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)
Table of Contents
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 |
