对付return request的十六字决

又到每年的退货高峰期. 本人资历尚浅,只百十来个order,但已收到不少return
request. 眼见几月辛劳付之东流, 不得已仓促上阵,已之纠缠,见招化招,虽不至于拒敌
门外,但至少降低损失,尚可保全.现总结十六字决如下,供前辈指正,后进借鉴.
以理拒之
以情动之
以利诱之
以泪授之
以理拒之: 明确告知return policy,对于upopened item,对方要付邮费;对于
opened item but not defective的, 对方要付邮费并restocking费;对于
defective的,要对方找manufacturer warranty.冤有头,债有主,产品质量问题应由
manufacturer负责. 要言之凿凿,让家中说一不二的老大读着读着都点头称是。总有明
晓事理之人,或转而寻求warranty,或惧于restocking and shipping,改变主意,从此再
不联系.
以情动之: 芸芸众生,多为善良之辈. 告知世事维艰,全家老小就靠这点小买卖养活,务
求言真意切,要让自已写着写着不觉潸然泪下。有些病人或被打动,或不至于改变主意,
但至少不会给negative feedback.
以利诱之: 天下攘攘,皆为利往. 如病人不为理拒,在以情动之时,可以同时施以小利,提
出给点refund,略表歉意. 真有不少人转变主意,转而寻求warranty.
以泪授之: 总有顽固分子,铁石心肠,不为理晓,不为情动,不为利诱,一定要return,不
然给negative feedback. 不得已,只有含泪忍痛authorize return,只求退回来的东西,
卖相
尚可,或能重新卖,尽量挽回点损失.

哎,刚一吹完,又一return request上门了。

有些拖拖不approve就算了,看我帐户里的:
Return requested 348 days ago
Your RMA #: none saved
Order ID:
Label type:
Buyer: Edgardo xxx
Request Date: January 18, 2013 1:23:22 PM PST
Order Date: December 14, 2012 9:04:23 AM PST
Authorize requestClose requestIssue refundContact buyer
Return Reason: Defective/Does not work properly
Return requested 285 days ago
Your RMA #: none saved
Order ID:
Label type:
Buyer: ezony
Request Date: March 22, 2013 2:48:42 PM PDT
Order Date: March 12, 2013 2:44:45 PM PDT
Authorize requestClose requestIssue refundContact buyer
Return Reason: Defective/Does not work properly
Return requested 177 days ago
Your RMA #: none saved
Order ID: 002-
Label type:
Buyer: Dennis
Request Date: July 8, 2013 5:28:03 PM PDT
Order Date: May 23, 2013 7:58:50 PM PDT
Authorize requestClose requestIssue refundContact buyer
Return Reason: Defective/Does not work properly
Return requested 101 days ago
Your RMA #: none saved
Order ID:
Label type:
Buyer: david xxx
Request Date: September 23, 2013 1:52:23 PM PDT
Order Date: September 10, 2013 1:37:42 PM PDT
Authorize requestClose requestIssue refundContact buyer
Return Reason: Defective/Does not work properly
Return requested 85 days ago
Your RMA #: none saved
Order ID: 107-
Label type:
Buyer: DP
Request Date: October 8, 2013 2:51:40 PM PDT
Order Date: September 19, 2013 3:30:10 PM PDT
Authorize requestClose requestIssue refundContact buyer
Return Reason: Defective/Does not work properly

病人有钱有病,宁愿花100 ON, 快给我寄回来,也不愿意找sony
我都答应给他100 元refund, 还不肯,开个ebay case 完事。
里外差 200元啊,sony replacement only takes 5-7business day.