Sellers doing cross-border e-commerce will inevitably encounter customer return orders and order corrections. In fact, all platforms are the same. Today, let's take a look at common order problems on Amazon and how to deal with them.

1. The buyer submitted an incorrect order and wants to modify it. Here are some places where the buyer may ask you to modify the order, and how to deal with it: Cancelling the order (1) If you haven't shipped yet, you can cancel it. Buyers only have 30 minutes to cancel their orders after submitting them, but you can cancel them before shipping. (2) If you have already shipped, you can't cancel the order, but you can ask the buyer to return the goods and refund. It is best to wait until you get your product before refunding the buyer. Upgrading shipping (1) If you haven't shipped yet, it's up to you to decide whether to upgrade shipping at the buyer's request. Sellers are not obligated to provide services that the buyer has not paid for or promised to pay for in the future (sellers cannot invoice buyers for additional expenses, including postage). (2) If you have already shipped, provide buyers with information about the shipping method you use, give them a realistic time frame, and ask them to be patient. Amazon provides buyers with information about delivery expectations at Marketplace Shipping Times. Changing the Shipping Address on an Order (1) If you have not yet shipped the item and the buyer indicates that the item cannot be received at the original address, you should cancel the order. The buyer can then return to Amazon.com and place a new order with the new address. Amazon policy requires sellers to ship only to the address provided in their seller account. (2) If you have already shipped the item and the buyer indicates that the item cannot be received at the original address, you cannot cancel the order, but it may still be delivered to the buyer by the recipient. Or it may be returned to you by the recipient, who will then refund the buyer.

2. The buyer did not receive the product they ordered. As you know, buyers are often anxious to get their holiday orders and will be emailing you to inquire about the status of their shipments. (1) If the shipment includes tracking information, provide the buyer with the carrier and tracking number to help resolve questions about delivery dates. (2) In the event of a slow shipment, you will need to explain the delivery time frame. (3) In the event of a missing item, you should contact the shipper to understand the problem and inquire about possible remedies. For products that are "late" and may have been lost, you may need to ask your shipper to help find the goods and successfully ship them. (4) If the latest delivery date has passed, the best solution is to refund the buyer. Compensating the buyer for losses is only the cost of doing business. (5) For those products that are truly lost, you can still recover your costs if you originally purchased insurance. When buying insurance, you need to estimate the extent of your possible losses in advance.

3. The buyer has received the goods but wants to return them. Here are the basic methods for handling returns: (1) According to your sales agreement, your return and refund policy must comply with the latest Amazon return policy. You must accept returns and exchanges according to the principles set forth in Amazon's policy, even if the product is described correctly, but the buyer just doesn't want it. (2) Returns for new products are different from returns for damaged/faulty/material-different products. (3) The returned goods must include everything as received. (4) If there is no problem with the product, the buyer should bear the cost of round-trip shipping. (5) If the product is damaged or defective, or is significantly different from the product described on the detail page, the seller shall bear the cost of round-trip shipping. You can make a concession to the buyer before returning the product. (6) In some cases, you can ask the buyer for a reasonable return fee