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Customer wanna refund late-delivery expensive computer hardware (FBM) -…
Customer wanna refund late-delivery expensive computer hardware (FBM)
If Amazon's regulation force us to accept refund
Damage control
short-term
1.Clarify responsibility
gap analysis
delay attribution
2.calculate cost
shipping fees
admin fees
product cost
marketing lost
3.pursuing of recovery
contract check
check if the product can be resell by vendor or not
long-term
process optimization
Trace the source of delay
order receive
order process
order confirm
vendor's reply
1 more item...
vendor selection mechanism
Record vendor performance and update vendor list
build Vendor back up list
Review vendor contract
setting KPI
If refund is negotiable
Customer Relationship management
Customer Life time value Retain
Customer complain process
collect and record basic truth
Tracing and report the delay reason
Provide alternative solution
follow up the customer review
making record and statistic
Check Amazon's policy to calculate potential risk
Marketing cost
Rating
Ranking