AliExpress after-sales service experience sharing
AliExpress after-sales service is the last step of the whole service, and it is also a crucial step, so how to do a good job of AliExpress after-sales service? This is the most concerned issue of AliExpress sellers, so I don’t want to bring AliExpress Share experience through after-sales service! For AliExpress sellers, it is very important to do AliExpress after-sales service, so let's take a look at how experienced AliExpress sellers do AliExpress after-sales service: 1. Actively communicate with customers as soon as possible A very important point in AliExpress's after-sales service is that you must respond to customer questions in a timely manner, and treat every question raised by customers seriously and honestly, and do not reply hastily or promise customers anything under uncertain circumstances. After the customer places an order, communicate with the customer in time, confirm the order information, and pay attention to the entire shipping process, so that the customer can feel that even if he has paid, you are still by his side, waiting to solve the problem for him at any time. If there is a real problem with transportation or products, we will take the initiative to find a solution for the customer as soon as possible, and don’t have any luck. Keeping close communication will greatly reduce our number of disputed orders. 2. Keep your TM online every day A very important point in AliExpress's after-sales service is to ensure that your TM is online every day (basically, except for being unable to access the Internet due to various circumstances, my TM is online for more than 20 hours every day, and people are not there when eating and sleeping, but The setting is to automatically reply, leaving your own contact information, so as not to let potential customers slip away in vain); because when no one else is there, you are there, and you reply to the customer's question, the probability of your order will soar. . 3. Answer customer questions and be patient A very important point in AliExpress's after-sales service is: the questions asked by AliExpress customers must be patient, so that customers can feel your sincerity, let go of your guard, don't think that customers are verbose and ask naive questions; don't ask questions because of customers Don’t pay attention to buying less, because the business is gradually cultivated (except for end customers), and you can cultivate from small buyers to big buyers yourself, so that your profits will not be very thin, and this kind of customer is relatively relatively Stable, because we are familiar with each other, as long as your products do not have quality problems, everyone can make money, and customers generally do not easily change suppliers; (According to my analysis and understanding, general customers will set their own profit ratio range , as long as it is within the interval, it is relatively safe) 4. After AliExpress customers place an order, if there is an order message and remarks, they must give a reply as soon as possible A very important point in the after-sales service of AliExpress is: if there is no message, it is best to give the customer an order confirmation (setting a few templates is OK), thank you for the order, and inform that it will be shipped as soon as possible, I hope to stay Contact information I hope it will be more convenient to contact in the future, etc. Generally, customers are not very willing to leave their mailboxes, because they are afraid of being harassed, so it is best to state their position. The mailbox is for the convenience of contact and will not harass him often. Please rest assured that this Tried and tested. After the goods are sent and the waybill is filled out, it is best to inform the customer that the goods have been sent (the template is OK). The professional team does this. If you have time, it is best to track the waybill every few days, and inform the customer, so that they think that you are not done with the money and the delivery. Lots of fish. 5. After finding that the goods have been delivered properly, if the AliExpress customer has not confirmed the receipt of the goods and has not given an evaluation, it is best to leave a message for the customer's order A very important point in AliExpress's after-sales service is: after finding that the goods have been delivered properly, if the customer has not confirmed the receipt of the goods and has not given an evaluation, it is best to leave a message for the customer's order and ask whether the goods have been received (in fact, you already know that he received the goods. Arrival), how do you feel about the product, I personally suggest that it is best not to let customers give you a good review at this time, because you don’t know the attitude of the customer, and being too impatient will sometimes have the opposite effect; If the customer replies that he is satisfied, then he can express his gratitude with confidence and boldness, and then hope that he can confirm the order. If he can give a review, he will be even more grateful; if your profit is possible, you may as well inform the customer that next time Give a certain discount to attract repeat customers; if the customer does not reply, then you wait for the system to automatically confirm the receipt of the goods, and then give a good review, after N days, This content is submitted by the author and is for reference only. (www.kaitao.cn) shall not be responsible for any direct, indirect, incidental or consequential loss arising from the inclusion of any services, materials or products. T will give you a default 4-star praise, why not do it.The above is the relevant content of AliExpress after-sales service experience sharing ! I hope it will be helpful to everyone! For more exciting content, please pay attention~ |
AliExpress after-sales service template
If you want to do AliExpress after-sales service , you must look at the AliExpress after-sales service template ! The AliExpress after-sales service template can help AliExpress sellers do AliExpress after-sales service and improve AliExpress customer satisfaction. increase sales. So I compiled some AliExpress after-sales service templates. The AliExpress after-sales service template shared by Xiaobian today is mainly to communicate with AliExpress buyers in a timely manner around the logistics process. In the logistics process, AliExpress buyers are the most eager to understand the progress of product shipments. Timely and good communication can improve the purchase price. For the transaction experience at home, we provide you with an email template for three key transaction points to keep in touch with buyers. AliExpress after-sales service template 1: After the product is shipped, inform the buyer of the relevant shipping information: Hello Sir/Madam It's a pleasure to tell that the postman just picked up your item from our warehouse. It's by EMS, 5-7 working days to arrive. Tracking number is: ********* Tracking web is: ******** You can view its updated shipment on the web, which will be shown in 1-2 business days. Also our after sales service will keep tracking it and send message to you when there is any delay in shipping. We warmly welcome your feedback. hello sir/madam I'm very happy to inform you that the postman has just picked up your purchase. Your product will arrive to you after 7 working days by EMS. The logistics order number is: ************, logistics inquiry address: ***** It takes 1-2 working days for the logistics information to be updated on the website. We will check the logistics information in real time. If there is a delay due to the logistics, we will inform you in time. Looking forward to your feedback! The role of this AliExpress after-sales service template: inform AliExpress buyers that the product has been shipped, and give buyers a preliminary transaction waiting time interval. If you use a small package or encounter a logistics blockage accident, you can also inform the buyer in this email to prepare for the delayed arrival of the product. AliExpress after-sales service template 2: After the goods arrive at the customs, remind the progress of the freight: Hello Sir/Madam This is **. I am sending this message to update the status of your order. The information shows it was handed to customs on Jan. 19. Tracking number: ************. You can check it from web: ****************. You may get it in the near future. Apologize that the shipping is a little slower than usual. Hope it is not a big trouble for you. Best Wishes. hello sir/madam I'm**. I am telling you the latest progress of the order. The latest information shows that your product has arrived at the customs of your country on June 19. The logistics order number is: ***********, you can check the logistics information at *******. You will receive your product immediately, the delivery time is a bit delayed, please understand, I hope this does not affect your use of the product. Good luck! The role of this AliExpress after-sales service template: to inform AliExpress customers of the delivery progress of the goods when the product enters customs. Apologize to buyers in case of congestion of goods. If the product needs customs declaration, you can notify the buyer here to prepare in advance. AliExpress after-sales service template 3: When the goods arrive at the post office, remind buyers to give praise: Hello Sir/Madam This is **. I am sending this message to update the status of your order. The information shows it is still transferred by Sydney post office. Tracking number: ************. Please check the web ******. You will get it soon, Please note that package delivery. Hope you love the product when get my products. If so please give me a positive feedback. The feedback is important to me. Thank you very much. Best Wishes! The role of this AliExpress after-sales service template: remind customers not to miss the delivery information during the delivery process, and keep the mobile phone turned on. At the same time, you can remind customers to leave a review for you. This can effectively reduce the possibility of bad reviews and increase buyers' evaluation of your AliExpress after-sales service. AliExpress after-sales service template 4: Thanks for the evaluation, to pave the way for the second transaction in the future: Hello Sir/Madam Thank you for your positive comment. Your encouragement will keep us moving forward. We sincerely hope to see you again in the future. I will give you the best discount, when you buy again. And my store has some good price products, welcome to my store: http://www.aliexpress.com/store/*****Best Wishes. hello sir/madam Thank you for your praise. Your encouragement will make us do better. I sincerely hope you can visit my store again. When you buy next time, I will definitely give you the best discount. My store has some nice products, welcome to http://www.aliexpress.com/store/***. Good luck! The role of this AliExpress after-sales service template: While expressing gratitude to buyers for their praise, you can express the intention of a service in the email here. You can also recommend your corresponding hot-selling products according to the buyer's purchase intention. The above is the relevant content of AliExpress after-sales service template ! For more exciting content, please pay attention~ |
How to deal with the dispute that AliExpress has not received the order
Recently, the editor learned that some sellers have some questions about the dispute over AliExpress not receiving the goods order. I have sorted out the skills on how to deal with disputes about orders that have not been received by AliExpress, so that you can understand and refer to: 1. AliExpress dispute settlement during package transportation After the seller ships the goods, the buyer still cannot receive the package after waiting for a long time. In the case where the buyer and the seller cannot reach an agreement on this issue, the buyer files a dispute on the grounds that the goods have not been received. If the order logistics information is incomplete or the delivery information cannot be found within the promised delivery time, the AliExpress platform will determine that The dispute is the seller's responsibility. In response to such disputes, the seller needs to respond within the response period given by the platform, and provide a certificate that the logistics has been properly delivered or that the buyer has actually received the goods. If it cannot be provided within the time limit, the AliExpress platform will directly refund the amount applied by the buyer and close the dispute case. In this case, what you can do as a seller: 1. Actively communicate with the buyer, and negotiate with the buyer whether they can continue to wait. If the buyer is willing to wait, they can feedback the specific time and certificate they are willing to wait in the dispute. 2. Confirm the logistics progress with the logistics company and obtain the latest logistics information in time. 3. For some special countries, such as Australia, use mail (refer to http://bbs.seller.aliexpress.com/bbs/read.php?tid=176753) to inquire, and submit the inquiry results to the dispute in time. 2. AliExpress dispute settlement for packages to be picked up If the buyer files a dispute and indicates that the goods have not been received, the platform will generally contact the buyer to pick up the goods if the platform verifies that the logistics is in the status of "arrival to be picked up". Responsibility. What kind of logistics status is "arrival to be picked up"? Is the Chinese word "arrived to be picked up" displayed on the 17track website a platform-approved arrival to be picked up? The concept of platform arrival to be picked up: the package has arrived at the post office where the buyer is located and the post office has notified the buyer in writing to pick it up. The Chinese word "arrival to be picked up" found by the seller using the 17track website] is not a concept recognized by the platform. An example of the display of the goods arriving to be picked up: 1. notice left - common in: the United States, Canada, Israel... 2. arrived at the place of delivery - common in: Russia ... Other cases include arriving at the local post office but not notified to the buyer, not arriving at the post office where the buyer is located but at the import exchange office, etc. Disputes will still be followed up according to the package in transit, and it is recommended to communicate with the buyer to pick up the parcel. 3. The correct investment address is not completely consistent If the buyer files a dispute on the grounds that the goods have not been received, the platform will confirm with the buyer after verifying that the goods are delivered properly. If the buyer replies that there is no objection to the receipt of the goods or does not respond within the specified time, the platform will release the money to the seller. If the buyer still reports that the goods have not been received after the delivery time is displayed on the logistics website, and the logistics information is not accurately matched and delivered (the definition of accurate matching and delivery is that the time, city, zip code, recipient, etc. are required to be consistent), in order to confirm the information , According to the dispute resolution principle of the platform, the seller needs to provide the delivery note to confirm the delivery address, so please keep the delivery note (the delivery note for large and small packages can be photographed and retained when shipping, and the delivery note needs to be included) number barcode, address information, customs declaration information), so that the platform can verify whether the shipping address is correct. The above is the detailed content of how to deal with the dispute that AliExpress has not received the goods order ~ If you encounter a dispute, remember to deal with it calmly~ Related reading: What should we pay attention to in AliExpress dispute settlement? How to effectively handle AliExpress disputes? |
How to deal with the buyer's dispute on AliExpress? How to avoid disputes?
Disputes on AliExpress often bring many troubles to sellers. Package delays caused by logistics, customs detainment and other issues are an important factor causing disputes, and buyers’ dissatisfaction with the goods after receiving the goods is the source of disputes. And how to deal with disputes, avoid the worst results of disputes, and prevent customers from giving bad reviews.
Disputes are problems between buyers and sellers, and often bring some adverse damage to the seller's store. How to handle disputes, communicate and negotiate effectively with customers, this course will explain from the following parts:
The impact of disputes on sellers
The most important thing about the occurrence of disputes is the impact on the service level of the store, which will bring heavy losses to the seller and affect the income problem. Therefore, more attention should be paid to the handling of disputes.
The types of disputes
After understanding the impact of disputes, let's take a look at the types of disputes:
What are the most common disputes among the types of disputes: mainly disputes over customs detention, disputes over goods not conforming
3. How to handle disputes
After a dispute, how to deal with the dispute, here are 6 suggestions
1. Contact the customer for details
2. Actively communicate, put forward a reasonable plan, try to reach a consensus
3. Respond to disputes within five days (reject, agree, adjust the plan).
4. If the dispute has been escalated to the platform, evidence must be presented within a time limit.
6. Pay attention to the progress of the dispute, it is the responsibility of the seller, keep communication with the customer, and negotiate a reasonable solution.
Next, let's take a look at how to resolve specific disputes, which are divided into unreceived goods and received goods.
Among them, selling fake products will definitely be the full responsibility of the seller, so be careful.
After explaining the method of handling, give the seller some points to pay attention to to improve the ability to handle disputes.
4. How to avoid disputes
Instead of disputes, it is better to avoid disputes in advance. How to avoid disputes, sellers can take a look at the following introduction.
1. Do a good job in logistics planning
Logistics: Set the delivery time reasonably, you cannot change the logistics method without permission, and choose online delivery.
2. Delivery and after-sales service
Leave a message to the buyer after delivery, and reduce the buyer's expected value of logistics arrival time; follow up the logistics information in one month; check the logistics before expiration to extend the delivery time.
3. Specification description
Color, size, material, complete and accurate (attributes and detailed descriptions correspond accurately, add remarks); the unit of quantity is reasonable; the product pictures are selected appropriately
4. Strictly control the delivery
Strictly select quality; reasonable packaging to avoid damage; check and take photos to avoid defects
5. Keep promises
If there is a promise, the gift will be sent; if you promise to return without reason, you must do it; if you agree to replace it, check whether it is replaced in time.
How does AliExpress effectively prevent and avoid buyer disputes?
The word AliExpress dispute may be a word that AliExpress sellers are very upset about. During the operation of AliExpress stores, if the number of disputes is large, it will directly lead to the decline of store ranking and exposure, which is definitely a fatal blow to the store. Because disputes directly affect the store's service indicators, if the service score is low, the ranking will be dealt with later, the exposure will decrease, and the order will decrease, which will form a vicious circle. As an AliExpress platform, how can sellers effectively prevent and avoid buyer disputes?
But in the beginning, how can we effectively prevent AliExpress disputes from happening?
1: The relationship between the cause of the dispute and the category assessment
1: The cause of the dispute directly determines the assessment indicators
The logistics reason is directly linked to the product DSR; the quality reason is directly linked to the wrong version of the goods.
2: The rate of filing disputes over goods is too high, how to reduce the indicator?
A very simple idea: how to calculate the rate of filing disputes over the wrong version of the goods? According to this, there are two methods.
The official definition is as follows: during the assessment period (the number of orders that buyers have filed for a refund due to the wrong version of the product - the number of orders that buyers voluntarily canceled the refund) / within the assessment period (the buyer confirms the receipt of the goods + confirms the receipt of the goods overtime + buys the goods) Number of orders filed for refund (dispute)
① Molecular departure
The numerator is mainly about product quality reasons. Once the buyer files a dispute, it will be counted as the rate of not filing a dispute. If you negotiate a refund with the buyer, whether it is your offline (Paypal or WeChat, now many foreigners are also playing on WeChat) refund, or direct reissue, as long as the buyer cancels the dispute, the rate of filing a dispute over the issue of the product will not be resolved. will decline.
Note that at any stage of the dispute, the buyer can cancel the dispute. Unless the dispute case is over, the seller has enough time to negotiate and deal with it. If the store index is close to the red line, canceling the dispute is the fastest solution, and other solutions are really difficult.
② Denominator starts
The denominator is mainly about the order base of the category. If you have a small order base for a certain category and there are several disputes, it is very likely that this category will be closed directly (exceed the highest assessment index, quit the category). Last year, I had one. If the index of one category of the store is exceeded, it will withdraw directly and will not be able to operate within one year.
It is recommended that when you run a category, you can find some products that can be impulse. Otherwise, you have less orders for this category, and you can’t handle a few disputes. After all, you operate a certain category. Now, some of the AliExpress store category assessments are assessed to second-level categories, and some are third-level categories. Find one The two products that attract traffic will have a stabilizing effect on store service indicators.
Two: How to effectively prevent disputes from happening
AliExpress disputes are very troublesome and affect the seller's business mood, but doing one line of business love one line, after all, to sell things on a third-party platform, you must follow the platform's rules of the game, this is also very fair and just. How to effectively prevent disputes, in fact, there are still some routines to choose from.
Try to think about the whole process of a product from being put on the shelves to being received by foreign consumers, and grasping every important link. In this way, disputes can be effectively resolved. This is the way of thinking about the problem that I talked about. We must find a main line, and gradually optimize each link to the extreme.
What to do in the selection process?
1: The products authorized by the agent must find the original supplier to get the goods, and there must be a brand authorization letter;
2: Products are protected by patents, and those that are easily infringed will not be sold;
3: The quality is guaranteed, and the capacity related to the capacity must be true, and never publish false capacity;
What are the steps in the launch process?
1: The product information is filled in accurately and cannot be ambiguous. The safest method is to fill in the product attributes directly with reference to the product manual;
2: Don't deliberately exploit loopholes, typical SKUs are cheating. For example, the title is serious about the action camera, and the result is a camera accessory for the package, a low-cost drainage method;
3: The pictures are taken in real time, remember not to COPY the real pictures taken by your peers. Unless everyone is carrying official cool pictures like Xiaomi products, other products are strongly recommended to take real photos;
What are the aspects of communication?
1: Answer questions related to product parameters and functions, truthfully. Consumer electronic products have many functions, and the supported systems are also varied. There are often buyers who ask whether they support their devices. At this time, you must confirm again and again, otherwise you will have to wait until you receive the goods. Disputes.
2: Orders with special remarks need to be handled separately. For example, if some messages are changed from one to another, they must be handled separately, declared value, commercial invoice, logistics channel, etc.;
3: Wholesale orders or old customers, give small gifts. When the store achieves a certain level, in fact, most of the sales still need to rely on old customers. A wholesale order can top you for a day. For example, an old customer can send an extra product or a small gift.
What to do in the packaging process?
1: The product packaging must be safe and firm. Different product attributes have different packaging materials. Most of the clothing category are express plastic bags, and yellow bubble bags for small consumer electronics products are sufficient. The important point is that the package is tight and the tape is wrapped several times to make it stronger.
2: It is better to have a unified LOGO and after-sales information on the package. If a capable seller can put some effort into the packaging, for example, there is your email, whatsapp, skype, etc. on the after-sales contact information.
What are the logistics links?
1: According to the current situation, it is good to choose worry-free. The pain points of direct hair in China are slow in time, easy to lose packets, etc. AliExpress online worry-free can reduce a lot of customer service workload to some extent, although the price has risen sharply recently.
2: If there are suitable products, it is recommended to do overseas warehouses. As soon as I say this, many people will ask me: Do overseas warehouses, will orders fly? Not necessarily, you can read the article I wrote before.
What to do in the after-sales process?
1: Prioritize customer sentiment for problematic orders. Especially when it comes to disputes over product quality issues, most consumers will leave a message to contact them first. At this time, the customer service must first stabilize the customer, such as extending the delivery time or promising a refund, provided that it is verified that the problem is indeed with the seller's own product.
2: For all problem orders, it is best for customers to drop the video link. This is mainly aimed at consumer electronics products, allowing customers to drop Youtube video links, so as to better find problems, do not send videos directly, it will not kill you
What are the reasons for AliExpress store disputes? Inventory of the reasons for various disputes
In the operation of AliExpress, there will be various problems, the most troublesome of which is the dispute. Once there are too many disputes in the AliExpress store, it will affect the exposure of the product, cause the loss of customers, affect the normal operation, and the interests of the seller will also be affected. What are the reasons for AliExpress store disputes?
Inventory of the reasons for various disputes
1. Maternal and infant toy industry
There are also poor product quality and workmanship: too many threads; left and right shoulder widths or lengths of clothing are inconsistent; the printing of clothes is not clear; clothes are off-line.
Processing ideas and solutions:
Strictly follow the size of the buyer's order - the children's clothing size table is required - the color is multi-sku display - the main picture adds the actual photo of the product - the infringing product must not be touched
Processing ideas and solutions:
1. It will not work properly after receiving the goods
It is necessary to improve the quality of product packaging, as well as the way of packaging
2. It does not work properly after receiving the goods for trial play
Received goods due to mishandling - strengthen the instructions for product operation
Add the local language after-sales service card, insert instructions on the detail page, and special instructions for charging and installing batteries
Model does not match: make a clear remark in sku
Product ratio problem: It is recommended to add a size reference next to the product with a proportional value in the second speed of the product
Second, the wedding dress industry
Dispute summary:
Size problem: size template, an important sentence for dispute judgment
The size confirmation information is retained, and the customized tool is online
Factory size standardization
Poor workmanship and wrong goods: factory quality control, order inspection
Real pictures, color cards, do what you can, try not to take too many orders for personalized changes
Damaged Goods: Packing Reinforcement, Packing Bags & Protective Films
what needs to be done now
3. Accessories industry
The four main reasons are that the goods are damaged, the color does not match the description, the workmanship is poor, and there are scratches.
Fourth, the auto parts industry
1. Overview of auto parts disputes
Features of auto parts disputes:
The average amount is high; the products are complex and have many types; it is related to the buyer's model (there are differences at home and abroad)
Common complaint points: unable to work policy, goods do not match, quality problems, does not match the model
2. How to avoid and resolve disputes
(1) Avoid disputes
Improve the product description page: use multi-angle and real parameter introduction; the picture and text are consistent; indicate product use, installation and other issues.
Differences between domestic and foreign models:left and right rudder problems; differences in model versions in different countries; list the detailed models and pictures used by the product
Improve product quality and service capabilities:truthful description, high quality and low price; stable packaging; strengthen service capabilities and solve customer problems in a timely manner; conduct counter-inspections for the complained products (modify product descriptions based on platform comments or common complaints from buyers)
(2) Settlement of disputes
Focus on solving customers' practical problems:provide actionable and reasonable solutions; actively answer customer problems
Raise a reasonable counterclaim: challenge and list one’s evidence or issue; present valid counterclaim evidence (video link or picture)
Provide reasonable solutions: partial refund; refund return/exchange; re-shipment; new order discount
Retain evidence and reduce risks: large amount, multiple product orders retain the original delivery note; annealing tickets to shoot unpacking videos; screenshots of conversation records between the two parties.
If there are too many transaction disputes on AliExpress, what impact will it have on the store?
If the goods are not of the correct version, sold counterfeit, or falsely shipped, AliExpress sellers are likely to be complained by buyers; and if there are too many disputes, it will also have a corresponding impact on the store. What will be the specific impact, and how the seller should appeal, etc., the following will tell you what to do.
At present, the AliExpress platform does not assess the seller's dispute rate, and mainly judges the seller's performance based on the ruling rate. If a dispute results in a buyer filing too many rulings, penalties are imposed accordingly.
The impact of too many disputes on AliExpress on the store:
1. Influence ranking
Because the dispute rate is one of the important indicators of AliExpress's review of sellers, if the indicator is too high, it will think that your products, logistics services, etc. cannot satisfy buyers, so the product ranking will be relatively low; disputes in your store If it is less, the platform will also think that your performance is good, and you will get more recommendations, so everyone must choose logistics and buyer services.
2. Logistics impact
If the seller chooses overseas warehouse delivery or other logistics, resulting in disputes and the dispute rate is too high, it may restrict the seller from using overseas warehouse delivery and other operations, and the seller who chooses overseas warehouse delivery has a relatively large advantage. , this may reduce your competitiveness.
3. Full refund
Once a dispute is counted, the amount of the order will be fully refunded to the buyer, and if the product is in transit, or is damaged, the buyer does not need to return it, which will result in financial losses, such as It will lead to an increase in the cost of opening a store.
4. Close the account
For sellers with a particularly high dispute rate, serious violations, and bad influence, their accounts will be permanently closed, and the AliExpress platform will be cleared out, and they will no longer be able to register after that. Then your previous investment in the AliExpress store is equivalent to playing The water has drifted, and the loss is very large.
If there is a dispute, sellers don’t need to worry too much, because it is not as long as there is a dispute that it will affect the store, but mainly depends on the value of the dispute rate. If this value reaches the basic line of the platform, it will be determined according to the situation. The severity is punished accordingly. Therefore, everyone must know how to avoid disputes, communicate with buyers in a timely manner, and negotiate solutions.
In general, the impact of the AliExpress dispute rate on the store cannot be underestimated. Otherwise, it will take a long time for your store to recover, so you must handle every dispute seriously
Cross-border dry goods] What disputes does AliExpress have? How to effectively avoid store disputes
![[Cross-border dry goods] What disputes does AliExpress have? How to effectively avoid store disputes](https://lh3.googleusercontent.com/blogger_img_proxy/AEn0k_uww3pM1HdTLLwRZq-QzWpAd-UHuIuTX0gLeYCs1-VwDL4p3j7CFq-qDsoK0IYowdAsc6aYJc-dn1rboRdBAVrMMdQ1BOkOOXX5I9x54o9vBDk6DccBMLWQLVcMv1GJaZL2vPVC33ELRIfc12HcwCoa4w=s0-d "[Cross-border dry goods] What disputes does AliExpress have? How to effectively avoid store disputes")
There are two main categories of disputes brought by AliExpress buyers, "the goods are not in the right version" and "the goods have not been received". These two categories have different subcategories, namely:
Goods not received: Invalid waybill number, wrong address, in transit, customs detained, package returned
Incorrect version: the goods do not match the description, quality problems, damaged goods, short-packed goods, selling fake goods
If the buyer files a dispute, it will not only lengthen the order collection cycle, but also affect potential customers. So, how can we effectively avoid AliExpress disputes? The response methods are as follows:
Shoddy version
1. The product description is true and comprehensive
When compiling product information, be sure to describe the product fully and in detail based on facts:
● For example, for electronic products, it is necessary to give a comprehensive description of product functions and usage methods, so as to avoid disputes caused by buyers who cannot use them reasonably after receiving the goods.
● Another example is clothing and footwear products. It is recommended to provide a size chart so that buyers can choose and avoid disputes due to inappropriate sizes after receiving the goods.
● Don't deceive buyers because you are eager to reach a deal. For example, you actually only sell a 2G USB flash drive but deliberately describe the capacity as 256G. Once such fraudulent behavior is verified, the AliExpress platform will take it seriously.
● The flaws and defects of the product should not be concealed in the product description.
● In the product description, it is recommended to indicate your shipping method, delivery area, and expected shipping time. At the same time, it is also recommended to explain to the buyer the contents of customs clearance and tax payment, product return responsibility and the responsible party.
Buyers make purchases based on product descriptions. The more buyers know, the closer their expectations will be to the actual product. Therefore, a true and comprehensive description is the key to avoiding disputes.
2. Strictly control the quality
Before delivery, the product needs to be fully tested: whether the appearance of the product is in good condition, whether the function of the product is normal, whether the product is short-packed, whether the packaging of the product is compressive and anti-fall suitable for long-distance transportation, etc. If you find a product quality problem, you should contact the manufacturer or upstream supplier for replacement in time, so as to avoid the return or exchange of goods due to disputes. The transportation cost of returned goods in foreign trade transactions is extremely high.
3. Avoid fakes
AliExpress has always been committed to protecting the intellectual property rights of third parties and providing members with a safe trading place. Illegal use of other people's intellectual property rights is illegal and violates AliExpress's policies.
If the buyer files a dispute and complains that the seller "sells fake products", and the seller cannot provide the authorization certificate of the product, it will be directly ruled by the AliExpress platform as the seller's full responsibility, and the seller will be subject to the relevant rules of the platform while suffering economic losses. penalty. Therefore, for products that involve third-party intellectual property rights and cannot provide proof of authorization, be sure not to sell them on the AliExpress platform.
We did not receive the goods
1. Logistics selection is very important
There are often many uncertainties in international logistics, such as customs issues, tariff issues, delivery and transshipment, etc. During the entire transportation process, these complex situations are difficult to control, and it is inevitable that there will be delays in package clearance, overtime delivery, and even package loss. For the buyer, the failure to receive the goods for a long time or the inability to query the logistics update information for a long time will directly lead to a dispute.
At the same time, the express delivery method without tracking information does not guarantee the interests of the seller. When the buyer files a dispute over "not received the goods", and the goods information cannot be tracked, it is very unfavorable to the seller's proof. Therefore, we suggest that when you choose the express method, you can choose EMS, DHL, FEDEX, UPS, TNT, SF and other logistics information to update more accurately, and the transportation timeliness according to the customs clearance capabilities of different regions and different express companies and the transportation period of the package. Compared with air-sized packages, these express delivery methods will have a much lower risk value.
Taking into account the actual situation, if you need to find a freight forwarding company to help with delivery, please choose a regular freight forwarding company that can provide both delivery and return guarantees to ensure that your interests are not damaged to the greatest extent.
In general, when choosing a courier method, be sure to weigh the risks and costs in the transaction, and try to choose a courier company that can provide real-time tracking information for goods.
2. Effective communication
● If the package is delayed, please notify the buyer in time, explain the reason why the package failed to arrive within the expected time, and obtain the buyer's understanding.
● If the package is detained due to unpaid customs duties, please inform the buyer in time, stating that you have indicated the buyer's tax obligation in the product description. You may wish to share some customs duties for the buyer at this time, which can not only avoid the return of the item, but also Let buyers give you high marks for your sincerity.
● If the package is temporarily stored at the post office because no one has signed for it, please promptly remind the buyer to find the note left by the post office and collect it within the validity period.
● Deal with buyers' inquiries about items that have not been received in a timely manner, so that buyers can appreciate your attentive service.
● During the transaction process, maintaining effective communication with buyers will not only enable the transaction to be successfully completed, but also gain the opportunity for buyers to favor twice.
When encountering buyer disputes, as a seller on the AliExpress platform, you must reply to the buyer in time to avoid the problem from expanding. The second is to handle disputes with the attitude of service and problem solving in the process of communicating with buyers, which will make it easier to resolve disputes
What are the causes of AliExpress disputes? Analysis of dispute data in various categories
There will be a variety of problems in the cross-border e-commerce industry, among which the most annoying problem is the dispute problem. If the dispute problem is not handled well, it will affect the flow of the store. And once there are too many disputes, it will affect the exposure of products, cause the loss of customers, affect normal operation, and affect the interests of sellers. So what are the main reasons for disputes on AliExpress platform?
I. Lighting industry
1. Current situation of disputes in the lamp industry
2. Measures and prevention of disputes in the lamp industry
2.1 Light bulbs
The main problems are divided into four categories: failure to work normally, inconsistent descriptions, broken products, and lack of certification.
The main reason is that the description does not match:
2.2 Interior Decorative Lights
2.3 Flashlight
2.4 Stage lights and outdoor lights
2.5 Summary
Lighting fixtures: The most important are problems such as mismatch in descriptions, failure to work properly, broken products, etc.
It is recommended that sellers do a good job in product quality inspection, take photos and backups in advance, and packing problems before delivery, and pay more attention to the distribution of fragile accessories. In addition, the description location of product details should be described more according to the actual situation.
II. Luggage
1. Concentrated distribution points of disputes in the luggage industry
2. The main proportion of disputes brought and the principles of handling
2.1 Broken Product: Broken Product Scratches
Handle according to the buyer's complaint point:
Dispute handling principles: problem severity, repair possibility, impact on buyer's use and shopping experience
Metal parts are damaged: If the damage is serious enough to be used, but there is a possibility of repair.
Cortical damage: If the damage is serious enough to be used, but there is a possibility of repair.
2.2 Does not match the description: the style, color, material and size do not match the meter.
Handle according to the buyer's complaint point:
Dispute handling principles: the degree of inconsistency, the impact on the buyer's use and shopping experience
Color mismatch inlining: The degree of color mismatch is serious, which has a great impact on the shopping experience.
Suggestion: Pay attention to avoiding chromatic aberration caused by lighting and take real pictures; when uploading color pictures, pay attention to the corresponding English word description to avoid delivery errors.
Style discrepancy: Suggestion: pay attention to the details of the page, and pay attention to the shooting and text description of each angle and key details of the luggage.
Size discrepancy: It has a great impact on the use and shopping experience
2.3 Short shipment: Reason: Missing straps, small bags, parts
Product short-package: The handling principle is the impact on the buyer's use and shopping experience according to the proportion of short-package.
2.4 Receive fake goods: Reason: high imitation sells at a high price; high imitation does not match the pictures given by the seller
Dispute handling principle: the severity of the problem, the impact on the buyer's use and shopping experience.
If the buyer's proof picture shows a logo and the buyer clearly complains that the product is fake, even if the seller's product page has no brand promotion, the platform will require the seller to give the corresponding authorization certificate. If the seller is unable to provide it, follow up according to the establishment of the fake product and get a full refund.
True or False Skin Problem: The degree of material inconsistency, the impact on the buyer's use and shopping experience.
If the material is seriously inconsistent, even if the product has a partial use value to the buyer, the buyer will generally be given a full refund.
2.5 Products are stained: Reason: Logistics and Shipping Problems
Dispute handling principles: problem severity, repair possibility, impact on buyer's use and shopping experience
III. Jewelry and watches
1. Status of industry disputes
It is mainly concentrated on the damaged goods, not working properly, short-loaded goods, and the model does not match the description.
2. Typical dispute scenarios
2.1 Jewelry
Description discrepancies: styles do not match the thickness of chains, beads size, styles, patterns, etc.; color mismatches such as colors, receiving colors do not match, etc.; size does not match size, such as length and size; material does not match, such as semi-gems to plastic, precious metals do not match, etc.
Quality problem: poor workmanship, such as poor pattern carving quality; broken, such as dropping drills, scratching problems.
Short-package problems such as product weight and quantity are not consistent. Accessory issues
Suggestion: Don't over-match the product pictures, describe the details on the details page truthfully, check before delivery, mark the size and write down the different sizes of countries for reference, and confirm the photos before shipment.
For the products sold in pairs, don't just sell them, pay attention to the unit problem.
2.2 Watch
Description discrepancies: color mismatches such as watch chromatic aberration, case, bands, watch pins, etc.; size discrepancies such as watch faces, band length and widths, etc.; material discrepancies; styles do not match styles such as men's and women's wrong hair, logo problems, scale styles, etc.; functions do not match, such as power modesistency, calendar functions do not match.
Quality problems: damaged products with scratches and mirrors; poor texture such as rusting products.
Not working as expected: Watch not working, time adjustment, watch pin issues, etc.
Suggestion: check before delivery, take photos to confirm, describe truthfully, do not exaggerate the function publicity, and do not give buyers guidance misunderstandings. For bands that can be adjusted, mark clearly in the page description.
3. Resolution Suggestion Summary
Truthful description of goods, quality assurance, pre-shipment quality inspection, retention of package sheets, positive response.
IV. Beauty
1. Industry trends
The main distribution countries are Russia, Brazil, the United States and the United Kingdom.
2. category
2.1 Make up
Reasons: mainly color and quantity do not match; broken; unable to work properly
Solution: Breakage: Foam Column & Seller Shipping Importance
Color and quantity discrepancies: SKU attribute pictures & descriptions of real-life product pictures are taken seriously
UNUSABLE TO USE NORMALLY: UNPROFESSIONAL, IGNORANT OF GOODS, INCOMPREHENSIBLE EYE SHADOW AND FLASH
2.2 Nail
Reason: Broken; Color and quantity do not match
Solution: Broken: Pearl Cotton
Color and quantity discrepancies: SKU attribute pictures & descriptions of real-life product pictures are taken seriously
2.3 Beauty and Health Appliances
Reason: Inability to work normally; broken; fake goods
Solution: Not working properly: Voltage & plug problems need to be explained clearly; whether it contains problems that require batteries, it is recommended to explain text + diagrams.
3. summary
Sellers need to pay attention to packaging; pay attention to product real shooting; set color classification and upload pictures; explain voltage, plug and battery problems clearly on the details page; be a professional seller who understands real shots
V. Shoes
1. Analysis of common disputes in the shoe industry
Size problem
![[Cross-border Dry Goods] AliExpress Dispute Handling Case Collection](https://lh3.googleusercontent.com/blogger_img_proxy/AEn0k_uk4lDtdLnOtUaZdGBoVJpEKf45eD2CvEUlAPKv9E4alNkaS-nZoknkSiUTKT-JpXHylydfJdS09-uwJyydbFTbZP6YlFBym9DqrKrDzDivLjxDixRVwnI2urodLDtAoIo=s0-d "[Cross-border Dry Goods] AliExpress Dispute Handling Case Collection")
The color does not match the description, and the style does not match the description.
broken product
Received the fake goods.
2. The development direction of the shoe industry
Got another AliExpress dispute? tell you what to do
One of the most troublesome problems for AliExpress sellers is the handling of store disputes; especially when encountering unreasonable buyers, it is more difficult to handle disputes.
For the distress of the sellers, the editor also understands very well, after all, everyone wants to have less trouble. So this year, we have summarized several common AliExpress dispute resolution issues to improve efficiency for everyone.
1. What should I do if the goods received by the buyer do not match the dispute, and the logistics is online delivery logistics?
In this case, it is necessary to see if it is because the logistics sheet is wrongly posted. If it is not wrongly posted, then it may be caused by the rookie warehouse.
The seller should first ask the buyer to tear open the above logistics bill, compare it with the one below, and take a photo to prove that the two bills are different, and then submit it to the platform for proof.
2. Online delivery, what should I do if the buyer finds that the goods are damaged after receiving it, resulting in disputes?
Because it is impossible to determine whether the goods are damaged due to logistics or the product has inherent problems in this situation, the seller should ask the buyer to take pictures of the goods and the outer packaging together, so as to determine whether the goods are damaged due to logistics.
3. There is a dispute over return and refund, but I have not received the return from the buyer, what should I do?
If the buyer does not receive the return during the return countdown period, the seller can apply for ascending arbitration, as long as you fill in the reason for ascending arbitration.
If the seller receives the goods after the rising arbitration, the merchant can choose to revoke the arbitration. Even if the arbitration is not voluntarily cancelled, it will not affect the arbitration. The second will verify whether the return logistics is properly delivered. If the delivery is properly delivered, the buyer will be refunded normally. .
If you are not sure how to deal with AliExpress disputes, you can refer to the following process:
Step 1: After a dispute occurs, negotiate with the buyer as soon as possible. The platform will also give you a 5-day negotiation period. If the negotiation fails, it will enter the arbitration link.
Step 2: During the negotiation period, you need to understand the problem with the buyer, and then they will provide pictures of the outer packaging, physical pictures, etc. to understand the specific problem;
Step 3: Provide the buyer with a solution, refund or return the product; if some minor problems do not affect the use, you can try to send the buyer a coupon from the store to reduce the probability of return.
Finally, sellers must remember that the specific disputes have nothing to do with the judgment process and results. As long as the buyer initiates a dispute, it will be recorded in the dispute rate, so everyone must also negotiate with the buyer to resolve it clearly, so as to avoid the occurrence of Disputes lead to a situation where the dispute rate is too high, and at the same time, it can improve the level of after-sales processing, so we must pay attention to it.
AliExpress platform dispute classification and handling methods
In the cross-border e-commerce industry, various problems will be encountered, among which the most troublesome is the dispute. Once there are too many disputes, it will affect the exposure of the products, cause the loss of customers, affect the normal operation, and the interests of the sellers will also be affected. Today, I will tell you about the classification of AliExpress disputes!
The classification of disputes
The AliExpress platform has a detailed classification of disputes, with fourteen items in two categories. On the one hand, disputes on AliExpress can be divided into disputes related to logistics issues or disputes related to product issues; on the other hand, it can be regarded as disputes under different logistics conditions, which can be marked as disputes that have been received, transportation Process disputes, signed disputes. Only by correctly classifying the problem can we prescribe the right medicine, and the same is true for disputes.
The AliExpress platform measures the dispute assessment mainly by looking at the ruling extraction rate and the seller's liability ruling rate. The seller's responsibility assessment rate has been included in the grading assessment index, which is a key indicator affecting the performance of the store and an item worthy of attention. In addition, if the rate of disputes submitted by the seller to the platform for adjudication is too high, the penalty will be more severe.
The principle of the AliExpress platform for handling disputes is that the two parties to the transaction communicate and resolve independently. When the two parties cannot continue to negotiate, the platform will intervene to help the two parties to the transaction to negotiate and resolve.
The AliExpress platform has a process for dealing with disputes: from the 4th day to the 15th day from the buyer's first application for a refund, if the buyer and the seller cannot reach an agreement, the buyer can submit it to the platform for adjudication; A refund application is filed until the 16th day. If the seller fails to reach a refund agreement with the buyer, and the buyer neither cancels the refund application nor submits it to the platform for adjudication, the system will automatically submit it to the platform; AliExpress will intervene in the processing within 2 working days. The first step in the judgment requires the seller to provide a proof of proper delivery by the post office within three natural days. If the seller cannot provide it, the second judgment period will be activated. period, the platform will give 3 days. These time points are very important.
2. Dispute handling methods
After introducing the rules, processing principles and procedures of the AliExpress platform, we will introduce the specific dispute resolution solutions.
First of all, in order to properly handle disputes, we must know ourselves and others. The so-called knowing oneself and knowing the other is to understand the advantages, disadvantages, threats and opportunities in the process of store operation. The so-called advantage is the understanding of the national conditions and consumption behavior of the customer's country, the guarantee of its own product quality and store reputation, and the low error rate and low error rate in the warehouse delivery stage. The disadvantage is that there is a serious delay in the logistics of the destination country, the delay in the delivery of goods on holidays in my country, and the delay in the delivery of goods on holidays in the destination country. The so-called threats are mainly when customers express their escalation of disputes, leave bad reviews, or publish unfavorable store information on social networks. We seize our own advantages, properly handle disputes, and resolve disputes through partial compensation, sending damaged parts by ordinary mail, etc. This is an opportunity.
How to know the enemy is to know the buyer. From the analysis of the nature of buyers, it can be divided into real buyers, buyers for a certain purpose, peers, and critics. Among them, 98% are real buyers, 0.5% are peers, 0.5% are special buyers for some purpose, 1% are bad reviewers, and 98% of the real buyers are well-intentioned buyers. In addition to the understanding of customers, but also in-depth understanding of buyers from the credit, age and other aspects. After understanding, it is necessary to predict the motivation and purpose of the customer, understand the motivation and real purpose of the buyer to raise a dispute, and look at the problem from the buyer's perspective and position, in order to find a real solution.
Of course, having a good strategy does not necessarily mean success, and how to implement the strategy is also crucial. In the process of handling disputes, we must pay attention to details, and handle disputes in a timely, polite, professional, and enthusiastic manner.
Sellers should understand that the most effective way to resolve disputes is not to resolve disputes, but to prevent them. Dispute prevention runs through the entire operation and management process. Sellers can divide this process into four processes: before delivery, during delivery, during transportation, and after proper delivery.
There are many details to pay attention to in the process of dealing with disputes. Here are some tips for dealing with disputes:
1. Regular statistics and tracking of disputes;
2. In the face of disputed buyers, you can try to contact customers in various ways, such as order message, website letter, email, SMS;
3. Use third-party tools to make customers feel sincere, such as leaving a message after sending and receiving, leaving a message after delivery, and leaving a message for reminding of arrival;
4. Set up shortcut phrases, Want Want to be online all day, if the computer Want Want can't do it, the mobile phone Want Want is also online;
5. Large companies can set dispute resolution goals and evaluate them, and consider rewarding employees with a portion of the company's economic losses;
6. For countries with structural delays in logistics, such as Brazil, if the harvest period is less than 5 days, it is recommended to extend the harvest period by 30 days.
When encountering a dispute on the AliExpress platform, first try not to have a dispute, but retain strong evidence to find a proper way to deal with it. The second is to prevent in advance as much as possible in the early store rules and products
My AliExpress > Dispute List > Dispute Details Dispute Details Order number: 160032611822538 Dispute status: Awaiting your confirmation of receipt of the return remind : The buyer has returned the goods, waiting for you to confirm receipt of the return If you do not confirm receipt of the return or escalate the dispute within 24 days, 21:43:22, the money will be refunded to the buyer according to the refund agreement. give up return Confirm receipt of return Rising Arbitration product information Dispute information Logistics Information (Date: 2016-06-01 23:06) auto test product order number :160032611822538 Logistics number : ddddddd. Logistics company : ddddddd. Buyer myy_ifm lastName Offline reasons for return: Unit Price: US$ 100,00 Whether the goods are received: received quantity: 1 Whether to return: yes : I bought the wrong product Cause of Dispute View order details ▶ Disputed order total: US $ 221.49 (product price US $ 100.00 + refundable shipping US $ 121.49 ) Refund amount: US $ 0.01 Dispute filing time : 2016-06-01 23:06 Request Details:
List of Disputes on My Speeder>Dispute Details 2016-06-07 2016-06-07 2016-06-14 Initiate a refund/return Rapid air transport intervention Negotiation completed If the two parties cannot reach an agreement on the expiration date, the platform will intervene to assist both parties to deal with it. Order number: 1160034040239357 Dispute reason: the model does not match the description Dispute Status: Dispute Negotiation Reminder: The buyer has filed a dispute, please be sure to ②Respond within 0 days, 0 hours, 0 minutes and 10 seconds (agree or give your plan), otherwise the system will execute according to the refund amount or return willingness proposed by the buyer. Please check the details and take the initiative to negotiate with the buyer to resolve this dispute in a timely manner. If the two parties fail to reach an agreement within the response time, the platform will intervene in the dispute and assist both parties to resolve it. Accept the plan my plan Buyer Plan (Default Plan) Waiting for your plan Program Refunds Only U$ $10.00 Remarks I want to refund !!!! Add a plan
2016-06-16 2016-06-23 O O AliExpress intervenes Initiate a refund/return Negotiation completed If the two parties cannot reach an agreement before the expiration date, the platform will intervene to assist both parties Order number: 76008026945804 I bought the wrong item Reason for Dispute: Dispute negotiation Dispute Status: Reminder: The buyer has filed a dispute, please be sure to ②Respond within 3 days, 23:12:12 and 1 second (agree or give your plan), otherwise the system will execute according to the buyer's refund amount or willingness to return. Please check the details and take the initiative to negotiate with the buyer to resolve this dispute in a timely manner. If the two parties fail to reach an agreement within the response time, the platform will intervene in the dispute and assist both parties to resolve it. my plan Accept the plan Buyer Plan (Default Plan) Waiting for your plan Program Return refund US$0.01(EUR € 0.01) Notes dadad agree Add a plan
2016-06-07 2016-06-07 2016-06-14 O O AliExpress intervenes Initiate a refund/return Negotiation completed If the two parties cannot reach an agreement before the expiration date, the platform will intervene to assist both parties Order number: 1160034040239357 Dispute reason: the model does not match the description Dispute Status: Dispute Negotiation Reminder: The buyer has filed a dispute, please be sure to ② Respond within 24 seconds at 23:57:24 (agree or give your plan), otherwise the system will execute according to the buyer's refund amount or willingness to return. Please check the details and take the initiative to negotiate with the buyer to resolve this dispute in a timely manner. If the two parties fail to reach an agreement within the response time, the platform will intervene in the dispute and assist both parties to resolve it. Accept the plan my plan Buyer Plan (Default Plan) Waiting for your plan Plan Refund only US $ 10.00 Remarks I want to refund !!!! agree Add a plan
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2016-06-16
2016-06-23
2016-06-30
. If the two parties cannot reach an agreement before the expiration date, the platform will intervene to assist both parties
Initiate a refund/return
Negotiation completed
AliExpress intervenes
Order number: 76151910385804
Reason for Dispute:
Customs Detention
Dispute Status: Dispute Negotiation
Reminder: The buyer has filed a dispute, please be sure to
②Respond within 9:31:6 of 4 days (agree or give your plan), otherwise the system will execute according to the buyer's refund amount or willingness to return. Please check the details and take the initiative to negotiate with the buyer to resolve this dispute in a timely manner. If the two parties fail to reach an agreement within the response time, the platform will intervene in the dispute and assist both parties to resolve it.
Accept the plan
my plan
Buyer Plan (Default Plan)
Waiting for your plan
Plan Refund only US $ 0.01
Remarks npbiBitaHHE
agree
Add a plan
evidence
Buyer's Evidence
Seller Evidence Upload Evidence
What are the reasons for AliExpress disputes? Logistics and Malicious Dispute Handling Skills
For AliExpress, the most worrying thing for sellers is disputes. If the number of buyer disputes exceeds the standard, the AliExpress platform will directly block the store. At the most difficult time, I blocked for more than 2 months, and I ordered single-digit orders every day. What are the main reasons for disputes on the AliExpress platform? How to solve it?
The following will introduce the reasons for the AliExpress dispute in detail, as well as the AliExpress dispute handling skills.
1: The basic principles of AliExpress dispute settlement
1. Check daily and respond in time
Everyone knows that the response time for disputes is 5 days. If you don’t respond for more than 5 days, the response will expire and you will be refunded directly. No matter how busy you are, no matter whether the dispute is difficult or not, if you only have 2 days left, reject it first. .
2. Everything is based on the premise of store safety and handled rationally
This is very important. The logistics reason in the dispute directly determines the DSR of your product, and the product quality dispute directly determines the filing rate of the dispute over the goods not on the board. If your score for a certain category is about to exceed the standard, you can tell me: I will definitely have this quality dispute. To win. Please handle it wisely and remember that store safety comes first.
3. Customer service is obliged to minimize the loss of disputes
To some extent, customer service has the right to minimize the loss of refunds due to disputes every month. For example, the logistics promises to refund the money first, but after the customer receives it, they can leave a message for the customer to partially refund. (I do this often, as long as the customer refunds 80%)
Two: AliExpress dispute reasons and handling skills
Generally speaking, the causes of disputes are divided into three categories: logistics disputes, quality disputes, and malicious disputes.
logistics disputes
①No logistics information
Idea: It is very simple to check whether the ERP is shipped, and whether it has not been updated online.
●Out of stock not shipped
Dear Customer
Really sorry for the inconvenience, just because the item you purchased is out of stock, the new stock may take 2 to 3 weeks to arrive, we need to give you a full refund as soon as possible, usually Aliexpress will work within 3 to 5 processed within the day.
Once you receive the money, hope you can give me 5 stars good feedback, next time when you buy from my store, we need to give you VIP price and do better after sales for you.
If you have any questions, please leave a message here and we will reply you within 24 hours. best wishes.
●I sent an update without internet access
Dear Customer
Really sorry for the inconvenience, as we shipped the package to the Aliexpress warehouse yesterday, so they need some time to process it and the tracking information will be updated on the website soon. We send tracking sites that you can track yourself.
Link: http://www.17track.net/en
Really hope you can help me to resolve the dispute first, and if you haven't seen the tracking update, you can open the dispute again.
Waiting for your kind reply, best wishes.
②With logistics information
●The goods are on the way
Haven’t been out of the country for 2 to 3 weeks (during the big sale)
Dear Customer
Really sorry for the inconvenience, in fact we have sent it to Aliexpress Warehouse, you can also track it on the internet and it will show the received shipment information.
Really hope you can help me resolve the dispute, we've got my logistics company to check it for you, and we'll leave you a message asap if there are any updates. best wishes.
●It will be returned if you don't go abroad (charged without passing the security check)
Dear Customer
I'm very sorry for the inconvenience, thank you for your business, your order has been returned to us by Custom, just because the power bank is difficult to pass custom, we need a full refund. Awaiting your quick reply, thank you very much
Also hope you can give me 5 stars good feedback, hope you can forgive me for not being able to control the shipping problem, next time we can apply for VIP price and better after-sale service from our company. best wishes.
●Customs detained (a message category mentions specific reasons)
Dear Customer
Really sorry for the inconvenience, I just received an email from our logistics company, I track the package on the website, your package arrives in your country customized, waiting for you to complete the customized customs clearance.
Really hope you can help me resolve the dispute, if you have any questions, please leave a message here, we will reply you within 24 hours. best wishes.
●The destination country of the goods has not been updated for 1~2 months
Dear Customer
Sorry for the inconvenience, we are just tracking the package for you, it has actually arrived in your country***.
I've extended the delivery date by *** days so never worry about running out of protection time, we hope you can try calling your local post office and let them help you track if it arrives, the post from China is really a bit slow , hope you understand this situation.
If you still haven't received it within ** days, we can apply for a refund from my company for you, don't worry, we are honest sellers, so hope you can be a little patient and help me cancel the dispute first, just because of the speed of today Selling through the shopping festival, so many packages have to be shipped.
Anyway, if you have any questions, please leave a message here and we will reply you within 24 hours. best wishes.
●The destination country of the goods shows that the return or the delivery was unsuccessful (the delivery was successful, but the buyer said that it was not received)
Dear Customer
Sorry for the inconvenience, actually we are just tracking the package and it shows that it was sent successfully. But as you said still not getting it, we hope you can contact your local post office.
We can send you all the proofs that we send the package according to your order address in my store, and we can provide you with the proof of my logistics company.
Anyway, if you have any questions, please leave a message here and we will reply you within 24 hours. best wishes.
●Seller changes the logistics method privately
Dear Customer
Sorry for the inconvenience, I just help you to track the package, it shows that it has been sent successfully, because you are already my VIP customer, I hope you can help me resolve the dispute, next time we need to contact you when we need to change the shipping method confirm. Sorry for this mistake.
I only apply the best after-sales service for you, next time you buy in my store, we can give you a discount of $8, anyway, if you have any questions, please leave a message here, we will reply within 24 hours you. best wishes.
2. Quality disputes
●Description does not match (size, color, language, weight, etc.)
Idea: Whether the symbol affects the use, minimize the loss, and modify it immediately.
For example: the product packaging does not match, it can be used normally.
Dear Customer
Sorry for the inconvenience, because now this product has been updated, we only changed the packaging, actually all the functions are the same as before, I hope you can understand and you can test it, I also see that you have purchased it before Got it my store.
Thanks for the reminder, I'm just talking to my boss, next time we need to give you VIP price, best wishes.
● not working (for idea products)
Idea: Electronic products provide customers with photos and videos as much as possible.
Dear Customer
Sorry for the inconvenience, if you are good, I hope you can take a very short video (send the video link is good) or some pictures to my mailbox: ******, please remember to write the title like :order number. ******* so we can find it easier in my store.
After receiving your email, we will let my engineer check it for you and reply you as soon as possible, best wishes.
●Selling fake goods (submit brand authorization letter)
Ideas: Provided that your product is genuine, directly provide the brand authorization certificate or query the website.
Dear Customer
Sorry for the inconvenience, in fact all the *** brand products in my store are 100% original, we have authorized the *** company, please try to view the pictures in the attachment.
As you can see, we are a top brand seller on Aliexpress, so we can guarantee customers with better quality products, I hope you can help me resolve the dispute, best wishes.
●Short shipment of goods (preferably reissued directly)
Dear Customer
Sorry for the inconvenience, maybe my warehouse is wrong, but anyway hope you can send me some pictures to check, once we confirm with the warehouse and logistics company, we need to send you a new one.
After we give you a new tracking number, you can track it after 2~3 days, I hope you can help me resolve the dispute when we send you a new one. Waiting for your kind reply, best wishes.
● Received return (7 days no reason for local return)
Dear Customer
Sorry for the inconvenience, if you really don't like it, I hope you can help me pack it and put all the accessories in the box, because my Russian warehouse needs to check it carefully after receiving it, hope you can understand.
We need a full refund once they receive it and hope you can give me 5 star feedback, thank you so much.
●Disputes over gifts (promised gifts are not sent)
Dear Customer
Sorry for the inconvenience, in fact we have told my warehouse but they forgot to put the gift in the package, really sorry. Hope you can help me unravel the dispute if you can, we need to give you a $3 discount next time you buy in my store.
Or we can send you a free gift on the next package, I'll pack it myself, so never worry, wait for your kind reply, best wishes.
In fact, there are many disputes over quality issues. Most of the stores have a high dispute rate due to the wrong version of the goods, resulting in a low service score for the entire store. On the one hand, sellers should take the initiative to improve product quality, which is the top priority.
There is also the last type of disputes, which are also relatively common, malicious disputes. Of course, you may encounter some veteran, professional-level liars, but no matter what, you must be vigilant at all times. Malicious disputes will not be tolerated, and you can report them directly in the background. Let’s take a look at some of the specific malicious disputes.
3. Malicious disputes
●Malicious disputes over quality issues (the most common is not working)
Idea: As long as the electronic products are not working, the buyer must provide the video first.
Dear friends
I'm really sorry for the inconvenience, if you are good, I hope you can shoot a very short video (send the video link is good) to my mailbox: ****, remember to write the title: order number. *************
After receiving your email, we will let my engineer check for you and find a suitable solution for you, and reply you as soon as possible, best wishes.
● Malicious disputes over post office charges (provide invoices for foreign friends to confirm)
Idea: Customers provide photo confirmation
Dear friends
Really sorry for the inconvenience, in fact we send it to you by way of China Post, because I know usually this way never need to charge extra, maybe it's your local post office policy, because we have made it for you You paid for shipping and I hope you can send me a bill.
Once we receive the picture, we will reply you as soon as possible and help you solve the problem as soon as possible.
●Malicious disputes over customs tax collection (provide customs receipt)
Ideas: For express delivery, as long as you negotiate the channels in advance, declare the value, and pay customs duties is the buyer's own obligation.
Dear friends
Really sorry for the inconvenience, in fact we will send it to you in DHL as you choose in my store, before shipping, we have discussed the value with you, we stated on the packaging when we talked of $***, you will be required to pay tax on your custom, which is your obligation.
Or you can send a tax picture, we need to check it first and help you solve the problem as soon as possible.
Some simple reply templates for quality disputes and malicious disputes are for reference only. Do not copy them directly. After all, many expressions may be lacking in grammar
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