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In order to avoid sellers guiding consumers to offline transactions, Amazon has repeatedly upgraded the encryption of user information. The current situation is that sellers can only contact customers through in-app letters. Even so, the system has also made many filters on in-app letters. For example, if there is an email address in the in-app letter communication, it will be automatically filtered and deleted by the system. At the same time, if the seller has his own contact information in the in-app letter, if it is manually detected, according to the severity of the plot, it may lead to the account being removed from sales authority.

The platform naturally has its own considerations for making such a request. By reducing the direct communication between buyers and sellers, locking users and transactions on the platform is more conducive to maintaining the stability of long-term users and sales of the platform. At the same time, it can also reduce the potential harassment of customers caused by sellers over-contacting customers. But for sellers, this also reduces the space and opportunity to play active marketing in competition with competitors to a certain extent.

But in any case, customers who have already made a deal are a precious resource for sellers. If they can be seized and maintained well, it will inevitably generate a greater boost in later sales. Since in-app can’t get in direct contact with customers, we might as well consider doing a good job of out-of-app homework, such as after-sales services cards.

During the transaction, Amazon blocks the buyer’s information, and also prohibits the seller from actively providing contact information to the buyer. However, it does not prohibit the placement of after-sales services cards in the product packaging. For sellers, if they can make full use of the after-sales services card and use it as a channel to convey information to consumers and strive for consumers to contact us actively, they can also get good feedback to a certain extent.

According to the communication with many sellers, in the current operation, most small and medium-sized sellers do not pay much attention to the details other than the product. The transaction is just the transaction itself. In addition to the delivery of an order, there is hardly any other active and guiding behavior. This is the norm in cross-border e-commerce operations, but if the seller can think a little deeper and use the after-sales services card as part of the product and transaction, the effect will be very different.

The so-called after-sales services card refers to a short email that the seller makes in advance and places in the product packaging to send to the customer along with the product. Compared with the situation that small and medium-sized sellers do not pay attention to the after-sales services card, big sellers with brand awareness are one step ahead in this area. In the product packaging of many big sellers, the after-sales services card is a very important content.

Unlike the cold language of the product manual, the language of the after-sales services card can be more vivid, vivid, lively and decent, and such language is also easier to gain consumer recognition and resonance. A good after-sales services card can greatly improve the retention rate and reduce the bad review rate. It is a rare initiative in customer service.

But how should an excellent after-sales services card be drafted?

Generally speaking, the after-sales services card should contain the following aspects:

1. Gratitude and gratitude. In the first paragraph of the after-sales services card, the seller can start from the purchased order, “Thank you very much for purchasing our products. As a responsible seller, providing customers with satisfactory products and services has always been our goal. I hope this shopping experience can leave you with a good memory”.

2. Indicate the treatment plan for potential dissatisfaction. For sellers, one of the core uses of the after-sales services card is to reduce the occurrence of bad reviews, so in the second paragraph, the seller can address the potential dissatisfaction of customers by saying, “We sincerely hope that our products can meet your needs and expectations, but it is also inevitable that the products may be damaged during delivery. If you have any dissatisfaction after receiving the goods, I hope you can contact us as soon as possible. No matter what the situation is, we will definitely provide you with a satisfactory solution”.

Third, guide satisfied customers to leave satisfactory reviews. In addition to reducing bad reviews, if you can receive more praise through the after-sales services card, it is also happy. Therefore, in the third paragraph, the seller can properly guide the customer, “If you are satisfied with our products and services, I hope you can leave us a product review at your convenience. I believe your sharing will also guide more users, and other customers will also thank you for your efforts.” Most people are kind and generous. If the guidance is appropriate, the retention rate will inevitably increase to a certain extent.

Fourth, in addition to the above, in the after-sales services card, Amazon sellers should also bring their own email, official website and Facebook address, etc. After all, if they can have more contact information, they may be able to have more connections with customers