AliExpress Operation - After-sales Dispute Handling
I believe that everyone is more worried about AliExpress's after-sales problems, especially when they encounter some unreasonable buyers or scammers. So what should we do with AliExpress's after-sales service?
Introduction: I have long been rooted in electronics and tool categories. There are no more than seven or eight hundred disputes handled. So I want to tell me how to deal with disputes? How to minimize your loss.
1 First of all, recognize it. Disputes are inevitable.
I have also thought about improving product quality and logistics quality to avoid disputes, which is indeed effective. For example, the logistics loss rate has been reduced a lot. The filing rate of product quality disputes has also decreased. However, the dispute still exists. It is now clear that disputes exist proportionally.
2 Secondly, do a good job in classifying disputes.
Why do you want to classify disputes? Because this is part of the service and part of the operation. Disputes are mainly divided into two parts: one is product disputes, and the other is logistics disputes. Product dispute resolution methods are complex and will be detailed later. Logistics disputes are more violent.
Disputes over all types of logistics are directly related to logistics. So choosing online logistics can effectively avoid your mention rate. In addition, the filing rate of disputes over registered logistics is bound to be lower than that of non-registered logistics. If your logistics choices are all non-registered. You need to clearly realize that the filing rate of this dispute is unlikely to be very low. Therefore, it is recommended that the seller change to registration.
But will there be such buyers who file disputes on the grounds of lack of information tracking? This exists and is a fact faced by all sellers. In this regard, I hope that all sellers will choose relatively high-quality economic logistics to avoid ghosting their products due to disputes (the dispute rate of not receiving goods is very high). Online economy is relatively better than offline economy. I hope the seller has more choices.
What if the goods show signs for receipt, but the buyer still raises a dispute? There are relatively few such disputes, because few liars will be so stupid, and normal people will not do so. As long as we can produce enough evidence, there will be no problem with this dispute. Evidence 1: Screenshot of delivery weight deduction; Evidence 2: Sign for screenshot. (Because there are now orders that there will be a consolidated order, that is, an additional order number, which will cause information tracking, but we actually did not ship the goods.) So we need to submit a screenshot of the shipping weight and deduction. This screenshot needs to be mainly in the background. Therefore, offline logistics has no advantages in this regard.)
If the goods show that they are in transit and have not been updated for a long time, but they have not been returned, will the buyer submit a logistics dispute? There are many such disputes, and we often encounter them. Because the goods may indeed appear to be delayed in updating the logistics information for some reason. So at this time, we need to explain it to the seller. Most serious buyers can accept your explanation. Here is a template for you:
First reply (Chinese, please translate it yourself.): First of all, I'm sorry for the unpleasantness caused you due to logistics reasons, and we have extended the buyer's guarantee period. At present, this package is in xxx, and it has not been updated since xx in xx. We also feel strange, but please wait for us a moment. We need to contact the logistics provider to reply to you.
The second reply (whether you inquire about logistics or not, it's better to know the reason): We just contacted the logistics provider, and they said that the package was in ***, because *** caused the package to be temporarily detained by the customs/still in the plane transfer... From our experience, you will eventually receive this package. Please don't worry. If you don't receive the package in the end, we are willing to refund you in full or resend it to you with a small gift. I hope you can understand.
Third reply (nerday or every two days): The logistics provider just contacted us. As we said, the package was detained in customs, and we are very sorry for that. Here you have to give a specific reason: It depends on how everyone speaks. I have used typhoons or strikes as an excuse). I hope you can understand us. We will also track subsequent packages and ensure that you can finally receive our goods.
This template does not mention the dispute. Because the control at this time will be different. In some cases, the buyer can be asked to cancel the dispute in the second reply. However, because the effect varies from each buyer after sending the first reply, it will be different. If the buyer does not contact you, it means that the dispute may be cancelled very low. If the buyer replies, it means that the possibility of cancellation will be higher.
At the same time, deny the refund as soon as you receive the dispute. Whether the final result will be refunded or not, as a seller, you should also trust your logistics. Because he chose to use it just because he believed he could do it? Even if it is wrong in the end, it can only show that it is the fault of the logistics provider. Please raise a dispute with the logistics provider and get back the payment and freight. In short, it is not easy to refund.
It has to be explained that Alibaba worry-free logistics online is very useful. All logistics disputes are managed on the platform, which is convenient for our sellers, and can also avoid the filing rate of this part of disputes. I hope everyone can choose. Online logistics can be exempted.)
Logistics disputes do not only exist in these situations, but also exist:
1 The product was detained by the customs and the buyer was required to provide tax ID/tax and other information, but the buyer did not provide it.
This part of the dispute especially exists in high-value buyers, so you should contact the buyer before delivery. At the same time, we should be clear about the tariff situation and gate fences of each country.)
2 The product was detained by the customs and asked the buyer to provide tax ID/tax and other information, but the buyer could not be contacted.
Each shows his or her magical powers. Connect desperately.
3 The product arrived at the destination and was returned.
The probability of the buyer being returned without signing for it in time is very low, but it also exists. After arriving in the destination country, if you have the ability, please inform the buyer. If you get the return, please contact the buyer in time.
4 The product arrives in the destination country but does not arrive at the destination and is returned.
This reason is mainly in customs. Or the reason for the security check or something else. If you get the return, please contact the buyer in time.
The above three categories are basically impossible to recover the freight, because the actual service has already occurred.
5 Products returned without export.
This reason is mainly in customs. Or the reason for the security check or something else. If you get the return, please contact the buyer in time.
6 The product is missing.
This is simple. Don't talk too much.
*****
So how to deal with product disputes?
Product disputes can be subdivided. One is true-product disputes. One is fake-product disputes.
True-product disputes
It means that there is a real problem with the product. You can see it at the picture. Please don't be stingy. It's time to refund it and resend it. The probability of this happening is also relatively low. After all, everyone is doing quality control.
Fake-product disputes
This is more difficult. Because it is impossible to determine whether it is a product problem. The reasons may arise:
1 The customer doesn't know the product, so it won't be used. More.
This part is generally easier to solve. When the seller understands his products, as long as the buyer provides some videos or pictures, I believe that the seller can give the buyer some better advice. So this is relatively simple. After the settlement, the buyer can be asked to cancel the dispute.
2 The customer understands the product and does it intentionally. The proportion is not very high.
These buyers are the most difficult to deal with. Because some buyers are very professional. He knew under what circumstances the product seemed to be unusable, etc., and then used the platform to not understand the product to file disputes and refund it.
For this part of the buyers, please provide more detailed evidence to refute it. If the customer has the nature of a scammer, this will definitely be detected by the platform. But if we don't deal with it, or so, we will face a big loss. Therefore, when encountering such disputes, we need to take them seriously.
The buyer provides the video, and you also need to provide it. You have to explain to the platform in various ways that the buyer is posing, not the real product problem.
If there is a deadlock: you can contact the buyer to provide some small profits and ask him to cancel the dispute. But don't show him the refund part, ask him to cancel it. As for how to say it, where to say it? ...
3 The customer's intentional dispute.
This part of the buyer, who handles it relatively simply, asks the buyer what he wishes. If he needs a 30% refund to cancel, please remember to report him.
At the same time, evidence is also essential. Please remember to take it seriously.
3 Finally: Please take the dispute seriously. Even a small logistics dispute. In fact, the final result of dispute settlement is nothing more than a loss of interests. If everyone treats the consequences vaguely, it will cause a loss of the traffic of the whole store. Whether it is the improvement of product quality (detail page information) or the improvement of logistics providers, it is responsible for disputes.
I believe that everyone is more worried about AliExpress's after-sales problems, especially when they encounter some unreasonable buyers or scammers. So what should we do with AliExpress's after-sales service?
Introduction: I have long been rooted in electronics and tool categories. There are no more than seven or eight hundred disputes handled. So I want to tell me how to deal with disputes? How to minimize your loss.
1 First of all, recognize it. Disputes are inevitable.
I have also thought about improving product quality and logistics quality to avoid disputes, which is indeed effective. For example, the logistics loss rate has been reduced a lot. The filing rate of product quality disputes has also decreased. However, the dispute still exists. It is now clear that disputes exist proportionally.
2 Secondly, do a good job in classifying disputes.
Why do you want to classify disputes? Because this is part of the service and part of the operation. Disputes are mainly divided into two parts: one is product disputes, and the other is logistics disputes. Product dispute resolution methods are complex and will be detailed later. Logistics disputes are more violent.
Disputes over all types of logistics are directly related to logistics. So choosing online logistics can effectively avoid your mention rate. In addition, the filing rate of disputes over registered logistics is bound to be lower than that of non-registered logistics. If your logistics choices are all non-registered. You need to clearly realize that the filing rate of this dispute is unlikely to be very low. Therefore, it is recommended that the seller change to registration.
But will there be such buyers who file disputes on the grounds of lack of information tracking? This exists and is a fact faced by all sellers. In this regard, I hope that all sellers will choose relatively high-quality economic logistics to avoid ghosting their products due to disputes (the dispute rate of not receiving goods is very high). Online economy is relatively better than offline economy. I hope the seller has more choices.
What if the goods show signs for receipt, but the buyer still raises a dispute? There are relatively few such disputes, because few liars will be so stupid, and normal people will not do so. As long as we can produce enough evidence, there will be no problem with this dispute. Evidence 1: Screenshot of delivery weight deduction; Evidence 2: Sign for screenshot. (Because there are now orders that there will be a consolidated order, that is, an additional order number, which will cause information tracking, but we actually did not ship the goods.) So we need to submit a screenshot of the shipping weight and deduction. This screenshot needs to be mainly in the background. Therefore, offline logistics has no advantages in this regard.)
If the goods show that they are in transit and have not been updated for a long time, but they have not been returned, will the buyer submit a logistics dispute? There are many such disputes, and we often encounter them. Because the goods may indeed appear to be delayed in updating the logistics information for some reason. So at this time, we need to explain it to the seller. Most serious buyers can accept your explanation. Here is a template for you:
First reply (Chinese, please translate it yourself.): First of all, I'm sorry for the unpleasantness caused you due to logistics reasons, and we have extended the buyer's guarantee period. At present, this package is in xxx, and it has not been updated since xx in xx. We also feel strange, but please wait for us a moment. We need to contact the logistics provider to reply to you.
The second reply (whether you inquire about logistics or not, it's better to know the reason): We just contacted the logistics provider, and they said that the package was in ***, because *** caused the package to be temporarily detained by the customs/still in the plane transfer... From our experience, you will eventually receive this package. Please don't worry. If you don't receive the package in the end, we are willing to refund you in full or resend it to you with a small gift. I hope you can understand.
Third reply (nerday or every two days): The logistics provider just contacted us. As we said, the package was detained in customs, and we are very sorry for that. Here you have to give a specific reason: It depends on how everyone speaks. I have used typhoons or strikes as an excuse). I hope you can understand us. We will also track subsequent packages and ensure that you can finally receive our goods.
This template does not mention the dispute. Because the control at this time will be different. In some cases, the buyer can be asked to cancel the dispute in the second reply. However, because the effect varies from each buyer after sending the first reply, it will be different. If the buyer does not contact you, it means that the dispute may be cancelled very low. If the buyer replies, it means that the possibility of cancellation will be higher.
At the same time, deny the refund as soon as you receive the dispute. Whether the final result will be refunded or not, as a seller, you should also trust your logistics. Because he chose to use it just because he believed he could do it? Even if it is wrong in the end, it can only show that it is the fault of the logistics provider. Please raise a dispute with the logistics provider and get back the payment and freight. In short, it is not easy to refund.
It has to be explained that Alibaba worry-free logistics online is very useful. All logistics disputes are managed on the platform, which is convenient for our sellers, and can also avoid the filing rate of this part of disputes. I hope everyone can choose. Online logistics can be exempted.)
Logistics disputes do not only exist in these situations, but also exist:
1 The product was detained by the customs and the buyer was required to provide tax ID/tax and other information, but the buyer did not provide it.
This part of the dispute especially exists in high-value buyers, so you should contact the buyer before delivery. At the same time, we should be clear about the tariff situation and gate fences of each country.)
2 The product was detained by the customs and asked the buyer to provide tax ID/tax and other information, but the buyer could not be contacted.
Each shows his or her magical powers. Connect desperately.
3 The product arrived at the destination and was returned.
The probability of the buyer being returned without signing for it in time is very low, but it also exists. After arriving in the destination country, if you have the ability, please inform the buyer. If you get the return, please contact the buyer in time.
4 The product arrives in the destination country but does not arrive at the destination and is returned.
This reason is mainly in customs. Or the reason for the security check or something else. If you get the return, please contact the buyer in time.
The above three categories are basically impossible to recover the freight, because the actual service has already occurred.
5 Products returned without export.
This reason is mainly in customs. Or the reason for the security check or something else. If you get the return, please contact the buyer in time.
6 The product is missing.
This is simple. Don't talk too much.
*****
So how to deal with product disputes?
Product disputes can be subdivided. One is true-product disputes. One is fake-product disputes.
True-product disputes
It means that there is a real problem with the product. You can see it at the picture. Please don't be stingy. It's time to refund it and resend it. The probability of this happening is also relatively low. After all, everyone is doing quality control.
Fake-product disputes
This is more difficult. Because it is impossible to determine whether it is a product problem. The reasons may arise:
1 The customer doesn't know the product, so it won't be used. More.
This part is generally easier to solve. When the seller understands his products, as long as the buyer provides some videos or pictures, I believe that the seller can give the buyer some better advice. So this is relatively simple. After the settlement, the buyer can be asked to cancel the dispute.
2 The customer understands the product and does it intentionally. The proportion is not very high.
These buyers are the most difficult to deal with. Because some buyers are very professional. He knew under what circumstances the product seemed to be unusable, etc., and then used the platform to not understand the product to file disputes and refund it.
For this part of the buyers, please provide more detailed evidence to refute it. If the customer has the nature of a scammer, this will definitely be detected by the platform. But if we don't deal with it, or so, we will face a big loss. Therefore, when encountering such disputes, we need to take them seriously.
The buyer provides the video, and you also need to provide it. You have to explain to the platform in various ways that the buyer is posing, not the real product problem.
If there is a deadlock: you can contact the buyer to provide some small profits and ask him to cancel the dispute. But don't show him the refund part, ask him to cancel it. As for how to say it, where to say it? ...
3 The customer's intentional dispute.
This part of the buyer, who handles it relatively simply, asks the buyer what he wishes. If he needs a 30% refund to cancel, please remember to report him.
At the same time, evidence is also essential. Please remember to take it seriously.
3 Finally: Please take the dispute seriously. Even a small logistics dispute. In fact, the final result of dispute settlement is nothing more than a loss of interests. If everyone treats the consequences vaguely, it will cause a loss of the traffic of the whole store. Whether it is the improvement of product quality (detail page information) or the improvement of logistics providers, it is responsible for disputes.
Tips for efficiently handling AliExpress disputes
I believe everyone will have a headache when you hear the AliExpress dispute. Recently, I worshipped an AliExpress 10,000 orders. I have learned some real scriptures and are eager to share them with you. Next, we will mainly talk about how to better deal with AliExpress disputes.
Basic principles for dispute settlement
1. Check it every day and respond in time.
a. Daily View
Log in to the background of the store from time to time every day to check the progress of existing disputes and whether there are new disputes, which can effectively avoid the timeout of response time and direct refund by the system (if the response time of AliExpress disputes exceeds 5 days, it will be refunded directly).
b. Respond in a timely manner
When the buyer is not satisfied with placing an order, there are two advantages to respond in a timely manner. First, let the buyer feel your professionalism and timeliness, that is, the shining sense of responsibility and trustworthy; the second point is that when both parties are present, the overall processing time of disputes can be shortened as possible, which is beneficial to both buyers and sellers.
In addition to the above two points, there is an operation point that cannot be ignored. Many sellers encounter difficult problems and will respond when disputes are about to expire, but if they forget them, they will cause direct refunds, or buyers leave bad reviews due to excessive processing time, which are very detrimental to sellers, so try to avoid them.
2. Customer first, effective communication
a. Customer first
Be sure to remember. Think from the buyer's perspective and try to make the buyer reduce losses and satisfaction, and let the buyer feel your attentive service, which is not only conducive to the resolution of disputes, but also the buyer may also become your loyal buyer (because Im impressed, but the ending is complete).
b. Communicate effectively
Try not to refund as much as possible. Even if the refund should be partially refunded as possible, we should always grasp this principle; pay attention to the psychological changes of buyers and give appropriate solutions. Don't argue with buyers. Whether the debate is win or lose, it is not good for sellers. Give a bad review, which will have an impact on store traffic. This is typical. Ineffective communication is harmless.
Customer first, effective communication is particularly important. After all, the impact of disputes is too great. The logistics reasons in the dispute directly determine your commodity DSR, and product quality disputes directly determine the filing rate of goods against the board disputes. If there are disputes, don't be afraid. Remember that customers first and communicate effectively. Bad things may also become good things.
3. Try not to involve the platform.
Try to negotiate amicably with the buyer and give a satisfactory solution within 16 days. Don't let the buyer propose arbitration or automatically enter arbitration due to the long processing time, because no matter what the arbitration result is, it will be detrimental to the seller:
a. Disputes in arbitration are included in the dispute rate.
The buyer and seller will settle it through negotiation. If the cause of the dispute is the buyer's own factors, such as dislike or unwanted, it will not be included in the dispute rate. However, once the platform intervenes, regardless of the arbitration result, it will be included in the dispute rate. It will be assessed every quarterly. This has a great impact on the store exposure, so you know.
b. More energy consumption
If the platform intervenes, the two sides will prove each other, find evidence, and other results, the whole dispute resolution process will be lengthen, which will seriously consume manpower and material resources.
Difficulties in handling disputes
1. There are many stores, and switching is cumbersome.
According to AliExpress regulations, a company account can open up to 6 stores, so it will be very troublesome to log in to each store many times a day.
2. Unable to get the latest status in time
Because only by switching to the store can you view the corresponding disputes, and you can't know the latest situation of the dispute at the first time, and it will lengthy the processing time and labor-consuming the whole dispute.
Based on the above difficulties, you may need a system to manage multi-store disputes in one stop. You only need a store secretary account to centrally handle N store disputes. Not only that, store secretary also has intelligent customer service management, which can help you improve your customer service processing efficiency by 10 times.
In addition to the customer service module, the store secretary has other blockbuster functions launched. Recently, he began to support AliExpress intelligent association marketing, one-click setting, automatic and dynamic template switching. Most importantly, it can bring the secondary conversion of store traffic.
For more wonderful content, please follow - Store Secretary - Zhihu Column
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