Many sellers are always committed to issues

Many sellers are always committed to issues such as product drainage and improvement conversion before sales, ignoring the after-sales problem of products, thus missing the best time to deal with after-sales complaints and disputes.

AliExpress's regular after-sales problems mainly include complaints, disputes and evaluation, so this course mainly includes three parts: how to resolve complaints, how to deal with disputes and how to deal with negative reviews.

I. How to solve the problem of complaints

Complaints mainly include: intellectual property sales ban violations, transaction violations and others. Let's take a look at the penalties for violations on the AliExpress platform.

Intellectual property restrictions, transaction violations and other stores over 40 points will be closed, so sellers pay special attention to making complaints.

In the complaint section, many sellers will check whether there are any complaints in the "My Case" in the "Business Performance" section of the AliExpress navigation button, but sellers need to note that specific complaints will not be displayed in the background. In order to avoid missing the important "3-day seller response period", you still need to click "View Details". "View the specific historical complaint cases.

In addition, when responding to complaints, the seller should upload supporting materials, such as payment slips, invoices, exchange records between the two parties, etc.

II. How to deal with disputes

Disputes are the most difficult problem for sellers, but they are inevitable. The dispute is mainly divided into three stages:

Phase 1: The buyer has filed a dispute and is waiting for confirmation;

The second stage: the seller has rejected the buyer's dispute application;

Phase 3: Platform intervention;

Of course, these three stages are not necessary for every dispute. If the seller accepts the dispute within the 5-day response period, it is equivalent to refunding the buyer directly. If the seller does not respond to the dispute within the 5-day response period, the ODR will be recorded. If the seller refuses the dispute, it will enter the second stage. Similarly, if the second stage is still unresolved, you will directly enter the third stage.

One thing that should be noted here: in the first stage, the seller should arrange from less to more dispute response time, giving priority to dealing with events with less dispute response time; in the second stage, the seller should be arranged according to the remaining time of escalation arbitration.

Let's take a look at the three stages of correction.

III. How to deal with negative reviews

It is impossible to be all five-star praise in buyer evaluation. Sellers with medium and bad reviews of 1-3 stars should reply, because many buyers will refer to the buyer's comments when choosing products. If there is a negative evaluation in the buyer's evaluation, it will affect the buyer's purchase and reduce the conversion rate. Therefore, the seller should find the problem in time in the buyer's comments and solve them. For the sellers with negative reviews, the content is the company's after-sales service or one-on-one response to this product, not all English templates. In addition, the seller's reply to the buyer can see not only the buyer, but all buyers who want to buy this product. In the reply, the seller's reply should give the new buyer peace of mind, and the reassuring reply content can be increased and converted.

In addition, sellers can leave messages for customers to solve problems with customers, and then ask customers to change the comments to good reviews. As shown in the following figure: