Tell you what materials are needed for AliExpress's appeal.
If AliExpress seller violates the regulations, the platform will impose corresponding penalty for deducting points; but if it is misjudged by the platform or the circumstances are minor, then you can protect your rights and interests through appeal. If you want to appeal easier to pass, then the seller has to prepare the corresponding AliExpress complaint materials according to his violation.
1. Complaint materials for theft
AliExpress's complaint about theft of pictures is that the seller should prepare the original picture of the product.
The specific requirements are: 1 original picture, 3 product tidbits or sets of pictures, all of which need unedited and watermarked pictures, as well as pirated product links consistent with stolen pictures and pictures.
Therefore, it is recommended that if you are the picture provided by the supplier, then ask if there is the original picture first, so as not to be unable to appeal successfully.
2. SKU cheating complaint materials
If different products are placed in the same link, it will lead to SKU cheating and violating regulations.
If you are misjudged by the platform, you should prepare the following complaint materials:
Picture vouchers or information notes to prove that the SKU information is complete, true, consistent with the products you sell, and do not contain any fraudulent or misleading information, and then you can appeal to the platform.
3. Store-related complaint materials
If the products of two stores are exactly the same or highly similar, AliExpress will think that the two stores are related, and then it will impose a store association penalty.
And you do have only one AliExpress account, and the other one is not operated by yourself. If you are misjudged by the platform, then the seller can prepare his own store opening information, product purchase invoices and other supporting materials, show that he has only one store, and then submit an appeal for review through the link in the illegal email. Generally It is also relatively easy to pass.
4. Account closure complaint materials
If the seller violates the regulations seriously, it will lead to the closure of the account. Of course, you can also try to save your account through appeal.
According to the reasons for the violation, you need to prepare certification materials such as brand authorization certificate, sales license, product inspection certificate, etc., and then write an appeal email and send it to the platform's mailbox for complaint.
Of course, there are other illegal complaints. You can prepare the corresponding complaint materials according to the reasons.
Don't worry too much when you receive AliExpress's illegal email. Check whether you really have illegal operations first, and then prepare materials to appeal. As long as you submit the complaint materials as required by the platform, it is basically relatively easy to pass, then the previous penalty for violations will also be revoked, which will not have an impact
AliExpress agent operation shares the customer service operation of Double Eleven to promote must-kill skills to improve and transform!
This sharing mainly focuses on five course focuses: customer service job responsibilities and roles, buyer conversation operation (scene marketing), customer care one customer service speech, Double Eleven promotion of customer marketing reach, and the establishment of customer service work feedback mechanism. How to set up a customer service sub-account diversion? What is the feedback mechanism for setting up customer service work?
I. Job Responsibilities and Roles of Customer Service
1. Job responsibilities and functions of customer service
Shaping the image of the store: customer service is the first window of the image of the store.
Improve the transaction rate: Customer service online can reply to customers' questions at any time, so that customers can know the content they need in time to facilitate transactions.
Improve the customer return rate: The customer will prefer to choose the seller he knows and understand, thus improving the customer's repurchase rate.
Better service to customers: It can provide customers with more shopping advice, better answer customers' questions, and give faster feedback on buyers' after-sales problems, so as to provide better service.
OCR: 1 Job Responsibilities and Roles of Customer Service
1 Customer service pre-sales
1.1 Reply and contact the buyer in time to be responsible for product introduction, sales and recommendation.
1.2 Responsible for receiving customers and answering customer questions,
1.3 Urge payment for the final payment order, and be responsible for the follow-up completion of large orders.
2.1 Handle buyers' after-sales problems in a timely manner (in-store messages and after-sales mailboxes)
Logistics disputes
2.2.15-day consultation completed
2 Customer service after-sales service
2.2 Responsible for the handling of store disputes
2.3 Responsible for responding to background evaluations and making registration analysis, and for improving and maintaining high DSR scores
3.1 Regular maintenance of regular customers, such as setting up coupons to send, notifying customers of activities, etc.
3 Customer service regular customer maintenance
4 Customer Service Logistics Tracking
II. Buyer Session Operation (Scene Marketing)
1. Buyer session operation - how to improve pre-sales consultation users? WHY??
The traffic jump of the store/details page is high, the probability of users entering the loss after no behavior of the store is high, and the traffic is wasted;
The user value of establishing communication is high. The purchase conversion rate of users through buyer session consultation/communication is nearly 3 times that of uncommunicated users, and the unit price of customers is nearly 2 times.
HOW??
Guide users to consult by hanging banners on the details page or the main picture;
User rights incentive guidance, such as coupons or small gift methods;
2. Buyer Session Operation - How to Improve Reception Efficiency
3. Buyer session operation - how to improve reception efficiency?
Set up sub-accounts: customer service messages are diverted before/after-sales
The first phase of customer service sub-account diversion management supports pre-sales/after-sales diversion.
After-sales definition: the buyer initiates a buyer's session system from order list, order details, dispute scenarios to determine it as after-sales service;
Pre-sales definition: the system determines it as pre-sales except after-sales service;
4. Buyer Session Operation - Introduction to Sub-Account Permissions
The main account can see the products, orders and in-station letters of all sub-accounts; the sub-account has its own independent account ID and password, which can be used to log in to AliExpress to manage and publish its own products and orders separately, and send and receive customers in-station letters for the corresponding products. However, the sub-account cannot carry out collection, withdrawal, store management and other operations; the sub-account cannot sign up for marketing activities.
5. Buyer Session Operation-Section Markup Function
Yellow mark: a new order number needs to be sent to the guest to reissue the order;
Blue mark: continuous follow-up of large orders/old customers (logistics & after-sales tracking, etc.);
Green tag: order refund, through customer service or paypal, etc.;
Red mark: the quality problems of the product need to be recorded and reported regularly;
Purple mark: refund the customer for logistics disputes, and urge the guest to pay later;
6. Buyer Session Operation-Session Markup Function
1) Benefits of automatic reply settings
It can assist the store reception during the unattended store or holiday time, which can effectively improve the store response rate and improve the natural transaction and conversion of the store in the unattended stage. At present, automatic reply merchants have been set up to far exceed the unset merchants' response rate, and at the same time, store satisfaction and transaction conversion rate There are all improvements. If it is not set, please set it up as soon as possible;
2) Automatic reply setting rules:
In the past 24 hours, if the buyer sends a message for the first time, he will receive an automatic reply set here; turn it on or off: if the automatic reply content is empty or there is content but the automatic reply is off without checking, the automatic reply
3) Notes:
After the automatic reply, the message remains unread.
7. Buyer Session Operation - Automatic Reply / Keyword Reply Settings
1) Automatic reply:
General automatic reply settings, click the open button on the right, and enter the automatic reply location store welcome function.
2) Keyword response
Check "Add Keyword Button" -> Click Add Button
3) TIPS:
Enter keywords or short sentences in the pop-up window, please try to be as short as possible and limited to 300 characters; the reply content settings can support three types: text, pictures and coupons, and single keyword replies only support one type;
After adding a number of keywords (at least 3, up to 9), you can see the overall automatic reply preview status in the upper right corner. Click the save button at the bottom to go online to automatically reply;
8. Buyer Session Operation - Automatic Reply / Keyword Reply Settings
1) Automatic reply template (the suggestion is store welcome):
Dear friend
Welcome to my store. Thank you give us chance to service foryou.
our work time is 9:00am - 18:00pm (Beijing Time). When we got your message that we will reply to you AS AP.
Product is on sale, you can get coupons and place order normally. We will ship to you ASAP. And due to the influence of the COVID-19 that flight has been reduced so that the international logistics delays. we really hope you canunderstand that~
But please don't worry, if you have the questions about the order, please contact us at first . We will help you to solve it. We are always with you!
Maybe these follow messages can help you, please kindly checkit at first ~
Regards
2) Keyword response template (recommendations are coupons, shipping, recent epidemic, cancellation of orders, things
Streaming, after-sales refunds, high-frequency pre-sales problems of products):
Keyword 1: Coupon/Discount
Key words 2: About the COVID-19
Keywords 3: When will the parcel be shipped?
Keyword 4: Order Cancel
Key words 5: About the Refund
Keyword 6: Why the tracking information did not update anymore?
Keyword 7: Product not received
Keywords 8: Pre-sales problems of high-frequency products
Keywords 9: Product introduction during the promotion/event
9. Buyer's Conversation Operation-Double 11 Promote Customer Marketing Reach
1) What can I do during the buyer's conversation promotion?
2) Buyer's Conversation Double 11 Big Promotion Batch Touch Function Strategy
Core points: reach the right person at the right time and use the right strategy every day.
III. Customer Care - Customer Service Talk
1. Customer Care-Select Preparation
Pre-sales: product consultation, logistics channels, timeliness, tariffs, low declaration, prices, gifts
In-sale: product out of stock and oversold, failure to deliver goods in time, logistics information inquiry, logistics customs clearance problem, commitment time limit problem, proper investment failure problem
After-sales service: usage problems, product problems, non-compliance with customer expectations, sequelae of tariff payment, short-loaded goods, misdelive
2. Customer's Talk - Urging Shipping
Reminder ___ Response during the promotion period
Hi, dear friend
Thank you for your order and message.
We understand you want to receive the goods as soon as possible.
We also sincerely hope that you can receive our products assoon as possible.
But during the 11.11 global shopping festival period, wereceived tens of thousands of orders, so the shipment volume
was huge...
In order to shipping the goods as soon as possible, our factories and warehouses have been working o vertime.
Hope you can understand us and wait patiently.
Thank you for your understanding in advance.
Have a nice day~
Regards
3. Customer Talk-Logistics Issues
The package arrives at the local post office and please pick it up by yourself.
Hi, dear friend Thank you for your message.
The tracking information shows the parcel is in your local post office on XXX. it's been a long time now.
could you please go to your local post office to check it?
This is your tracking number: XXXXXXXXXXXXXX
your tracking website is:
ALL-IN-ONE PACKAGE TRACKING | 17TRACK
Global logistics tracking (the query URL of worry-free logistics)
Hope you will get your parcel as soon as possible.
waiting for your good news!!!
Have a nice day.
regards
4. Customer's speech - order sub-package
Subcontracting of products due to weight and logistics restrictions
Hi, dear
Thank you or your order.
Due to size/weight limitations, we have two packages to send your goods.
We have add two tracking numbers for you.
This the pictures about your parcel.
One tracking number is XXXXXXXXXXXXXX
And another tracking number is XXXXXXXXXXX
We are really sorry about that we didn't leave the message for you when we dispatched your goods. And if you have any problems you can contact us firstly. We will do our best to service for you.
Have a nice day.
Regards
5. Customer Talk-Triff Issues
Explanation of tariff issues
Dear friend
Thank you for your message. I am sorry that you paid so many customs duties.
I checked your order. In October, you bought XXXX in our shop.
I also saw your notes so that we sent multiple packages for you.
And the value we declare is less than $10. But we hope you can know that no matter how many parcels you have, regardless of the declared value of the parcel, it will be inspected by the customs.
This is unavoidable, and this is one of the tasks that customs must do in each country. I hope you can understand too.
So whether it is sent by multiple parcels or filled in with low declared value that can not guarante e 100% avoiding being charged.
We are also sorry about the issue of the tariff you are charged.
We have already paid the customs clearance, the local import tariffs are paid by the buyers themselv es, and I hope you can understand us.
Some buyers have encountered this problem and are paying their own tariffs.
In addition, in order to express our apologies, we can give you a small discount when you next purch ase.
Regards
6. Customer Talk - Product Damage
Product damage ___ Ask the guest for photo confirmation (the type of photo can be directly confirmed)
Hi, dear friend
Thank you for your message, We are sorry for this problem..
We promise you that we have double check the product when we shipped your parcel.. We guess maybe it damaged in transit..
And don't worry about that... We will help you to solve it.
will you mind sending us some photos of it? we need your help and to confirm something with my logistics company.
Thank you for your understanding and help in advance.
waiting for your reply,
regards
7. Customer's Talk - After-sales Refund
Order refund explains the refund time to the guest.
Hi, dear friend
Thank you give us chance to service for you.
Usually, The refund takes 3-20 business days, varying with different banks. After the refund is successfully processed by AliExpress that you will receive the refund.
And if, after carefully checking the bank statement or bill, you still have not received the refund after 20 business days, please do not hesitate to contact our customer service team.
English buyers:
ge=en
Russian buyers:
ge=ru
Spanish buyers:
ge=es
Thank you for your understanding and help in advance.
waiting for your reply,
regards
IV. Establish a feedback mechanism for customer service work
1. Background data query
Customer service performance: help merchants data and visualize reception, improve the efficiency of merchant customer service reception, improve customer experience, and improve the conversion rate of inquiry.
Batch contact tool: add batch contact entrances to the buyer's session to help merchants operate more conveniently, improve customer operation efficiency, and promote regular customer return visits and repurchase.
Cainiao Logistics Assistant: Realize the integration of logistics data and buyer reception, help merchants solve user problems with one click in customer reception, improve user experience, and reduce merchant disputes and complaints
2. Customer service performance
Customer service performance indicators
There are a total of 7 indicators for the number of people received, the number of replies, the number of messages received, the number of replies, the number of replies, the number of 24H replies, the 24H response rate, the consultation conversion rate, and the guided order GMV.
The indicators are defined as follows
Number of receptionists: the number of users who have initiated consultations within the selected date (removing it every day)
Number of replies: Of the number of inquiries initiated within the selected date, the number of replies from the merchant in the next 2 days (dedued)
messages received: Number of messages consulted by users within the selected date range
Number of replies: The number of messages consulted by users within the selected date range, the merchant has the number of messages replied to in the next 2 days.
24H Responses: Starting from the time of user consultation every day, the merchant will reply to the amount of information within 24H in the future (sent by the buyer)
24H Response Rate: 24H Responses/Consultations
Consultation conversion rate: guide the number of users placing orders/initiating consultations and the merchant has replied within 48H
Guide to place an order GMV: Starting from the earliest consultation time of the user, the merchant will reply and pay the GMV amount (US dollars) in the store within the next 48H.
The current data output time cycle is T+3. If it is currently August 7, the data will be displayed up to August 4.
3. The first institutional level of customer service feedback mechanism
System level: feedback system, daily inspection mechanism, store owner's push system, speech optimization system
4. Customer service feedback mechanism - sales level
Sales level: give compensation or shift the focus after rejection, quickly judge the other party's language environment, give the other party multiple choice questions instead of Q&A questions, always exceed the customer's expectations, and avoid automatic reply as much as possible
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