In the cross-border e-commerce industry, due to the complexity of logistics and transportation, customs clearance, return of goods and other links, it is difficult for cross-border sellers to deal with after-sales problems in a timely and effective manner, while overseas warehouses can provide more localized and convenient after-sales maintenance services.
Overseas warehouses can provide cross-border e-commerce with full-process after-sales maintenance services, including the receipt, inspection and processing of product returns, to follow-up processes such as repair, replacement or refund. This kind of localized after-sales service will bring faster and more effective solutions to cross-border e-commerce.
OneBlack Fridayof popular categories
Adobe Analytics, an American e-commerce research agency, released data on November 27 that the 10 best-selling products on this year's Black Friday include Bluetooth headsets, mini brands toys, cordless vacuum cleaners and robot vacuum cleaners, kitchenware, skin care products and coffee machines.
Among them, U.S. shoppers' demand for electronics, smartwatches, TVs and audio devices drove a 7% increase in sales on the day compared to the same period last year5%。
While electronic products and home appliances are favored by consumers, there are also situations with high probability of return and exchange, and high after-sales requirements.
2. The seller's overseas after-sales maintenance service needs
The advent of the year-end sales peak has not only brought a significant increase in product sales, but also challenged the seller's ability to provide after-sales service. The sale of goods is only the starting point of service, while after-sales service directly affects customer satisfaction and loyalty to the brand.
On major shopping platforms such as Amazon, eBay, Wayfair, etc., buyers are supported to return goods without any reason. According to relevant statistics, the average return rate of online shopping products is about 5%, and the return rate of online shopping goods during the holiday period can even reach double digits.
Digital and intelligent electronic products with high value have always been the hardest hit areas for cross-border e-commerce export returns. Once there is a quality problem with these goods, return inspection and repair are particularly important. When there is a problem with a product, sellers can usually choose one of two ways:
Return the goods back to the domestic factory
The seller can choose to return the defective item back to the domestic factory for repair or replacement. This can ensure that the goods are repaired under the guidance of professional maintenance personnel, and the quality is guaranteed. However, this approach may incur additional shipping costs and time costs, as well as some customs and logistics challenges.
After-sales maintenance of overseas warehouses
Sellers can also choose to send the defective goods to overseas warehouses for after-sales repair. Overseas warehouses are usually equipped with professional maintenance personnel and equipment, which can repair products in time and reduce transportation time and cost.
According to the statistics related to the operation of overseas warehouses, the proportion of secondary saleable products created by overseas after-sales comprehensive can reach more than 70%, of which more than half can be sold as new products, and a small part can be sold as unboxed products.
Localized after-sales service in overseas warehouses has significant benefits in terms of cost control, operational efficiency, customer experience and brand value-added. This service model can be closer to the local market, quickly respond to the needs of consumers, improve the personalization and efficiency of services, and enhance the market competitiveness of the brand.
3. After-sales maintenance business management of overseas warehouses
The overseas warehouse system provides a full range of help and support in terms of product after-sales maintenance services, providing maintenance management, material management, good and defective product management functions, and coordinating the refined management of warehousing records, storage cycles, rental bills, label changes and orders.
1.Repair management: When there is a problem with the product, the cross-border seller can submit a repair application through the platform. The system can record information such as maintenance applications, maintenance progress, and maintenance costs, so that enterprises can clearly grasp the status and processing of each maintenance order.
2.Material management: In the process of product maintenance, various materials and spare parts need to be used. The system supports the warehousing, outbound, inventory and inventory early warning of materials to ensure the timely and accurate management of materials. In the process of material management, the system will prompt inventory warning and automatically make a purchase application to ensure that the materials are replenished to the maintenance warehouse, and at the same time record the material deduction for subsequent statistics and management.
3.Management of good and defective products: The overseas warehouse system supports the classification, labeling, storage and handling of good and bad products. Good products can be returned directly to the warehouse, while defective products need to be repaired or returned. Through the management function of good and defective products, products can be managed more refined, and after-sales service efficiency and customer satisfaction can be improved.
The efficient maintenance service system of overseas warehouses provides reliable support for cross-border e-commerce enterprises, which can help enterprises quickly and effectively deal with product maintenance problems. Through systematic and standardized process management, overseas warehouses can shorten after-sales service time, improve after-sales service efficiency, save time and cost for enterprises, and improve customer satisfaction and brand reputation.