AliExpress return and exchange customer service reply template
On AliExpress platform, sellers' daily customer service services are very diversified. In addition to pre-sales services, including customer service such as product introduction and size recommendation, sellers also need to provide return and exchange services for buyers. So for AliExpress sellers, do you know how to set up the return and exchange template?
If the seller wants to provide return service for the buyer for any reason, the seller's store service level should be greater than 3, the praise rate should be greater than 95%, and the monthly turnover should be greater than 5,000 to meet AliExpress's return service standard. Otherwise, the buyer will not be able to provide a return.
Next, we will mainly introduce two customer response templates.
1. Poor quality returns
Prerequisite of complaint: Due to various reasons, the quality of the buyer's product is seriously poor (with pictures), so the buyer's return is controversial.
Dear friend:
We apologize for the quality problem and will pay more attention to product quality inspection in the future.
We will accept your request. Please return the goods to the following address:
XXX
However, some friends will accept the second plan, that is, we will give you a new plan with a 90% discount, and you can cancel the dispute without paying a high freight. I hope you can think about it. Thank you!
Best regards
XXX
I'm sorry for the quality problem. We accept your return request and recommend a new solution: sell your peer products at a 10% discount, so that you don't have to pay high return freight. I want to think about it.
2. Unconditional return and exchange
Complaint premise: Buyers don't like products, so disputes return them
Dear friend:
Sorry, the goods can't meet your requirements. You can send the goods back for refund or replacement. Please send them back to the following address:
XXX
Please ensure that all returns, including all original products, packaging and accessories, are resold.
Please note that the postage for return and forwarding will be borne by you. Once we receive the goods, we will arrange a return and exchange for you!
Thank you!
Best regards
XXX
Sorry, this product is not suitable for you. You can enjoy a return, please send it back to XX. Of course, please make sure that the items, accessories and packaging are intact. At the same time, you shall bear the return and exchange freight and freight. Thank you.
You can adjust according to the above service template. It should be noted that most of the customers who go to AliExpress shopping are overseas customers, so we need to translate these service templates into English. Prepare these templates in advance. When encountering problems related to buyers, you can reply immediately to improve the response rate, so as to improve the buyer's shopping experience and bring more repurchase.
How to deal with disputes that AliExpress sellers must know when opening a store
I. How to write the cause of AliExpress's dispute?
AliExpress disputes, as the name implies, refer to disputes arising from failure to deliver goods on time during the carrier period. In case of such disputes, don't be busy directly rejecting disputes. Delaying a little time may help everyone. Maybe the goods will arrive when you communicate with the buyer.
In this case, take the initiative to contact the buyer. Ask the buyer, understand some specific situations, and communicate and explain with the buyer. Here I would like to remind everyone that it is very important to communicate with customers for a period of time after the goods are shipped. You can determine which way of communication can find your own customers, and it is easier to find customers if you encounter various problems in the future. Afterwards, we can only communicate while waiting for the customer to take the initiative to withdraw the dispute. If the customer has not responded or refused to withdraw after 5 days of communication, then the customer's dispute can only be rejected.
II. The principle of handling AliExpress disputes.
1. Check it every day and reply in time. AliExpress platform stipulates that the dispute response time is 5 days. If there is no reply after more than 5 days, the response timeout will be returned directly by the platform.
2. Everything is based on the premise of store safety and treated rationally. The internal disputed logistics factors directly determine your DSR, and product quality disputes directly determine the prosecution rate of the wrong goods. If your category score is close to exceeding the standard, close to close it.
3. Customer service personnel are obligated to minimize the losses of disputes. If the customer service loses losses due to the dispute every month, the right to minimize it. For example, the logistics promises to refund first, but after receiving it, the customer can leave a message to the customer for partial return.
III. Tips sharing.
First, increase the preparation time of the goods. First, select one-click to modify the delivery date in the commodity category, and modify the delivery period to 40 days in the pop-up window;
Second, after shipment, get the waybill number from the freight forwarder. When filling in the delivery notice, select part of the shipment. Of course, after filling in, you should inform the customer of the reason to avoid unnecessary anxiety;
Third, when the delivery deadline is approaching, click the end of the delivery to confirm, and the system will start the countdown to the customer's 120-day delivery period.
Finally, sellers can also use AliExpress Forum to respond to the situation. At present, posts will be reviewed by administrators on the forum, and the review process is also the process of transmitting information to the platform.
The above is the relevant information about disputes shared with AliExpress sellers. I hope it will be helpful to sellers. Even cross-border payments always pay attention to every little thing for sellers, and articles on relevant aspects will be brought to help sellers operate better in future articles
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