AliExpress novice store opening] How to deal with AliExpress disputes? Detailed explanation of AliExpress dispute types
A AliExpress novice store opening] How to deal with AliExpress disputes? Detailed explanation of AliExpress dispute types
![[A AliExpress novice store opening] How to deal with AliExpress disputes? Detailed explanation of AliExpress dispute types](https://pic.cifnews.com/upload/201705/27/201705271027226336.jpg "AliExpress Dispute Types AliExpress Dispute Handling Skills")
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At the beginning of contactAliExpressWhen I was on the platform, what I was most afraid of was disputes. At that time, the store was blocked directly if it exceeded the standard. At the most difficult time, it was blocked for more than 2 months. I ordered single digits every day, and I wanted to die. I really dreamed of how to solve disputes in the middle of the night! The following will introduce the types of AliExpress disputes and the dispute handling skills of AliExpress in detail.
I: Basic Principles of AliExpress Dispute Handling
1. Daily review and timely response
Everyone knows that the response time to the dispute is 5 days. If you do not respond for more than 5 days, the response timeout, and you can get a direct refund. No matter whether the dispute is tricky or not, if there are only 2 days left, refuse it first.
2. Everything is premised on the safety of the store and deal with it rationally.
This is very important. The logistics reason in the dispute directly determines your commodity DSR, and the product quality dispute directly determines the filing rate of the goods-to-board dispute. If your score of a certain category is about to exceed the standard, tell me: I must win this quality dispute. Please handle it rationally and remember that store safety comes first.
3. Customer service has the obligation to minimize the loss of disputes.
To some extent, customer service has the right to minimize the loss of monthly dispute refund. For example, the logistics promises to refund it before delivery, but after receiving it, the customer can leave a message that the customer will return part. ( I often do this, as long as the customer refunds 80%)
II: Types of AliExpress disputes and handling skills
Generally speaking, the types of disputes are divided into three categories: logistics disputes, quality disputes, and malicious disputes.
1. Logistics disputes
1 No logistics information
Idea: It's very simple for ERP to check whether it has been shipped or not been updated online.
● Out of stock
Dear Valued Customer
Really sorry for the inconvenience, Just because the item you buy is out of stock, New stock maybe need 2~3 weeks to arrive, We need refund you the full money soon, Usually Aliexpress will deal wi th it with 3~5 working days.
Once you receive the money, Hope you can give me 5 star good feedback, Next time when you buy from my store, we need to give you VIP Price, and do better after-sale for you.
If you have any problem, Leave me message here, we will reply you within 24 hours. best wish.
● Unapped update
Dear Valued Customer
Really sorry for the inconvenience, Just because we ship the package to Aliexpress Warehouse yester day, so they need some time to deal with it, and will update the tracking info on website soon. we Send you the tracking website, you can track it by yourself.
LINK: http://www.17track.net/en
Really hope you can help me cancel the dispute first, if you still not see the tracking info update d,you can open dispute again.
Wait your kindly reply, best wish.
2 There is logistics information
● Goods on the way
I haven't been abroad for 2 to 3 weeks (during the promotion period)
Dear Valued Customer
Really sorry for the inconvenience, In fact we have already shipped it to Aliexpress Warehouse, Als o you can track it on the internet, it shows shipment information received.
Really hope you can help me cancel the dispute first, we have let my logistics company to check it for you, if have any updated, we will leave you message ASAP. Best Wish.
● No return if you go abroad (energized and not passed the security check)
Dear Valued Customer
Really sorry for the inconvenience,Thank you for your business, your order has been returned to us by the Custom, Just because the power bank is diffcult to pass the custom, We need refund you full money. Wait your quick reply, thanks a lot
Also hope you can give me 5 star good feedback, Hope you can forgive me can't control the shipping problem, Next time we can apply the VIP Price and Better After-Sale for you from my company. Best Wish.
● Customs deduction (the specific reasons are mentioned in the classification of the message)
Dear Valued Customer
Really sorry for the inconvenience, i just received an email from our logistics company, and i tra ck the package on the website, your parcel arrived at your country custom, Wait you to finish the Custom clearance.
Really hope you can help me cancel the dispute first, If you have any problem, Leave me message he re, we will reply you within 24 hours. best wish.
● The destination country of the goods has not been updated for 1 to 2 months.
Dear Valued Customer
Sorry for the inconvenience, We just help you track the parcel, In fact the package already arrived at your country at the date ***.
And i have extended the delivery date by *** days for you, So never worry that the protection time is running out, We hope you can try to give a call to your local post office, Let them help you tr ack it Whether it arrived, Also China post is really a little slow, hope you understand this situa tion.
If you still not receive it within ** days, we can apply the refund from my company for you, donot worry that, we are the honest seller, so hope you can be a little patient, help me cancel the di spute first, Just because nowadays the Aliexpress Shopping festival, so many parcels to be shipped .
Anyway if you have any problem, Leave me message here, we will reply you within 24 hours. best wis h.
● The destination country of the goods shows that the return or delivery is unsuccessful (sful delivery, the buyer says it has not been received)
Dear Valued Customer
Sorry for the inconvenience, In fact we just track the parcel, It shows delivered successfully. But as you say still not get it, We hope you can contact with your local post office.
We can send you all the proof to show that we send the package according to your order address in my store, And we can give you the evidence of my logistics company.
Anyway if you have any problem, Leave me message here, we will reply you within 24 hours. best wis h.
● The seller changes the logistics method without permission
Dear Valued Customer
Sorry for the inconvenience, i just help you track the parcel, it shows delivered successfully, Si nce you are already my VIP customer, hope you can help me cancel the dispute, Next time we need co nfirm with you carefully when we need to change the shipping way. sorry for that mistake.
And i just apply the best after-sale for you, we can give you discount $ *8 each time when you buy in my store next time, Anyway if you have any problem, Leave me message here, we will reply you w Ithin 24 hours. best wish.
2. Quality disputes
● Description discrepancies (size, color, language, weight, etc.)
Idea: Whether the discrepancies affect the use, minimize losses, and modify Listing immediately.
For example, the product packaging does not match and can be used normally.
Dear Valued Customer
Sorry for the inconvenience, Just because this product have updated nowadays, we only changed the package, in fact all the function all is the same as before, Hope you can understand, and you can tes t it, Also i see you have bought it before in my store.
Thanks for your remind,I just talk with my boss, we need to give you VIP price next time, Best wish .
● Unable to work (for idea products)
Idea: Electronic products provide photos and videos as much as possible.
Dear Valued Customer
Sorry for the inconvenience, If ok hope you can shoot a very short video (send video link is well) or some picture to my email: ******, Remember write the title such as : Order NO. *******, So we can find it more easily in my store.
Once we receive your email, we will let my engineer to check it for you,and reply you soon,Best w ish.
● Sales of fake goods (submit a brand authorization)
Idea: If your product is indeed authentic, you can directly provide the brand authorization certificate or inquire about the website.
Dear Valued Customer
Sorry for the inconvenience, In fact all the *** Brand product in my store is 100% original, We ha ve been authorized by **** Company, Try to check the picture in the attachment.
As you can see that we are the Top Brand seller in Aliexpress, So we can guarantee the product bett er quality for my customer, Hope you can help me cancel the dispute, Best wish.
● Short-packing of goods (preferably reissued directly)
Dear Valued Customer
Sorry for the inconvenience, Maybe my warehouse make mistake, But anyway hope you can send me some picture for check, Once we confirm with my warehouse and logistics company, We need send you new One.
After we give you new tracking number, you can track it after 2~3 days, hope you can help me cance L the dispute if we send you new one. wait your kindly reply, best wish.
● Return received (7 days without reason for local return)
Dear Valued Customer
Sorry for the inconvenience, If you really donot like it, Hope you can help me pack it well, and put all the accessories in box, Because my Russian Warehouse needs to check it carefully when they rece ived it, Hope you can understand.
Once they received it, we need to refund you full money, and hope you can give me 5 star good feedbac k, Thanks very much.
● Gift disputes (promise to send gifts)
Dear Valued Customer
Sorry for the inconvenience, In fact we have told my warehouse already, But they forget to put the gift in the package, really sorry for that . if ok hope you can help me cancel the dispute first, We need to give you discount $ 3 next time when you buy in my store.
Or we can send you free gift in the next package, i will pack it by myself, so never worry that , W ait your kindly reply, Best wish.
In fact, there are many disputes over quality problems. Most stores have a low service score due to the high dispute rate of the wrong version. On the one hand, sellers have to 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 veterans and professional-level scammers, but no matter what, you must always be vigilant. Malicious disputes must not be tolerated. Just report them directly in the background. Let's take a look at several specific malicious disputes.
3. Malicious disputes
● Malicious disputes over quality issues (the most common is not working)
Idea: As long as electronic products do not work, buyers must provide videos first.
Dear Valued Friend
Really sorry for that inconvenience, If ok hope you can shoot a very short video ( send video link is well) to my email: ****, Remember write the title : Order NO. *************
Once we receive your email, we will let my engineer to check it fro you, and find the good solutio n for you, and reply you soon, Best wish.
● Malicious disputes over post office charges (provide invoices for foreign friends to confirm)
Idea: Customer provides photo confirmation
Dear Valued Friend
Really sorry for that inconvenience, In fact we send you by the China Post shipping way, As i know usually this way never need charge the extra fee, Maybe it is your local post office policy, beca Use we have already paid the shipping fee for you, Hope you can send me a picture of the bill.
Once we received the picture, we will reply you soon, and help you solve the problem ASAP, Best wi sh.
:: Malicious disputes over customs tax collection (provide customs receipts)
Idea: For express delivery, as long as you negotiate the channel in advance and declare the value, it is the buyer's own obligation to pay customs duties.
Dear Valued Friend
Really sorry for that inconvenience,In fact we send you by DHL as you choose in my store, and befo re shipping, we have talked with you about the value, each we declare $ *** on the package as we t alked, and you need to pay the tax for your custom, it is your obligation.
Or you can send the tax picture, we need check it first, and help you solve the problem ASAP, Best Wish.
Some simple response templates about quality disputes and malicious disputes are for reference only. Don't copy them directly. After all, many expressions may lack grammar.
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