Suggestions and reminders for merchants to deal with after-sales dispute

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Aftersale FAQs

Suggestions and reminders for merchants to deal with after-sales disputes

• Do you usually encounter many thorny situations when dealing with store disputes?

  I have sorted out the problems in the after-sales processing of merchants and summarized a wave of dry goods. You can browse it in 5 minutes. I believe it will be very helpful for you to deal with after-sales service in the future.

  Scene 1: What I sent to the buyer was the goods A. When the buyer received the goods, he saw that it was B. The buyer raised a dispute. The logistics went through rookie's online logistics. Do I have to bear such a dispute?

  Analysis: In this case, it is generally because the logistics posted the wrong face sheet, that is to say, you send it to the rookie warehouse, and the warehouse pastes another face sheet on your package, but the pasted sheet does not match the bottom sheet.

  In this case, if the buyer starts a dispute, the seller should remember to guide the buyer to tear up the above sheet and compare it with the bottom order below, take photos to keep it, prove that the upper and lower bottom orders are inconsistent, which belongs to the situation of logistics pasting the wrong face sheet. Submit this evidence, and the dispute can easily be determined when judging the responsibility.

  Tear open the above sheet to reveal the evidence map of the bottom list.

  

  Scenario 2: The buyer received the goods and found that the goods were damaged. He submitted a dispute. The logistics is rookie's online logistics. How to determine whether the damage is caused by logistics or the merchant?

  Analysis: In this case, it is difficult to judge whether the damage caused by logistics, whether there is a problem with the quality of the goods themselves, or whether the merchant's delivery and packaging are not standard, so it is very important to provide evidence. The seller should guide the buyer to provide the picture of the outer packaging of the goods. Through the picture of the outer packaging, it can help determine whether it is caused by logistics. damage of

  Scenario 3: The buyer initiated a dispute over return and refund, and the buyer initiated a return. What if the seller has not received the return for a long time?

  Analysis: After the buyer initiates the return, the system displays the countdown to the merchant's confirmation of receipt in the details of the dispute of the order. During the countdown period, the merchant does not receive the return and can upgrade the arbitration. When upgrading arbitration, the reason for the dispute is gray by default, and the choice is not supported. The merchant only needs to fill in the reason for the rising arbitration.

  After the rising arbitration, the seller received the goods again, and the merchant could choose to cancel the arbitration. If the cancellation of the arbitration encounters an error, there is no need to worry. It does not affect the merchant's non-voking of the arbitration, because the second child of the arbitration judgment will verify whether the return logistics is properly invested, and if the investor is properly invested, it will normally refund the buyer.

  

  Scenario 4: What should merchants do when encountering disputes?

  Analysis: This problem is very general. Each order has its own characteristics, and the specific problem needs to be analyzed in detail. However, there are some common methods. If there is a dispute, you must negotiate with the buyer as soon as possible. The platform will also give the buyer and seller a five-day negotiation period. Only those who can't negotiate will enter the arbitration process.

  What can be done during the negotiation period?

  1. Verify the problems encountered by the buyer, and let the buyer provide pictures as much as possible, such as outer packaging pictures, physical pictures, etc., so as to restore the problems encountered by the buyer clearly.

  2. Provide buyers with solutions, refunds or returns; if some small problems do not affect the use of the goods, you can also try to send store coupons to buyers, which can retain buyers and increase store sales.

  3. Merchants have always paid great attention to their own dispute filing rate. As long as the buyer initiates a dispute, it will be recorded in the dispute rate, which has nothing to do with the dispute judgment process and result. Therefore, if the merchant can solve the buyer's problem and let the buyer cancel the dispute during the negotiation period, the dispute rate will not be counted, which is also a reflection of the merchant's after-sales resolution ability.

  Scenario 5: Why do Italian overseas buyer disputes award returns and refunds prompt merchants to fill in the logistics order number?

  If you apply for the account number of an Italian overseas seller, when the dispute is judged to return for refund, you need your merchant to provide the logistics order number of the return, and the buyer will send the returned goods according to the logistics order number you provided.

  

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