#1 TikTok Ads Spy Tool

A Better Way to Make TikTok Ads Dropshipping & TikTok For Business

  • Find TikTok winning products & TikTok dropshipping ads.
  • Analyze TikTok advertisers
  • Get the Latest TikTok Shop Data.
Try It Free

How to handle customer service on Amazon (with script templates)

Published on: December 1 2022 by Bryan Guerra

How to handle customer service on Amazon (with script templates)

How to handle customer service on Amazon (with script templates)

startTime durationTime text
00:00:00 00:00:03 i want to go over some customer service
00:00:01 00:00:04 templates now i have a lot more but i
00:00:03 00:00:06 kind of just want to get you started
00:00:04 00:00:08 with a starter list i'll actually try to
00:00:06 00:00:10 uh paste these kind of templates in and
00:00:08 00:00:12 i use these all in my own drop shipping
00:00:10 00:00:14 business on amazon so you can too now
00:00:12 00:00:15 each is for a specific situation but it
00:00:14 00:00:17 can help to have things like this
00:00:15 00:00:20 because realistikally what you'll start
00:00:17 00:00:22 to notike is you get a variation of
00:00:20 00:00:24 similar questions usually about ten
00:00:22 00:00:26 sometimes maybe a little bit more than
00:00:24 00:00:28 that but usually about like five to ten
00:00:26 00:00:30 questions or issues that pop up and so
00:00:28 00:00:32 you wanna have not just like a robotik
00:00:30 00:00:34 templated response that's not what i'm
00:00:32 00:00:36 suggesting but what i am suggesting is
00:00:34 00:00:38 you want to have kind of like a a system
00:00:36 00:00:40 of you know how you usually go about
00:00:38 00:00:42 handling that and a way that you can
00:00:40 00:00:43 kind of develop that system is to have
00:00:42 00:00:45 at least a template that you can then
00:00:43 00:00:47 mold to that situation not only does it
00:00:45 00:00:49 help save you time but it also helps
00:00:47 00:00:51 save you kind of um
00:00:49 00:00:52 the headache and the stress because when
00:00:51 00:00:54 i used to not have this like people
00:00:52 00:00:56 would suggest this to me before and i
00:00:54 00:00:57 would be like well that's stupid like i
00:00:56 00:00:59 don't really need to do that i can just
00:00:57 00:01:02 type it in just as fast as i could copy
00:00:59 00:01:03 and pasting it right and that's somewhat
00:01:02 00:01:04 true although it's not true but it is
00:01:03 00:01:07 somewhat true but what you don't
00:01:04 00:01:09 calculate there is the added stress of
00:01:07 00:01:10 every single time you get an issue on
00:01:09 00:01:12 your hands every single time you get a
00:01:10 00:01:14 message every single time you get an
00:01:12 00:01:16 unhappy customer you then have to solve
00:01:14 00:01:18 that problem and it's an emotional
00:01:16 00:01:20 taxation on you right it's a headache
00:01:18 00:01:22 that you need to then deal with rather
00:01:20 00:01:24 than if you it's a very different kind
00:01:22 00:01:25 of approach mentally if you have a
00:01:24 00:01:27 template that you're just like oh this
00:01:25 00:01:28 problem you identify what the problem is
00:01:27 00:01:30 you're like this is how i solve it i
00:01:28 00:01:31 have the answer and then you come you
00:01:30 00:01:33 grab this and then you mold it to that
00:01:31 00:01:35 specific situation and it's really it
00:01:33 00:01:36 it'll really help you emotionally deal
00:01:35 00:01:38 with these things so that you're not
00:01:36 00:01:39 scared every single time you get a
00:01:38 00:01:42 message i used to be terrified like oh
00:01:39 00:01:43 my god i got a i got an amazon message
00:01:42 00:01:46 like there's a pissed off customer what
00:01:43 00:01:48 if it's an a to z claim right and if you
00:01:46 00:01:49 have ways to kind of deal with these
00:01:48 00:01:51 things you'll never run into those
00:01:49 00:01:52 issues and it'll help you do it it'll
00:01:51 00:01:54 help you save a lot of time it'll help
00:01:52 00:01:56 you deal with it emotionally and less
00:01:54 00:01:57 headaches a little bit better if that
00:01:56 00:01:59 makes any sense okay
00:01:57 00:02:01 so i'm going to start you off with like
00:01:59 00:02:02 a a specific list here just to kind of
00:02:01 00:02:05 give you ideas of how you can handle
00:02:02 00:02:07 specific situations and mold kind of
00:02:05 00:02:08 your own customer service templates but
00:02:07 00:02:10 i'd also recommend that if you start to
00:02:08 00:02:12 see an issue come up frequently in your
00:02:10 00:02:14 business a solve it figure out like the
00:02:12 00:02:16 root cause of it and i'll tie it back
00:02:14 00:02:18 into a little lesson here in a second
00:02:16 00:02:20 but b come up with a specific customer
00:02:18 00:02:21 service template yourself so that you
00:02:20 00:02:22 can then go ahead and save yourself time
00:02:21 00:02:24 and solve it and for all future
00:02:22 00:02:26 endeavors right now the thing i wanted
00:02:24 00:02:28 to say is like if you start to see an
00:02:26 00:02:29 issue in your business that happens over
00:02:28 00:02:31 and over and over again that's the same
00:02:29 00:02:34 issue it's the analogy that i've always
00:02:31 00:02:36 heard it's like um you know the it's the
00:02:34 00:02:38 type of person that goes into like the
00:02:36 00:02:40 um what's the analogy like the warehouse
00:02:38 00:02:41 right and there's dust on the floor and
00:02:40 00:02:44 every single day they to start the day
00:02:41 00:02:45 they sweep up the dust but the smart
00:02:44 00:02:48 person goes into the warehouse and
00:02:45 00:02:50 figures out and identifies the source of
00:02:48 00:02:52 the dust so they no longer have to sweep
00:02:50 00:02:54 the dust out every single day before
00:02:52 00:02:55 they start their their work right and so
00:02:54 00:02:58 it's the same kind of overall template
00:02:55 00:02:59 metaphor here figure out the root cause
00:02:58 00:03:01 of the problem and identify the root
00:02:59 00:03:03 cause of the problem so you can solve it
00:03:01 00:03:04 at the root cause maybe it's a specific
00:03:03 00:03:06 listing maybe it's a specific product
00:03:04 00:03:08 maybe it's a specific supplier maybe
00:03:06 00:03:10 it's a specific state right like there's
00:03:08 00:03:11 a number of different things that can
00:03:10 00:03:13 happen but you'll i'll be able to
00:03:11 00:03:15 identify that to your specific situation
00:03:13 00:03:16 but the key here is identify the root
00:03:15 00:03:18 cause of the problem if you see it
00:03:16 00:03:21 happening a lot and then come up with a
00:03:18 00:03:22 templated response to deal with it okay
00:03:21 00:03:24 so we've already covered these right
00:03:22 00:03:26 here in a previous lecture but i'll just
00:03:24 00:03:27 reread them again somehow this got
00:03:26 00:03:29 delivered to the wrong address i'm
00:03:27 00:03:31 currently on the phone with fedex gps
00:03:29 00:03:33 obviously fix whichever one it is if you
00:03:31 00:03:35 use an oag tracking number this is
00:03:33 00:03:37 obviously for a fake oag tracking number
00:03:35 00:03:39 so if you for example have an item
00:03:37 00:03:41 that's out of stok on your supplier's
00:03:39 00:03:42 website and you want to mark that ship
00:03:41 00:03:43 because you don't want to cancel the
00:03:42 00:03:45 order because you don't want that to go
00:03:43 00:03:46 against your cancellation metrics then
00:03:45 00:03:48 what you can do is you can mark the
00:03:46 00:03:50 order shipped with a fake oeg tracking
00:03:48 00:03:52 number put it in your spreadsheet turn
00:03:50 00:03:53 it blue so you know it's fake and you
00:03:52 00:03:55 didn't actually ship that and then when
00:03:53 00:03:57 the customer messages you and like hey
00:03:55 00:03:58 this was mark delivered i never got it
00:03:57 00:04:00 i've been home all day or something like
00:03:58 00:04:02 that you'll start to see that happen a
00:04:00 00:04:03 lot well then what you want to do is you
00:04:02 00:04:05 want to refund them and respond with
00:04:03 00:04:07 this template right here you know hey
00:04:05 00:04:08 i'm on the phone with fedex you know i'm
00:04:07 00:04:11 trying to figure out what's going on
00:04:08 00:04:11 they marked it delivered to the wrong
00:04:13 00:04:17 literally address the screenshot of the
00:04:15 00:04:19 refund of their order and say sorry for
00:04:17 00:04:20 the inconvenience okay
00:04:19 00:04:22 now if they push back a little bit more
00:04:20 00:04:24 you can say something along the lines of
00:04:22 00:04:25 you know all they'll tell me and we've
00:04:24 00:04:26 already won over this one so i won't
00:04:25 00:04:28 really touch on it too much is like all
00:04:26 00:04:29 they're going to tell me is that it's
00:04:28 00:04:30 you know lost in transit they're giving
00:04:29 00:04:32 me a shipping credit they've been losing
00:04:30 00:04:33 a lot of my packages lately i'm guessing
00:04:32 00:04:34 they're you know something along those
00:04:33 00:04:36 lines and then sorry for the
00:04:34 00:04:38 inconvenience but you've issued them a
00:04:36 00:04:40 full refund okay and those are templated
00:04:38 00:04:42 responses that i use all the time when i
00:04:40 00:04:44 fake ship things and rarely do i have an
00:04:42 00:04:46 issue or push back from the customer
00:04:44 00:04:48 after you know further after i give
00:04:46 00:04:50 these okay so i'm able to mark things
00:04:48 00:04:52 fake shipped and then it doesn't really
00:04:50 00:04:53 ding my metrics i don't get in trouble
00:04:52 00:04:55 for you know having an out of stok
00:04:53 00:04:56 product on my website or anything like
00:04:55 00:04:58 that for example like one of the things
00:04:56 00:05:00 that i always used to run into this
00:04:58 00:05:02 issue with was cat food one of the the
00:05:00 00:05:04 situat one of the um suppliers websites
00:05:02 00:05:06 that i shipped cat food had all these
00:05:04 00:05:08 orders of cat food right and when i when
00:05:06 00:05:10 i was awake it was perfect but when i
00:05:08 00:05:12 would go to sleep i would get like you
00:05:10 00:05:14 know over the course of the the product
00:05:12 00:05:16 going in and out of stok while i was
00:05:14 00:05:18 sleeping for like seven eight hours
00:05:16 00:05:20 it would go in and out of stok and then
00:05:18 00:05:21 i'd wake up to like 12 orders for this
00:05:20 00:05:23 specific cat food and i'd wake up and it
00:05:21 00:05:24 would be out of stok and sometimes it
00:05:23 00:05:27 would never come back in stok for a
00:05:24 00:05:30 couple days randomly because you know
00:05:27 00:05:32 my my software my sku grid is is
00:05:30 00:05:34 changing that for me automatikally and
00:05:32 00:05:35 so what i had to do is obviously use
00:05:34 00:05:37 this a lot i had to fake ship those
00:05:35 00:05:39 because if i canceled all those all
00:05:37 00:05:41 those orders even with a lot of orders
00:05:39 00:05:43 on my account it would be a big ding on
00:05:41 00:05:44 my seller metrics right so i canceled
00:05:43 00:05:46 some of them i marked some of them fake
00:05:44 00:05:48 shipped and that's a good way that it's
00:05:46 00:05:50 a good tool to have in your arsenal okay
00:05:48 00:05:52 now the next one is um if somebody asks
00:05:50 00:05:54 for a refund there's two ways to handle
00:05:52 00:05:56 that so you can basically say
00:05:54 00:05:59 obviously if the product is um you know
00:05:56 00:06:01 dinged or or you know if it's uh
00:05:59 00:06:03 what's it called like if the product's
00:06:01 00:06:05 damaged or if you ship them the wrong
00:06:03 00:06:06 thing it's not really worth you know
00:06:05 00:06:08 them shipping it back and you made a
00:06:06 00:06:11 mistake you can handle that in multiple
00:06:08 00:06:12 ways a you can either if it's like uh a
00:06:11 00:06:14 broken item and they have proof of it
00:06:12 00:06:15 like sometimes i just don't even feel
00:06:14 00:06:16 like dealing with a return so i'll just
00:06:15 00:06:18 like no need to ship it back i just
00:06:16 00:06:19 issued you a full refund hope it helps
00:06:18 00:06:21 and enjoy your week slash weekend you
00:06:19 00:06:24 know obviously fix the week slash
00:06:21 00:06:25 weekend you know whichever one it is
00:06:24 00:06:28 often sometimes with these like i've
00:06:25 00:06:29 notiked like you make a happy customer
00:06:28 00:06:31 everyone's so worried about like getting
00:06:29 00:06:33 scammed on the specific sale but like
00:06:31 00:06:35 you're gonna make a lot more just
00:06:33 00:06:37 keeping your account health overall it
00:06:35 00:06:38 doesn't matter the platform obviously
00:06:37 00:06:41 specifically here we're toking about
00:06:38 00:06:44 amazon keep the customer happy survive
00:06:41 00:06:45 the order and move on and sell more
00:06:44 00:06:46 right live to sell more don't worry
00:06:45 00:06:48 about this
00:06:46 00:06:50 specific order right so you might lose
00:06:48 00:06:51 there's been times i've lost 20 bucks
00:06:50 00:06:53 which is no big deal on an order just
00:06:51 00:06:55 refunding there's been times i've lost
00:06:53 00:06:57 50. there's been times i've lost i think
00:06:55 00:06:58 like a hundred or two but it usually if
00:06:57 00:07:00 it gets up to there then i'll i'll
00:06:58 00:07:03 either prepay for them to ship the item
00:07:00 00:07:05 back um or like we've covered in in
00:07:03 00:07:07 other uh situations about refunds and
00:07:05 00:07:09 how to deal with them what you can do is
00:07:07 00:07:11 you can obviously either prepay or
00:07:09 00:07:13 authorize amazon to give them a prepaid
00:07:11 00:07:15 label or you can have them ship it back
00:07:13 00:07:17 on their own if they just had like a
00:07:15 00:07:18 change at heart okay so if you don't
00:07:17 00:07:20 want to deal with a refund you could say
00:07:18 00:07:21 something like that if you do want them
00:07:20 00:07:22 to ship it back but you don't want to
00:07:21 00:07:24 pay for the return shipping you can say
00:07:22 00:07:26 one of these two things sure you can
00:07:24 00:07:27 return the item to our return warehouse
00:07:26 00:07:29 listed below when we receive the item
00:07:27 00:07:31 we'll issue you a full refund thanks and
00:07:29 00:07:32 then obviously this is going to be like
00:07:31 00:07:34 your address or your warehouse or
00:07:32 00:07:35 whatever if you don't have a warehouse
00:07:34 00:07:37 just put this back to your address so
00:07:35 00:07:40 that you can then receive the product
00:07:37 00:07:42 inspect the product issue them a refund
00:07:40 00:07:43 on their specific order
00:07:42 00:07:45 and then ship it back to your supplier
00:07:43 00:07:47 so you can get a refund right that's the
00:07:45 00:07:48 way that you want to handle that or you
00:07:47 00:07:50 can obviously use you know if you'd like
00:07:48 00:07:51 to return this product some people are
00:07:50 00:07:53 message you like
00:07:51 00:07:55 interested in returning the product or
00:07:53 00:07:57 like they'll say like hey they changed
00:07:55 00:07:59 their mind like okay um you know if
00:07:57 00:08:00 you'd like to return the product you can
00:07:59 00:08:02 ship it back to our return warehouse
00:08:00 00:08:04 listed below when we receive it we'll
00:08:02 00:08:06 issue a refund hope that helps same
00:08:04 00:08:08 thing there the only key caveat i did
00:08:06 00:08:10 say here is like if you get somebody
00:08:08 00:08:12 that is claiming that the product was
00:08:10 00:08:14 damaged or you get somebody claiming
00:08:12 00:08:16 that you ship them the wrong product
00:08:14 00:08:18 you don't necessarily want to do this
00:08:16 00:08:20 you either want to do this and refund
00:08:18 00:08:22 them or you want to
00:08:20 00:08:24 give them a prepaid return label because
00:08:22 00:08:26 it's not even if they're right trust me
00:08:24 00:08:27 on this one okay don't let them don't
00:08:26 00:08:28 worry about the nickels and the dimes
00:08:27 00:08:31 you're gonna make more keeping your
00:08:28 00:08:33 account health uh healthy overall
00:08:31 00:08:35 but if you get one of those
00:08:33 00:08:37 it's not worth going through the hassle
00:08:35 00:08:39 because then they're gonna get pissed
00:08:37 00:08:40 off that they have to pay to return an
00:08:39 00:08:42 item that was wrong put yourself in the
00:08:40 00:08:44 customer's shoes right if you got an
00:08:42 00:08:46 item that was not the item that you
00:08:44 00:08:48 antikipated ordering right or if you got
00:08:46 00:08:50 a broken item and then you had to pay to
00:08:48 00:08:52 ship it back to the to the
00:08:50 00:08:54 the site or to the seller you'd be
00:08:52 00:08:56 pretty pissed off right so only use this
00:08:54 00:08:57 sparingly when it's like a change of
00:08:56 00:08:59 heart and the customers changing their
00:08:57 00:09:01 mind or something along those lines
00:08:59 00:09:04 right if it's damaged or if it's the
00:09:01 00:09:05 wrong product then either refund them or
00:09:04 00:09:07 authorize a prepaid label you can do
00:09:05 00:09:09 that on pirate ship if you want to
00:09:07 00:09:11 that's one that i use and then send them
00:09:09 00:09:13 an attached pre-label uh prepaid label
00:09:11 00:09:15 that works very very well um you already
00:09:13 00:09:17 have their return their address as well
00:09:15 00:09:19 and then you want to put your return
00:09:17 00:09:21 address as like the two on the label
00:09:19 00:09:23 it's very easy to do
00:09:21 00:09:25 now this is another one right here when
00:09:23 00:09:26 you get somebody claiming like it wasn't
00:09:25 00:09:28 delivered or they can't locate it but
00:09:26 00:09:29 it's saying delivered obviously if that
00:09:28 00:09:31 happens you want to check your
00:09:29 00:09:33 spreadsheet to see if you've marked it
00:09:31 00:09:34 fake shipped because that will that will
00:09:33 00:09:35 answer your question if it's blue and
00:09:34 00:09:37 you marked a fake ship then you know
00:09:35 00:09:38 that you never delivered it to them and
00:09:37 00:09:40 in that aspect you want to give them one
00:09:38 00:09:42 of these right but if you check your
00:09:40 00:09:44 spreadsheet it's a legitimate tracking
00:09:42 00:09:45 number and says delivered well then you
00:09:44 00:09:47 want them to do a little bit of more
00:09:45 00:09:49 research right because it could be a lot
00:09:47 00:09:50 of times like you'd be surprised like
00:09:49 00:09:52 sometimes there'd be a package in
00:09:50 00:09:53 someone's mailbox and they didn't even
00:09:52 00:09:55 know it sometimes there'd be a package
00:09:53 00:09:56 on like the side of someone's porch and
00:09:55 00:09:57 they didn't even know it sometimes
00:09:56 00:09:59 there'd be a package up against
00:09:57 00:10:01 someone's garage and they didn't know it
00:09:59 00:10:02 and sometimes randomly it would be at a
00:10:01 00:10:04 neighbor's house and they didn't even
00:10:02 00:10:06 know it now every once in a while you
00:10:04 00:10:08 will have the lost package and again if
00:10:06 00:10:10 they continue to claim that it wasn't
00:10:08 00:10:12 delivered just refund them trust me
00:10:10 00:10:14 because if they and i've dealt with two
00:10:12 00:10:16 a to z claims recently with this and you
00:10:14 00:10:18 know probably about a dozen or so over
00:10:16 00:10:20 the past year or two and every single
00:10:18 00:10:23 time not even like not even a little bit
00:10:20 00:10:25 of the time every single time amazon
00:10:23 00:10:27 sides with the customer unless you have
00:10:25 00:10:29 signed uh you you have signature
00:10:27 00:10:31 confirmation right because you're not
00:10:29 00:10:34 doing signature confirmation because
00:10:31 00:10:36 we're drop shipping just refund them
00:10:34 00:10:38 okay because it's not worth the a to z
00:10:36 00:10:40 claim on your account okay so if they do
00:10:38 00:10:41 this or if they say it's not delivered
00:10:40 00:10:44 you want to respond with something like
00:10:41 00:10:45 this okay and if they continue to push
00:10:44 00:10:47 that it hasn't been delivered don't
00:10:45 00:10:48 worry if they're scamming you don't
00:10:47 00:10:51 worry about if they're a shitty buyer
00:10:48 00:10:52 assume the best assume that it really
00:10:51 00:10:54 wasn't delivered or it was misplaced and
00:10:52 00:10:56 just refund them okay it's not worth the
00:10:54 00:10:58 health of your seller account but
00:10:56 00:10:58 assuming that this is the first time and
00:10:58 00:11:00 they're claiming that it wasn't
00:10:58 00:11:01 delivered you want to say something like
00:11:00 00:11:03 this like hey and then obviously input
00:11:01 00:11:04 their name there you can get their name
00:11:03 00:11:06 from the order
00:11:04 00:11:08 um or the message
00:11:06 00:11:10 your x whatever it was was delivered on
00:11:08 00:11:11 and then input the date that from the
00:11:10 00:11:13 delivery right you can see that on the
00:11:11 00:11:15 tracking number to the whatever usually
00:11:13 00:11:16 it's like it'll tell you like delivered
00:11:15 00:11:18 to the front door or delivered to the
00:11:16 00:11:19 mailbox or driver release or something
00:11:18 00:11:21 like that right so you would say like
00:11:19 00:11:23 this was delivered to the address on the
00:11:21 00:11:25 order you know to the front door to the
00:11:23 00:11:27 mailbox we've also listed that address
00:11:25 00:11:28 below so list their address so that they
00:11:27 00:11:29 can literally see that that's where it
00:11:28 00:11:31 was delivered from
00:11:29 00:11:33 list the shipping carrier and the
00:11:31 00:11:36 tracking number for them and then say
00:11:33 00:11:37 hope that helps right and oftentimes
00:11:36 00:11:40 something like this
00:11:37 00:11:41 will will kind of you know
00:11:40 00:11:43 it'll reiterate to them that like okay
00:11:41 00:11:45 you're not just like you're you're not
00:11:43 00:11:46 on an unaware seller you know that it
00:11:45 00:11:48 was delivered you can see that was
00:11:46 00:11:50 delivered you have the tracking number
00:11:48 00:11:51 because most people won't push an a to z
00:11:50 00:11:53 claim obviously if they got the item or
00:11:51 00:11:54 they'll do a little bit more research so
00:11:53 00:11:57 that's kind of how you want to handle
00:11:54 00:11:58 that um or you could do this right here
00:11:57 00:12:01 um where is it
00:11:58 00:12:03 uh if if right here so if it's like an
00:12:01 00:12:04 apartment building or something like
00:12:03 00:12:05 that or if it's even if it's like a
00:12:04 00:12:07 normal house you could say the same
00:12:05 00:12:09 thing like hey and then the person's
00:12:07 00:12:10 name this shows that it was delivered on
00:12:09 00:12:12 and then put the delivery date that you
00:12:10 00:12:14 know from the from the tracking number
00:12:12 00:12:15 that you can get same thing input the
00:12:14 00:12:17 carrier and put the tracking number
00:12:15 00:12:19 there and then since it this was
00:12:17 00:12:21 appeared uh delivered to an apartment
00:12:19 00:12:22 complex or if it's a neighborhood or
00:12:21 00:12:24 something like that since this was
00:12:22 00:12:25 appeared delivered to the neighborhood
00:12:24 00:12:28 if you haven't received it yet i'd
00:12:25 00:12:30 suggest i'd kindly suggest trying let's
00:12:28 00:12:30 put kindly in there
00:12:30 00:12:34 i'd kindly suggest trying to check with
00:12:32 00:12:35 neighbors if it's in a if it's a
00:12:34 00:12:37 neighborhood right
00:12:35 00:12:38 if it's an apartment complex i'd kindly
00:12:37 00:12:40 suggest checking with neighbors or your
00:12:38 00:12:42 building manager to see if anyone else
00:12:40 00:12:43 has received the package hope that helps
00:12:42 00:12:45 this one works very very well for
00:12:43 00:12:47 apartment buildings and people that live
00:12:45 00:12:49 in townhouses i know specifically like i
00:12:47 00:12:50 live in an apartment building and our
00:12:49 00:12:53 apartment complex has like i don't even
00:12:50 00:12:55 know like 20 different buildings and all
00:12:53 00:12:57 the time drivers from fedex all the time
00:12:55 00:12:59 drivers from um ups and and a number of
00:12:57 00:13:01 other carriers will deliver it to the
00:12:59 00:13:03 wrong building or they'll deliver it to
00:13:01 00:13:05 the main building and not our building
00:13:03 00:13:07 right and so this happens all the time
00:13:05 00:13:10 in apartment complexes so it's it's
00:13:07 00:13:12 typically if that happens um you know a
00:13:10 00:13:14 mistake of the building or something
00:13:12 00:13:16 like that or a mistake going to the the
00:13:14 00:13:17 main complex and so that's why you want
00:13:16 00:13:19 to say something along these lines it
00:13:17 00:13:20 helps and then kind of puts the onus
00:13:19 00:13:22 back on them it's like hey it's mark
00:13:20 00:13:23 delivered um would you mind kind of
00:13:22 00:13:25 investigating it a little bit it's
00:13:23 00:13:26 saying it's delivered because often the
00:13:25 00:13:28 person just wants their package right
00:13:26 00:13:30 they're willing to go check it out
00:13:28 00:13:31 especially if you say it kindly like
00:13:30 00:13:33 this okay
00:13:31 00:13:35 and finally um these last two right here
00:13:33 00:13:37 uh this is if somebody asks to cancel
00:13:35 00:13:39 the order this happens to me like all
00:13:37 00:13:41 the time at night like um you know a
00:13:39 00:13:43 customer will can't will ask to cancel
00:13:41 00:13:44 the order like two or three hours after
00:13:43 00:13:46 they place it and it's like i've already
00:13:44 00:13:47 placed the order now if you haven't
00:13:46 00:13:50 already placed the order and they asked
00:13:47 00:13:51 to cancel it then you're allowed to
00:13:50 00:13:53 accept the cancellation request and it
00:13:51 00:13:55 won't go against your metrics okay but
00:13:53 00:13:56 that's assuming that you haven't
00:13:55 00:13:58 actually processed the order if you have
00:13:56 00:14:00 processed the order and a certain amount
00:13:58 00:14:01 of time has elapsed you're not going to
00:14:00 00:14:02 be able to cancel the order on your
00:14:01 00:14:04 supplier's website so you're not gonna
00:14:02 00:14:05 obviously cancel it for them because
00:14:04 00:14:07 you've already paid for the order and
00:14:05 00:14:08 it's already on the way uh it's already
00:14:07 00:14:11 being processed by your supplier right
00:14:08 00:14:13 so in that situation because on amazon
00:14:11 00:14:16 the customer has 30 minutes to cancel
00:14:13 00:14:17 the order and then obviously you know
00:14:16 00:14:19 that like they have the ability to
00:14:17 00:14:21 cancel the order on their end within 30
00:14:19 00:14:23 minutes if it goes past that 30 minute
00:14:21 00:14:25 window then they have to send a
00:14:23 00:14:27 cancellation request to you if you
00:14:25 00:14:28 haven't processed their order yet then
00:14:27 00:14:30 you can accept the cancellation request
00:14:28 00:14:32 if you have processed the order you want
00:14:30 00:14:33 to say something like this we can this
00:14:32 00:14:35 happens all the time to me
00:14:33 00:14:37 we can't cancel this order unfortunately
00:14:35 00:14:38 as it was already processed and sent out
00:14:37 00:14:39 for shipment we usually input the
00:14:38 00:14:42 tracking number as soon as the package
00:14:39 00:14:44 starts uploading hope that helps and
00:14:42 00:14:46 enjoy your again week slash weekend
00:14:44 00:14:47 don't just copy paste this make sure you
00:14:46 00:14:50 fix the week slash weekend pick
00:14:47 00:14:52 whichever one makes sense there okay
00:14:50 00:14:53 and finally um you know if this right
00:14:52 00:14:56 here
00:14:53 00:14:57 is a situation where um
00:14:56 00:14:59 let's say you mark like let's say you
00:14:57 00:15:01 had a uh
00:14:59 00:15:02 a supplier that had like a long shipping
00:15:01 00:15:04 time this usually used to happen to me
00:15:02 00:15:06 all the time on certain wholesale sites
00:15:04 00:15:08 that were shipping from um overseas and
00:15:06 00:15:09 i don't really use them anymore for that
00:15:08 00:15:11 reason but this might you might run into
00:15:09 00:15:13 this situation on wholesale supplier you
00:15:11 00:15:15 might run into the situation on a retail
00:15:13 00:15:16 supplier uh with a long shipping time
00:15:15 00:15:18 best buy was a good example of this when
00:15:16 00:15:19 i used to ship from best buy every once
00:15:18 00:15:21 in a while because they have third-party
00:15:19 00:15:23 sellers on their website some sellers
00:15:21 00:15:24 would take like two or three weeks to
00:15:23 00:15:26 ship the item it was crazy not all the
00:15:24 00:15:28 time but every once in a while and so
00:15:26 00:15:30 what i would do is i'd mark the order
00:15:28 00:15:32 ship because you don't want to you know
00:15:30 00:15:34 like if you go too long over like let's
00:15:32 00:15:37 say hypothetikally you you um
00:15:34 00:15:38 you have five day handling time right
00:15:37 00:15:40 well if you don't ship that order in
00:15:38 00:15:41 five days obviously it's gonna be go
00:15:40 00:15:43 against your late shipment rate which is
00:15:41 00:15:45 fine but if you don't ship that item i
00:15:43 00:15:47 believe it's in like seven or ten days i
00:15:45 00:15:49 forget what the limit is then amazon
00:15:47 00:15:51 cancels the order for you automatikally
00:15:49 00:15:53 and they warn you before they do this so
00:15:51 00:15:54 if it's like let's say like nine days
00:15:53 00:15:56 and obviously it still hasn't mark shift
00:15:54 00:15:58 on your suppliers website which you will
00:15:56 00:16:01 run into this issue eventually okay then
00:15:58 00:16:03 you want to market shift with a fake oag
00:16:01 00:16:05 tracking number do not mark that as a
00:16:03 00:16:06 fake og tracking number in your
00:16:05 00:16:08 spreadsheet or you'll think that you
00:16:06 00:16:09 didn't actually buy that product instead
00:16:08 00:16:11 what you want to do is you want to
00:16:09 00:16:13 market shipped with an oag tracking
00:16:11 00:16:14 number and then put a little note in
00:16:13 00:16:17 your spreadsheet that says like this is
00:16:14 00:16:19 expected on and this is a track this is
00:16:17 00:16:21 a oeg tracking number that doesn't
00:16:19 00:16:23 correspond and then what you can do is
00:16:21 00:16:25 it'll buy you some time it'll buy you
00:16:23 00:16:27 like a week to 10 days where typically
00:16:25 00:16:28 within that week to 10 days you will
00:16:27 00:16:29 actually get the legitimate tracking
00:16:28 00:16:31 number from your website because if you
00:16:29 00:16:33 can remember you waited five or you
00:16:31 00:16:35 waited ten days and then you bought
00:16:33 00:16:36 yourself another seven to ten days so by
00:16:35 00:16:38 that time you will have the actual
00:16:36 00:16:40 legitimate tracking number and you will
00:16:38 00:16:41 have the actual legitimate date so by
00:16:40 00:16:43 the time the customer reaches out to you
00:16:41 00:16:45 you will have a concrete tracking number
00:16:43 00:16:49 for them to use and you will have a
00:16:45 00:16:51 concrete hopefully soon delivery date to
00:16:49 00:16:52 relay to them right so in that situation
00:16:51 00:16:54 you want to say like i just checked it
00:16:52 00:16:55 and it looks like i accidentally input
00:16:54 00:16:56 the wrong tracking number because if
00:16:55 00:16:57 they're reaching out to you saying like
00:16:56 00:16:59 their package wasn't delivered and you
00:16:57 00:17:01 figure out that that's what happened
00:16:59 00:17:03 then and all this information should be
00:17:01 00:17:04 in your spreadsheet too that's why you
00:17:03 00:17:06 use spreadsheets that's why you take
00:17:04 00:17:07 notes on everything that's why you input
00:17:06 00:17:09 these notes into your spreadsheet so you
00:17:07 00:17:11 can identify these things and solve them
00:17:09 00:17:12 i just checked and it looks like i
00:17:11 00:17:14 accidentally input the track the wrong
00:17:12 00:17:15 tracking number i'm really sorry my
00:17:14 00:17:17 mistake i must have mixed it up with
00:17:15 00:17:19 another order i've been getting a lot of
00:17:17 00:17:21 these lately yours was delivered to that
00:17:19 00:17:23 address on the order you know and then
00:17:21 00:17:24 you can so if if it was already
00:17:23 00:17:25 delivered then you can say something
00:17:24 00:17:26 like this yours was delivered to the
00:17:25 00:17:29 address and you ordered yesterday i've
00:17:26 00:17:30 listed the address below i've also fixed
00:17:29 00:17:32 your order and input the real tracking
00:17:30 00:17:33 number there you should go or you know
00:17:32 00:17:35 now you can see it tracked to your house
00:17:33 00:17:36 now if it hasn't been and it's expected
00:17:35 00:17:39 then you want to say like yours is
00:17:36 00:17:40 expected to so same thing with the first
00:17:39 00:17:44 part right here and then yours is
00:17:40 00:17:45 expected to be delivered on x date and
00:17:44 00:17:48 then here's the tracking number and then
00:17:45 00:17:49 input the tracking number obviously
00:17:48 00:17:51 something along those lines right and
00:17:49 00:17:53 then then literally repeat back to them
00:17:51 00:17:55 their address so that they know and
00:17:53 00:17:56 those are some examples of you know
00:17:55 00:17:58 customer service templates that are
00:17:56 00:18:00 really going to save you time and a lot
00:17:58 00:18:01 of headaches dealing with future issues
00:18:00 00:18:02 but again
00:18:01 00:18:04 these are templates that i use in my
00:18:02 00:18:05 business i probably have like five to
00:18:04 00:18:07 ten more but i kind of just wanted to
00:18:05 00:18:08 get you started here
00:18:07 00:18:09 you're gonna be able to use these you're
00:18:08 00:18:11 gonna be able to mold them to your
00:18:09 00:18:13 specific situations for the situations
00:18:11 00:18:14 that i just covered but also you're
00:18:13 00:18:15 going to want to create your own ones
00:18:14 00:18:17 because you're going to have your own
00:18:15 00:18:19 specific situations but
00:18:17 00:18:22 typically you're going to have you know
00:18:19 00:18:24 about 5 to 10 things that reoccur over
00:18:22 00:18:26 and over again so develop templates
00:18:24 00:18:27 develop systems for handling them and
00:18:26 00:18:30 it's going to save you a lot of time and
00:18:27 00:18:30 a lot of headaches