid yet? What is the return amount? How long does it take to pay?
- Check profit and loss: The seller subtracts the amount of goods imported and service fees to see how much profit remains. The most important thing in the profit and loss control file is costs. The seller checks which part is taking up the most % of costs, to know and reduce that cost.
UpBase SMEs software also helps sellers control detailed costs on each order, control the quantity of goods and the profit and loss status of the store.
Case arises: Returned goods are stolen
This is one of the cases shared by sellers in UpBase's community.
Case in question: "We hope you can answer the question of why, if the order is being shipped and the customer cancels the order, J&T will take the order from the shop and no matter how much you beg, it will not be refunded. I hope you/ Please advise me how to fix it. My shop has hundreds of J&T orders but I don't dare deliver them."
Problem solving:
In this case, the seller should resolve this way: list all bill of lading codes that have reported successful returns but have not actually received them and email them to J&T. At the same time, call the J&T hotline to complain. The seller continues to go to the post office to request the goods. If the post office still says the goods have been returned, the seller will request a signature comparison. You sign the form and send an email to JT and request a comparison.
Temporary conclusion
In this article, UpBase has given sellers ways to control returned orders. Hope you like this article.
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