Refund Issues After The Holidays? This New Feature Can Help!

Regan Lawloremail best practices4 Comments

refund issues after the hollidays, how to keep cancellations to a minimum

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We know refunds are an inevitable part of doing business and, unfortunately, they are even heavier in January. That’s why we’ve introduced a sweet new feature to help you reduce cancellations, and keep them to a minimum!

 

The ‘Refund Initiated’ trigger

The “Refund Initiated” trigger is the latest feature we’ve added to Jump Send. It allows you to send an automated email to any customer who has initiated a refund for their Amazon purchase.

 

This is what it looks like within Jump Send:

money_feature_refund

 

So, if you add another email template to your campaign…it should be this one! You can even choose to send it out when a customer starts the cancellation process for the product they purchased. Additionally, you can address their concerns before the refund is completed.

You could, potentially, save the sale. I know; this is huge!

 

If you increase your customer retention rate by 5%, you increase your profits by 25% – Harvard Business School

 

Can you change a customer’s mind?

Changing a buyer’s mind, when they have made the decision to cancel their purchase, isn’t easy. But, if you create an email that is personalized, thoughtful and compassionate, you’ll be much closer to convincing them to cancel their return.

 

Here are a few tips to keep in mind when writing your ‘Refund Initiated’ email:

  • Make sure your emails are personalized. People like to see their names in print, so it’s a good idea to use their first name a couple of times – at the beginning of the email, and then again in either the body of the email or at the end.
  • Consider adding these sentences (or something similar) to your emails:
    • Feel free to ask me any questions;
    • Please let me know if there’s anything I can do to help you;
    • I’m sure we can work it out.

They let your customers know you are willing to listen and will find a solution to their problem with your product.

  • Keep the email short… but not so short that you miss conveying your genuine concern for the customer’s satisfaction! They’re already upset, so you don’t want to further aggravate them by forcing them to read a long and rambling email.

 

Refund Initiated Emails

Here’s an example of a ‘Refund Initiated’ email we created. Feel free to use this as is, or tweak it to better suit you, your company and your customer:

 

Hi {{ Buyer First Name }},

We noticed that you recently initiated a refund for you {{ Product Name }}, and we wanted to reach out to you to ask if there is anything we can do to fix the issues you have been having.

We want to do everything we can so that you’re happy with your {{ Product Name }}.

Let me know if we can help out in any way, and please feel free to ask us any and all questions you may have.

If you reply to this message with your concerns, we’re sure we can make this right!

Thank YOU for choosing to be one of our customers, and for giving us the opportunity to make sure you are not only satisfied, but truly delighted, with your {{ Product Name }} and {{ Company Name }}.

Looking forward to hearing from you!

Thanks again,

Greg

 

Get Valuable Insights & Feedback

Even if the refund email doesn’t stop your buyer from canceling their purchase, by writing and sending an email that expresses your sincere desire to resolve their problem, they are leaving with a positive experience of your company.

They may not have walked away with this particular item, but you just increased the chances that they’ll give one of your other products a try! Keeping customers is always easier than finding new ones, even in the Amazon world.

Not only that, it’s a great way to get honest feedback about your product and the customer’s experience. You’ll be one step ahead in spotting and resolving common problems, preventing returns in the long run.

 

Maybe a Discount would do the Trick?

But let’s face it.  Refunds are expensive. If a product is returned after it has been opened, you will have to either discard it or repackage and resell it (often in used condition). Those options are not only expensive, they’re also also a headache!

Oftentimes you’re better off giving a partial refund.

Some sellers have had success, offering customers a significant discount for the problematic product…keeping the item, instead of returning it. At the end of the day, this can be a good deal for both you and the customer!

They keep their defective unit for 50% off, and you end up with more money than you would have received (a whole lotta nothing!) if they had returned it to Amazon for a full refund.

So what are you waiting for? Head over to Jump Send and get the new trigger working in your favor! Save yourself some headaches, over products returned after the holidays.

 

Let me know your thoughts and questions in the comments below. 

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Comments 4

  1. Thanks for the new feature. So, if FBA customer service has just initiated a payment to the customer (from my account) for their refund, and they get an amazing email from me offering a 50% discount if they would not complete the refund, how to we reverse the Amazon transaction so that I only send them 50% of the purchase price and get the full amount back in my seller account?

  2. should the “refund initiated” triggered email be added to an existing campaign (for example a campaign that contains 3 emails, 2 of which request a review) Or should this email have it’s own campaign?

    If it has it’s own campaign, what happens if a customer requests a refund during the execution of the “Review Request” Campaign? Could they simultaneously be receiving an email that requests a review, (even after they’ve requested the refund) and one that is triggered by them initiating a refund?

    Sorry if that’s unclear – I’m just not sure on the trigger logic. Does it make sense to have review request emails and your refund initiated emails all in one email campaign, or have them in 2 separate campaigns? Or does it not change the system Logic? Or, it is possible for email campaigns to clash, if a customer requests a refund during the timeframe in which the “review request” email campaign is running?

    Thanks

    Ashley

    1. Hey Ashley,

      This is a great question. You can set up your refund and review emails in the same campaign or in separate ones – up to your preference. However, if a customer requests a refund, all other emails are killed except the refund emails by default.

      So you can be assured that you won’t be sending out refund emails alongside review request emails.

      Hope this helps, thanks for reading!
      Kym @ Jump Send

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